Masad Safia Wambui AliRobinson

Gaithersburg,MD

Summary

Skilled Communication Officer with background in managing internal and external communications, including media relations, digital marketing, and corporate publications. Strengths include development and implementation of strategic communication plans, crisis management, and stakeholder engagement. Previous work has resulted in improved brand visibility, increased positive public perception, and effective team collaboration.

Overview

years of professional experience

Work History

Communication Officer / Customer Service Represent

Embassy of the Republic of Kenya

Washington , DC

12.2007 - 07.2024

Developed and maintained close working relationships with members of press.
Contributed to data safety management, including implementation of new protocols.
Updated contact lists of influencers in order to reach out proactively when needed.
Maintained professionality and efficiency while working closely with leadership.
Maintained ultra-high frequency, high frequency and radioteletype communication circuits.
Monitored configuration, custody, security and destruction of sensitive material.
Prioritized and organized tasks to efficiently accomplish service goals.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Representative

DSW Shoe Warehouse/ sales representative

Bethesda, Maryland

09.2008 - 12.2011

Recommended improvements in products, service and billing methods to management to prevent future problems.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Promoted available products and services to customers during service, account management and order calls.
Liaised between customers and retail buyers to expedite orders and meet customer demands.
Provided exceptional customer service to ensure customer satisfaction.
Strengthened customer retention by offering discount options.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Supported sales team members to drive growth and development.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Answered inbound calls, chats and emails to facilitate customer service.
Gathered customer feedback through surveys and used the data to improve customer service.
Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Prevented key account losses by researching discrepancies and correcting problems.
Tracked orders from start to finish to ensure timely delivery of goods or services.

Receptionist

Medi plan Clinic Nairobi

Nairobi , NJ

12.2002 - 12.2006

Updated daily log book with information about visitors entering the premises.
Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Scheduled and confirmed appointments and meetings for management team.
Protected clients' rights by maintaining confidentiality of personal and financial information.
Assisted with onboarding of new employees by providing orientation information and support.
Coordinated with vendors for repairs and maintenance of office equipment.
Managed company database and ensured the accuracy of contact information.
Handled customer inquiries and complaints, providing timely and appropriate solutions.
Developed and maintained a filing system for essential documents, improving office organization.
Maintained an organized filing system of confidential client information in accordance with company policy.
Responded quickly and accurately to inquiries from clients regarding their coverage plans.
Maintained accurate records of all insurance transactions using computer software systems.
Responded promptly to client inquiries via phone, email or other communication channels.
Conducted research into new products available in the market and recommended them accordingly.
Greatly improved office operations by reducing backtracking of work through creation of material movement process.
Facilitated meetings between customers and underwriters for further discussion on policies.

Education

CNA Certificate - Nursing Assistant

Knowledge First Institute

Wheaton

07-2009

Associate of Arts - Computer And Customer Service Studies

Valley School of Secretarial/ Business Studies

Kenya

01-2002

Associate of Science - Nursing

Montgomery College

Rockville, MD

Timeline