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Marietta Wanja

@mariettawanja

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Sales and marketing communications specialist who improves customer loyalty through data-driven service and upselling.

Kenya

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What I'm looking for

I’m looking for a forward-thinking organization where I can combine customer service, sales/marketing communications, and corporate communication skills to deliver exceptional experiences, drive revenue through upselling, and keep improving with measurable results.

I’m a self-driven, enthusiastic professional with a BA in Linguistics, Media and Communication, and experience spanning reservations, inbound customer support, sales, marketing, and corporate communications. I’ve responded to customers via email and telephone, managed bookings in the Opera Property Management System (PMS), and delivered clear pre-arrival confirmations that improved guest experience.

I bring proven results: I contributed to increased hotel revenue through upselling, maintained 100% accuracy in booking records and billing instructions, resolved high-volume customer issues at first contact, and strengthened brand presence through marketing events and social media engagement. I also support communication excellence through press releases, media monitoring, and reporting—using tools like Microsoft Office, G-Suite, and Asana while staying committed to continuous growth.

Experience

Work history, roles, and key accomplishments

Reservations Agent

Tribe Hotels Group

Jan 2023 - Jan 2024 (1 year)

Handled guest reservations and inquiries via email and telephone, maintaining accurate booking records in Opera PMS and verifying stay dates, requests, and billing instructions. Generated invoices and confirmation communications and upsold room categories to improve guest experience and revenue.

Opera Property Management System (PMS)Booking Accuracy Confirmations Upselling Customer Service Complaint Resolution

Customer Service Representative

Multichoice Kenya – Techno Brain

Jan 2020 - Jan 2021 (1 year)

Managed inbound customer inquiries for MultiChoice services, logging and resolving complaints and escalating complex cases to management. Troubleshot decoder/service issues and coordinated technician dispatch when needed, while also guiding customers on subscriptions and upgrades.

Inbound Customer Support Complaint Handling Escalation Management Decoder Troubleshooting Service Dispatching Subscription And Package Guidance Upselling Cross Selling

Sales and Marketing Associate

Grekkon Limited

Jan 2019 - Jan 2020 (1 year)

Supported walk-in and online customers with sales transactions and ensured correct, timely product delivery and strong repeat business. Coordinated marketing events and handled multi-channel customer interactions, including marketing content creation and social media engagement.

Customer Service Event Marketing social media engagement Content Creation Upselling

Intern – Corporate Affairs

Nairobi City Water and Sewerage Company

Jan 2018 - Apr 2018 (3 months)

Monitored daily print media for company-related news and supported internal reporting on media mentions. Drafted press releases and public notices, coordinated communications for internal and external events, and responded to customer queries on social media.

Media Monitoring Public Notice Drafting Internal Reporting Database Maintenance

Intern – Public Relations

CIC Group PLC

Feb 2016 - May 2016 (3 months)

Created and managed social media awareness campaigns for insurance products and monitored media coverage for client mentions. Supported event representation and corporate event logistics while assisting senior executives with administrative tasks such as scheduling, correspondence, and filing.

Social Media Awareness Campaigns Media Monitoring Public Event Representation Administrative Support

Intern – Executive Assistant

The Grass Company

Sep 2014 - Dec 2014 (3 months)

Assisted the Assistant CEO with internal event planning and meeting support, including recording minutes and tracking follow-up actions. Provided executive administration support such as calendar management, document preparation and proofreading, filing, and mailings, including expense tracking.

Executive Support Event Planning Meeting Minutes Calendar Management document preparation Proofreading