Kiplangat Laban
Communication & Client Relations Specialist
Nairobi, KE.About
Highly skilled Communication and Public Relations professional with over 4 years of experience driving client satisfaction and stakeholder engagement across corporate, events, and marketing sectors. Proven expertise in resolving complex inquiries, managing multichannel communications, and enhancing public perception, evidenced by a 15% increase in client retention and a 25% improvement in event planning. Adept at leveraging CRM tools and strategic communication to build trust and achieve measurable results.
Work
Sports Arts and Social Development Fund
|Corporate Communication Intern
Nairobi, Nairobi, Kenya
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Summary
Supported strategic communication, stakeholder engagement, and public relations initiatives for government-backed events.
Highlights
Coordinated with 15+ government bodies and sponsors to align event objectives, resolving logistical inquiries and ensuring seamless communication.
Acted as the Ministry's representative during events, addressing attendee concerns and gathering feedback to maintain brand integrity.
Analyzed 200+ attendee surveys and social media metrics to evaluate satisfaction, leading to a 25% improvement in future event planning.
Supported media outreach campaigns, enhancing public perception through consistent messaging across platforms.
WATU SIMU
|Sales and Marketing Officer
Nairobi, Nairobi, Kenya
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Summary
Managed client relations and collaborated cross-functionally to drive customer retention and satisfaction.
Highlights
Resolved client concerns proactively, improving retention by 15% through timely follow-ups and relationship management.
Collaborated with cross-functional teams to address customer complaints, ensuring alignment with company policies and enhancing service delivery.
Greenfield Tea Factory
|Communication and Marketing Officer
Nairobi, Nairobi, Kenya
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Summary
Managed customer inquiries and brand messaging, significantly boosting engagement and resolving client dissatisfaction.
Highlights
Managed customer inquiries via newsletters and social media, boosting engagement by 30% through effective communication strategies.
Ensured consistent brand messaging, resolving 95% of client dissatisfaction cases through prompt and clear communication.
Greenfield Tea Factory
|Clerical Support, Communication
Nairobi, Nairobi, Kenya
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Summary
Handled daily customer inquiries and streamlined document management, achieving high satisfaction and reducing response times.
Highlights
Handled 50+ daily customer inquiries across phone, email, and in-person channels, achieving a 95% satisfaction rate.
Streamlined document management systems, reducing response time by 20% through organized record-keeping and efficient processes.
Kenya Wildlife Services
|Corporate Communication Attachee
Nairobi, Nairobi, Kenya
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Summary
Supported corporate communication initiatives, including brand management, event coverage, and media monitoring for a national organization.
Highlights
Responded to telephone and online inquiries regarding KWS brands and products, ensuring accurate information dissemination.
Supported strategic branding of events using diverse banner types, enhancing visual communication and public awareness.
Covered events through compilation of stories, branding, and photography, contributing to comprehensive post-event reporting.
Assisted with event logistics and daily media monitoring, ensuring timely awareness of public perception and relevant news.
Education
Karatina University
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Bachelor of Science
Communication and Public Relations
Courses
Conflict Management
Public Relations Ethics
Digital Communication Strategies
Tenwek High School
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KCSE
Secondary Education
St Philiphs Academy
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KCPE
Primary Education
Languages
English
Swahili
Skills
Soft Skills
Active Listening, Empathy, Team Collaboration, Adaptability, Problem-Solving.
Customer Service
CRM Software, Complaint Resolution, Client Retention, Customer Inquiry Resolution, Client Feedback Analysis, Multichannel Support (Phone, Email, In-Person).
Communication
Stakeholder Coordination, Event-Driven Service, Conflict Resolution, Relationship Building, Media Relations, Brand Messaging, Public Relations.
Technical Proficiency
MS Office (Excel, PowerPoint), Social Media Platforms, Data Entry, Record Management.
Interests
Community Volunteering
Local Outreach Programs, Teamwork, Interpersonal Skills.
References
References
Available upon request.