Halima Juma
Los Angeles,CA
Summary
Dynamic communications professional with a passion for supporting programs aimed at socio-economic empowerment, community health and wellness. Currently seeking opportunities to leverage expertise in program support, events, and member engagement while advancing career in the non-profit sector.
Overview
9
9
years of professional experience
Work History
Contact Center & Member Engagement Specialist
SAG-AFTRA
08.2022 - Current
- Providing excellent customer service by maintaining expertise on a broad-range of member-related inquiries to answer customer questions by email, phone and chat.
- Collaborating with other departments on program adjustments, improvements, and implementation.
- Providing support during in-person and virtual member events.
- Managing client feedback by working with the customer experience team leadership to build relationships and resolve customer concerns.
Contact Center Specialist (Remote)
California Rent Relief Services
09.2021 - 08.2022
- Educated California residents on rent relief services available to them during COVID 19 pandemic.
- Learned and maintained in-depth understanding of available resources and partner organizations to offer informed responses and referrals to recipients of relief services.
- Learned and adapted to use of new software and tools in service delivery.
Communications Agent
California Employment Development Department
08.2020 - 09.2021
- Provided top-notch customer service to individuals unemployed due to the COVID-19 pandemic
- Resolved complaints and managed expectations in a high pressure environment
- Adapted to new information and tools to ensure a smooth service delivery experience
- Established proficient research skills in order to provide callers with alternative resources whenever possible
- Developed the discipline to aptly execute on a remote role
Communications Assistant
Kenya Leather Development Council (KLDC)
11.2014 - 08.2018
- Engaged in stakeholder outreach campaigns and captured customer feedback.
- Worked with various departments to ensure customer feedback resulted in process and product improvement.
- Provided communications and program support to collaborative leather industry projects spearheaded by United Nations Development Program (UNDP).
- Assisted in content planning and development of quarterly newsletters highlighting project impact, successes and lessons learnt.
- Participated in coordination of member workshops and events.
Education
Bachelor of Arts - Communication & Media Studies
Egerton University
KenyaSkills
- Program Support
- Administrative Support
- Member Outreach & Engagement
- Events Support
- Communication Strategy
- Digital design with tools eg Canva
- Google Workspace & CRM Software
Languages
English
Full Professional
Swahili
Native or Bilingual
German
Limited Working
Timeline
Contact Center & Member Engagement Specialist
SAG-AFTRA
08.2022 - Current
Contact Center Specialist (Remote)
California Rent Relief Services
09.2021 - 08.2022
Communications Agent
California Employment Development Department
08.2020 - 09.2021
Communications Assistant
Kenya Leather Development Council (KLDC)
11.2014 - 08.2018
Bachelor of Arts - Communication & Media Studies
Egerton University
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