1. Curriculum Vitae
Lucy Mwendwa
P. O. Box 1231-00200 City square, Nairobi (Kenya)
Cell Phone: +254 722 877 980
Email: mwendwacy@gmail.com
Bio Data Gender: Female
Date of Birth: 24th August 1986
Nationality: Kenyan
Marital status: Married
Personal Profile
I am a proficient and passionate customer service person with
experience in customer service industry having practiced my skills in
contact Center for three years. I have professional experience in
social media marketing and enquiries, inbound and outbound calls,
establishing the quality and the service level of a contact centre.
I have practised community development and social work having
worked in slum areas
Education
2011 –date: Masters of Arts in Project Planning and Management.
University of Nairobi (Expected to graduate in December)
2007 – 2010: Bachelor of Arts in Community Development.
Daystar University.

2. Jan-April 2006: Certificate in Computer studies
Kenya Methodist University.
2002 – 2005: Kenya Certificate of Secondary Education
Kaaga Girls High School.
Skills / Abilities
Contact Center skills: I have excellent telephone etiquette having
worked in contact centre for over two years. I am well equipped with
techniques on how to handle different types of customers.
Report generation,
Supervisory skills: I am a supervisor in charge of one 160 customer
care agents.
Social Media skills: I am conversant with social media platforms
including: twitter, Facebook, Email, Instagram, linked in and Google+.
Communication Skills – I can talk to others to convey information
effectively. In addition I can give full attention to what other people
are saying, taking time to understand the points being made, asking
questions as appropriate, and not interrupting at inappropriate
times.
Good command of Microsoft Office tools, word processing, data
handling and processing, presentation, operating systems and
internet.
Good report writing and presentation skills: I have the ability in
reporting, researching, and analysis of data.
Service Orientation: I actively look for ways to help people and I
adore team work.

3. System application knowledge: I am able to use the following
customer care application: Customer relationship Management tool
(CRM), integrated management system (IMS)
Proficiency in ICT
Personal Attributes
I am honest, hardworking and self-organised person. I am also a self-
motivated and a team player who cooperates with workmates to
achieve set performance targets.
I can work with no supervision.
Work Experience
January 2015-Present: Kenya power and Lighting Company.
Position: Customer Relations Officer/Shift Supervisor
Duties:
 Supervision of Employees at the Contact Centre
 Generating daily customer complaints/inquiries reports and
forwarding to the management.
 Generating Individual Agent’s performance report on daily
basis
 Briefing shift members on daily reports, occurrences and other
matters arising in the course of the shift.
 Preparing weekly and monthly meetings for the Shift for
discussing important issues relating to performance, discipline
in the office and professionalism.
 Organizing staffing, including shift patterns and the number of
staff required in meeting demand/capacity.

4.  Making recommendations of alternate solutions if customer
expectations cannot be met and following relevant escalation
contact protocol.
 Organizing continuous agents training to improve skills and
customer service delivery.
January 2013 to Dec2014 Kenya Power and Lighting Company
Position: Customer Relations Assistant-Social Media
Duties:
 Handling customer complaints and queries via customer care
email, Facebook and twitter and also assigning them to the
relevant departments/sections for action.
 Carrying out customer satisfaction survey through social media
and selling the company products through the same channel.
 Receiving customer complaints via social media (Facebook,
twitter, email.)
 Generating daily, weekly and monthly reports on the
complaints via the National contact Center
 Following up on the pending complaint to facilitate customer
satisfaction.
 Carrying out customer education drive as a way of enlightening
customers on company’s products and services.
 Improving the overall customer relationship and customer
service in the company through timely customer response.
 Informing and updating customers with the appropriate
information.
 Maintaining service level of the National contact centre and
over all Kenya power &lighting company.

5. Achievements
I facilitated integration of Social media tools (Facebook, twitter) and
Email Customer relationship management (CRM) tool which has
contributed significantly to the following,
• CRM has eased customer complaint follow up.
• Work assigned to other colleagues can be resolved
comprehensively.
• Work quality and quantity can be measured amongst
employees
• Responsibility and accountability has been upheld by the use of
the CRM tool.
We received the best corporate organization in social media in
Kenyas’2014 SOMA Awards;
Acknowledged globally as the 2014 world’s most ‘‘socially devoted’’
industrial company after answering more than 15,000 queries posed
by electricity consumers on Facebook 2014 according to a report by
Social bakers, a Czech-based firm.
February - April 2010: Kenya Network of Women with Aids (KENWA
Region: Mathare slums-Nairobi
Worked As: Intern
I was exposed to the following areas
 Donor Project proposal writing skills
 Training on the preventive measures of HIV &AIDS and how to
mitigate stigmatization in the community

6.  Carrying out needs assessment and research work of the
People living with HIV&AIDS and vulnerable children.
 Team building, capacity building and community mobilization
of Mathare slums dwellers
 Giving home based care and visits to the people living with
HIV/AIDS
 Teaching self-help skills which include: multi-purpose soap,
juice and candle making to the women.
 Facilitating feeding program services which included: preparing
food, washing dishes and taking the food to the bed ridden
clients
 Giving talks on the balanced diets of the HIV/AIDS patients
2008 - 2009 Daystar University
Region: Athi River (Kenya)
Worked As: Chaplain Assistant
Responsibilities:
 Discipleship for newly enrolled studies
 Running daily errands for the chaplain.
 Assist to coordinate support operations and ministry team.
 Assist in planning religious support operations and
deployments
 Maintain reports, files and administrative data for religious
operations

7. Referees
Mary Nekesa
Senior Customer Relations Officer
Kenya Power &Lightening Company,
0722158851
nekesam@gmail.com
Chandi Rugendo,
Resident Lecturer (University Of Nairobi)
Meru Extra Mural Center and its Environs
Tel: 0722836948.