wambuimaigua

February 28, 1987

About Candidate

Strategic Customer Experience and Operations professional with over 7 years of progressive experience in the Sacco sector, driving service excellence, operational efficiency and business growth. Proven ability to lead and develop high-performing teams, manage complex escalations and optimize end-to-end customer journeys, consistently delivering over 95% customer satisfaction and over 90% first-contact resolution. Demonstrate strong expertise in process improvement, data-driven decision-making and implementation of customer-centric strategies that have increased product uptake by more than 20% and enhanced retention.

Location

Education

M
Masters in Communication Strategic Communication January 2024-September 2026
United States International University-Africa

This course has enabled me specialize in strategic corporate communication, with a focus on organizational communication, public relations, stakeholder engagement, digital communication strategies, and corporate reputation management. This has developed me to have strengthened competencies in strategic messaging, research, media relations, crisis communication, branding, and communication campaign development. Additionally, communication planning, behavioral change communication,crisis management and the application of communication theories in organizational and development contexts. Am glad am done with the course work and Thesis, to Graduate in September of 2026 God willing.

B
Bachelor of Mass Communication Public Relations Option 2012-2015
Jomo Kenyatta University of Agriculture & Technology, Kenya

I Studied the principles and practice of mass communication, with training in public relations, journalism, advertising, media studies, and corporate communication. The program developed my skills in strategic communication, media production, research, content development, public speaking, stakeholder engagement, and digital communication and much more, It also provided knowledge in communication ethics, media management, and the role of communication in organizational and social development and specilizing in PR Specializing in Public Relations added a stronger focus on strategic relationship management and organizational communication beyond general mass communication. PR specialization provided deeper expertise in: Corporate and organizational communication Reputation and brand management Stakeholder and media relations Crisis and issues management Strategic communication planning Event management and public engagement Persuasive communication and messaging Communication campaigns and advocacy The specialization also strengthened practical skills in managing public perception, maintaining organizational image, and developing communication strategies aligned with business and institutional goals. This has made me more oriented toward corporate communication, public affairs, and professional relationship management expertise.

D
Diploma in International Business Communication 2013-2015
ICM, UK

This focused on business communication in international and multicultural environments, with training in professional communication, business correspondence, corporate communication, customer relations, and cross-cultural communication. The program enhanced my skills in effective business writing, presentation, negotiation, interpersonal communication, and communication strategies used in global business operations and organizational settings.

D
Diploma in Mass Communication Jomo Kenyatta University of Agriculture & Technology, Kenya May 2006-July 2008
Jomo Kenyatta University of Agriculture & Technology, Kenya

I acquired foundational knowledge and practical skills in mass communication, journalism, public relations, media production, and communication studies. The program provided training in news writing, media ethics, broadcasting, public speaking, corporate communication, and audience engagement. It also developed my competencies in content creation, interpersonal communication, media research, and the use of communication tools in professional and organizational settings.

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