Community Support Worker

Supported charitable outreach for children from refugee and vulnerable communities in Eastleigh and Kayole, Nairobi. Helped coordinate and distribute food to support children's basic needs.

Organised and led sports training sessions that encouraged teamwork, discipline, and healthy social interaction. Built respectful relationships with children and families from diverse cultural backgrounds while collaborating with a volunteer team to plan activities and respond to community needs.

As a customer care agent at Credo Faster, I provided customer support through phone calls, email, and digital communication channels. I responded to customer inquiries, handled complaints, and resolved service-related issues while ensuring customers received accurate and timely assistance. I assisted customers with airtime purchases and mobile services across Safaricom, Airtel, and Telkom and supported queries involving M-Pesa, Fuliza, and other transactions.

I managed customer support tickets from initial inquiry through resolution, investigated transaction and service issues, and escalated complex cases to the relevant teams when necessary. I maintained an average response time of approximately 14 minutes and 45 seconds against a 15-minute target and worked toward a 30-minute ticket resolution target.

I communicated professionally with customers, particularly when handling complaints or difficult situations. I documented customer interactions accurately, followed up on unresolved cases, and provided clear guidance on products, services, and promotions. I also collaborated with other teams to ensure customer concerns were addressed efficiently.

Through this role, I developed strong skills in telephone and email support, ticket management, complaint resolution, problem-solving, customer communication, transaction support, and customer relationship management.

As a digital marketer and social media manager at Credo Faster, I managed the company’s digital presence across Facebook, Instagram, and TikTok, creating and publishing engaging content to promote the brand, services, and customer offers. I developed social media content, monitored audience engagement, and responded to customer messages, comments, and inquiries to maintain an active and responsive online community.

I supported digital marketing campaigns and promotional activities, including customer engagement initiatives and Spin the Wheel campaigns. I hosted TikTok LIVE sessions approximately twice a week to interact with customers, answer questions, and increase brand awareness. I also handled customer communication through email and social media, ensuring inquiries and concerns were addressed professionally and promptly.

I monitored social media performance and prepared monthly reports covering audience engagement and platform activity. I maintained a 94% Facebook response rate through consistent and timely customer engagement. I also conducted competitor research across markets, including South Africa, Lesotho, Cameroon, and the Democratic Republic of Congo, to identify digital trends, content opportunities, and approaches that could strengthen the brand’s online presence.

My role required creativity, communication, customer service, online research, and attention to detail. I worked closely with the customer care and marketing teams to maintain consistent brand messaging, understand customer needs, and use digital platforms to improve customer engagement and brand visibility.

Studying human development, counselling techniques, and psychosocial support. Coursework focuses on understanding and responding to emotional and mental wellbeing through person-centred support skills relevant to community-living environments.