Sharon Makena

Managed real-time dispatch coordination and customer rescue needs. Trained new hires, created SOPs, and led coaching sessions while handling high-volume calls with empathy and precision.

Monitored community interactions and ensured compliance, handling support escalations and resolving user friction. Led a small team in customer acquisition strategy and upselling initiatives.

Resolved account, billing, and app-related queries for customers. Conducted debt collection campaigns via call, email, and SMS, and audited agent calls while providing performance reports.

Edited educational and promotional videos for various projects. Managed casting processes and production logistics for video content.

Engaged customers at events and in-store activations to promote products. Supported inventory management and campaign coordination efforts.

Drove brand awareness through face-to-face engagement with consumers. Supported sampling campaigns and collected customer feedback.

Helped customers register and manage their accounts for the streaming service. Set up promotional displays and managed subscriptions during road shows.

Recorded national events and digitized archived footage for preservation. Gained practical experience in video production workflows.

Completed a diploma in film production with a specialization in video editing. Gained practical skills in editing educational and promotional videos, and managed casting and production logistics.

Obtained the Kenya Certificate of Secondary Education (KCSE) at Ruiri Girls Secondary School.