TMtracy mollo
@tracymollo
Dynamic customer service expert with a passion for leadership.
KenyaWhat I'm looking for
I am a dynamic and adaptable customer service professional with over 3 years of hands-on experience in diverse roles. My educational background includes a Bachelor of Arts in International Studies and Diplomacy from the University of Nairobi, which complements my practical experience in delivering exceptional customer support. I am known for being an upbeat performer, a quick learner, and a diligent worker.
Throughout my career, I have achieved significant milestones, including serving as the Program Director at Young Women Leaders Connect, where I supported over 300 young women in leadership and mentorship. I have also represented Kenya at All-Africa Students Union events, engaging in youth leadership and Pan-African dialogues. My experience in high-impact customer service at CCI Kenya and strategic digital marketing at Angaza Creations has equipped me with the skills to manage high-pressure situations effectively while increasing brand visibility.
Experience
Work history, roles, and key accomplishments
Intern
Ministry of Foreign Affairs
Mar 2019 - Present (6 years 4 months)
Drafted professional correspondence and processed travel requisitions. Coordinated high-level meetings with ambassadors and government officials, managing event schedules and maintaining organized records. Welcomed diplomatic guests and ensured smooth departmental operations.
Communication Strategist/Digital Marketer
Nathan Digital
Developed and implemented marketing strategies, conducting market research and competitor analysis. Managed client communications and cold-calling efforts to drive business.
Sales and Marketing Officer
IZWE Microfinance Loans
Generated leads and identified potential clients for loans. Wrote detailed reports on loan performance and client follow-up. Promoted company services online to drive customer acquisition.
Welfare Director
Women Students Welfare Association (WOSWA)
Mar 2018 - Present (7 years 4 months)
Led member recruitment and engagement initiatives, securing donor funding and managing organizational resources. Organized and mobilized teams for events and meetings. Oversaw the implementation of welfare programs.
Programme Director
Young Women Leaders Connect (YWLC)
Managed the execution of programs and events from start to finish. Developed proposals for partnerships and fundraising opportunities. Coordinated meeting logistics and ensured effective communication.
Digital Marketing Officer
Angaza Creations
Managed and grew social media platforms including Instagram, Facebook, and Pinterest. Maintained website content and handled order fulfillment. Collaborated with influencers and analyzed digital performance metrics, leading email communication and virtual meetings with clients and partners.
Customer Service Representative
Contact Centre International Kenya (CCI)
Delivered exceptional customer service and problem resolution, managing inbound and outbound calls and troubleshooting technical issues. Collected and analyzed customer feedback to improve service delivery, demonstrating strong sales skills and meeting performance targets.
Education
Degrees, certifications, and relevant coursework
UNUniversity of Nairobi
Bachelor of Arts, International Studies and Diplomacy
Holds a Bachelor of Arts in International Studies and Diplomacy from the University of Nairobi, combining a solid educational foundation with practical experience to deliver exceptional customer support.
East African Institute of Certified Studies
Certificate, Computer Packages
Completed a program in Computer Packages at the East African Institute of Certified Studies.
Nyamira Girls High School
High School Certificate, General Studies
Attended Nyamira Girls High School for the K.C.S.E program.
Muthaiga Primary School
Primary School Certificate, General Studies
Attended Muthaiga Primary School for the K.C.P.E program.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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