Kiplangat Laban
Communications & Client Relations Specialist
Nairobi, KE.About
Customer-focused Communications and Client Relations Specialist with over 4 years of experience driving satisfaction and engagement across diverse corporate, event, and marketing environments. Proven expertise in multichannel communication, stakeholder management, and conflict resolution, leveraging CRM tools and data analysis to achieve measurable improvements. Adept at building trust and loyalty through empathetic service and strategic problem-solving, consistently enhancing brand perception and operational efficiency.
Work
Sports Arts and Social Development Fund
|Corporate Communication Intern
Nairobi, Nairobi County, Kenya
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Summary
Orchestrated stakeholder engagement and provided critical on-site customer support, driving significant improvements in event planning and public perception.
Highlights
Coordinated with over 15 government bodies and sponsors, aligning event objectives and resolving logistical inquiries to ensure seamless communication and execution.
Represented the Ministry at public events, effectively addressing attendee concerns and gathering feedback to uphold strong brand integrity and public trust.
Analyzed 200+ attendee surveys and social media metrics, generating insights that led to a 25% improvement in future event planning and attendee satisfaction.
Supported comprehensive media outreach campaigns, enhancing public perception and brand visibility through consistent, multi-platform messaging.
WATU SIMU
|Sales and Marketing Officer
Nairobi, Nairobi County, Kenya
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Summary
Drove client retention and satisfaction through proactive issue resolution and cross-functional collaboration in a dynamic sales and marketing environment.
Highlights
Proactively resolved client concerns, boosting client retention by 15% through timely follow-ups and strategic relationship management initiatives.
Collaborated with cross-functional teams to efficiently address complex customer complaints, ensuring full alignment with company policies and enhancing service delivery.
Greenfield Tea factory
|Communication and marketing officer
Nairobi, Nairobi County, Kenya
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Summary
Managed customer inquiries and brand messaging, significantly boosting engagement and resolving client dissatisfaction cases.
Highlights
Managed all customer inquiries across newsletters and social media platforms, successfully boosting user engagement by 30% through targeted communication.
Maintained consistent brand messaging across all channels, resolving 95% of client dissatisfaction cases through prompt and effective communication strategies.
Greenfield Tea factory
|Clerical Support, Communication
Nairobi, Nairobi County, Kenya
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Summary
Handled high volumes of daily customer inquiries and streamlined document management, significantly improving response times and satisfaction.
Highlights
Managed over 50 daily customer inquiries across phone, email, and in-person channels, consistently achieving a 95% customer satisfaction rate.
Streamlined document management systems, enhancing organizational efficiency and reducing customer response time by 20% through meticulous record-keeping.
Kenya Wildlife Services-Nairobi headquarters
|Corporate Communication attachee
Nairobi, Nairobi County, Kenya
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Summary
Supported corporate communications, including brand inquiries, event branding, and daily media monitoring, for Kenya Wildlife Services.
Highlights
Responded to all telephone and online inquiries regarding KWS brands and products, ensuring accurate and timely information dissemination.
Executed strategic event branding using diverse banner types, enhancing visual identity and public engagement for key initiatives.
Documented public and corporate events comprehensively through compelling story compilation, brand integration, and professional photography.
Assisted in comprehensive event logistics, contributing to the seamless planning and execution of public and corporate events.
Conducted daily media monitoring of print publications, identifying key trends and public perception relevant to organizational objectives and brand strategy.
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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Kenya Certificate of Secondary Education (KCSE)
Secondary Education
St Philiphs Academy
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Kenya Certificate of Primary Education (KCPE)
Primary Education
Languages
English
Swahili
Skills
Customer Service & Relations
CRM Software, Complaint Resolution, Client Retention, Customer Satisfaction, Multichannel Support.
Communication & Public Relations
Stakeholder Management, Brand Messaging, Media Relations, Public Perception Management, Digital Communication Strategies, Conflict Resolution.
Technical Proficiency
MS Office (Excel, PowerPoint), Social Media Platforms, Data Entry, Document Management Systems.
Event Management
Event Logistics, Event Branding, Event Planning, On-Site Support.
Data Analysis & Reporting
Attendee Surveys Analysis, Social Media Metrics, Performance Reporting.
Soft Skills
Active Listening, Empathy, Team Collaboration, Adaptability, Problem-Solving, Interpersonal Skills.
Interests
Community Volunteering
Community Outreach, Program Organization, Teamwork, Interpersonal Skills.