CARREN NAMONO KATENYA

                                                Postal Address P.O BOX 16568 Mombasa

                                                           Cell No. +254 703765256
                                                         E-mail: katenyac@gmail.com

PERSONAL DETAILS
Date of Birth: 18th, June, 1993
Nationality:    Kenyan
Languages:     English, Swahili (Fluent spoken & Written)

PROFILE SUMMARY
Customer-oriented and results-driven professional with a strong background in customer service
and sales. Dedicated to providing exceptional support and building long-lasting relationships
with clients. Seeking a position as a Customer Service and Sales Officer to utilize my skills in
delivering outstanding service and driving sales growth.

EDUCATIONAL BACKGROUND
2012 – 2016 Moi university
Degree in Communication and Public Relations
Second Class Upper Division

2008 – 2011 Moi Girls High School

Kenya Certificate of Secondary Education
Aggregate of C+

CERTIFICATES & TRAINING

1. Google Digital Marketing Skills
2. Customer Relationship Management
3. Strategic Management

STRENGTHS
 Good communication skills: self starting with excellent verbal and written
communication abilities both in English and Swahili languages.
 Sanguine: enthusiastic, social and very outgoing. I am very good at making
friends and dealing with people.
 Team player: I have good interpersonal and communication skills and
experience in building motivated and cohesive teams.
 Flexible: I am able to work for long and odd hours and I adjust very fast to
different or new environments.
RELEVANT WORK EXPERIENCE
September 2019 – Dec 2021: Airtel Networks Kenya
Customer Service Executive
 Responded to customer inquiries and resolved issues promptly, maintaining high level of
professionalism and empathy
 Established and maintained strong relationship with key clients, leading to a 40%
increase in client referrals and a 20% increase in client retention
 Collaborated with cross-functional teams to resolve complex issues and ensure seamless
customer experience ,achieving a 10% decrease in customer churn rate
 Identified and capitalized on opportunities for up-selling and cross-selling additional
Airtel products and services, contributing to 30% increase in revenues
 Maintained accurate records of customer interactions in the CRM system, ensuring data
integrity and facilitating effective follow up

August 2019 – September 2019: Kenya National Bureau of Statistics

Content supervisor-(Census 2019 Project)
 Trained all the enumerators assigned
 Assigned enumeration areas to the Enumerators under my supervision
 Liaised with village elder, chief to identify all the special population groups
 Undertaking census enumeration in the resampled households
 Ensured that all materials and equipment required for training are in place
Jan 2017 – Dec 2018: Mombasa Water Company Ltd
Corporate Communications intern
 Served as liaison between the Department of Water and Mombasa Water Company
 Assisted in organizing corporate events such as press conference and stakeholder
meetings ensuring seamless logistics and achieving a 95% attendee satisfaction
 Developed and maintained positive relationships with community partners, stakeholders,
and the general public.
 Assisted in the development and execution of internal and external communication
strategies.
 Assisted in crisis communication efforts during emergencies like water disruption
promptly disseminating critical information to the public
 Drafting press releases and handling media relations
 Worked on World Bank funded project as a social expert

January 2015 – April 2015 County Assembly of Bungoma

Student Attachment
 Supported the creation of engaging content for various communication channels,
including newsletters, social media and website
 Coordinated with team members to organize corporate events and public forums
 Assisted in developing and executing strategic communication plans resulting in a 15%
increase in positive media coverage
REFERENCES

1. Sarah Langat
Corporate communications Manager
Mombasa Water Supply and Sanitation Company
P.O BOX 1100-80100
Mombasa.
Tel: 0721100776
Email:s.langat@mombasawater.co.ke

2. Nasoro Bakari
Director -Water and Sanitation
County Government of Mombasa
P.O BOX 90440-80100
Mombasa
Tel: 0727603113

3. Mr. Erick Ngobilo

Head -Public Communication Department
County Assembly of Bungoma
P.O BOX 1886-50200
Bungoma
Tel: 0725238974

4. Dickson Okemo
Client Relationship Manager
Airtel Kenya
Tel: 0783835638
Email: a_dickson.okemo@ke.airtel.com