Open to opportunities

Derrick Wedu

@derrickwedu

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Communications and customer experience leader with a focus on digital engagement.

Kenya

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What I'm looking for

I am looking for a role that fosters innovation and values customer-centric strategies, with opportunities for growth and development.

I am a communications and customer experience leader with over four years of experience in driving customer engagement and managing risk in digital environments. My expertise lies in optimizing customer satisfaction, where I successfully improved satisfaction rates by 95% and reduced fraud exposure by 25%. I have a proven track record of leading high-impact communication campaigns and managing cross-functional teams to achieve operational excellence.

Throughout my career, I have spearheaded customer engagement strategies that have significantly increased retention and reduced resolution times. My role at Sendwave International involved optimizing multi-channel customer support, where I maintained a 95% satisfaction rate across various platforms. I am passionate about leveraging digital tools and analytics to enhance brand visibility and customer retention, ensuring that organizations I work with thrive in competitive markets.

In addition to my communication skills, I have a strong background in risk management and crisis resolution. I have developed and implemented effective risk assessment protocols that have lowered risk exposure and ensured compliance with global security standards. My commitment to excellence and continuous improvement drives me to seek new challenges where I can contribute to organizational success.

Experience

Work history, roles, and key accomplishments

Current

Events & Planning Coordinator

Current

Events by Kariuki

Aug 2022 - Present (2 years 9 months)

Designed and managed corporate and social events, ensuring seamless execution and client satisfaction. Planned and executed over 50 events, maintaining a 98% client satisfaction rate.

Event Planning

Customer Service Advocate & Team Lead

Sendwave International

Nov 2021 - May 2024 (2 years 6 months)

Driving customer satisfaction and experience strategies for an international fintech company, enhancing engagement and operational efficiency. Optimised multi-channel customer support, maintaining a 95% satisfaction rate across 3 communication platforms. Developed a real-time customer feedback system, driving a 15% increase in customer retention.

Customer Satisfaction Team Collaboration

Deputy Team Lead, Risk Department

CCI Kenya

Oct 2020 - Nov 2021 (1 year 1 month)

Led risk and fraud mitigation efforts, enhancing account security and regulatory compliance. Implemented proactive fraud detection systems, reducing risk exposure by 25%. Developed customer profiling and risk assessment protocols to secure high-risk accounts.

Risk Management Fraud Detection Regulatory Compliance Customer Profiling

Communications & Media Executive

Standard Media Group Kenya

Sep 2019 - Aug 2020 (11 months)

Strengthened media and brand presence through strategic storytelling and campaign execution. Developed media strategies that increased brand awareness and managed partnerships with key media outlets.

Media Relations Brand Awareness Campaign Execution Performance Analysis

Production Intern

Kenya Broadcasting Corporation

Apr 2019 - Jun 2019 (2 months)

Gained hands-on experience in broadcast production and newsroom operations. Assisted in live news production and editorial processes, ensuring high-quality reporting.

Research

Education

Degrees, certifications, and relevant coursework

Google Africa

Certification, Digital Marketing

2020 -

Completed a course on Fundamentals of Digital Marketing, gaining essential skills in online marketing strategies, SEO, and digital engagement.

Daystar University

Bachelor of Arts, Communications

2015 - 2019

Grade: 3.0

Completed a Bachelor of Arts in Communications with a focus on Electronic Media, achieving a GPA of 3.0. The program provided a comprehensive understanding of media production, communication strategies, and audience engagement.