RACHEL SHUMA
DAR ES SALAAM
Summary
Results-driven Communication & Government Relations professional with expertise in strategic communication, stakeholder engagement, and digital marketing. Skilled in media relations, advocacy, crisis communication, and public relations. Proven ability to boost engagement by 200% and improve customer experience. Strong in partnerships and multi-stakeholder coordination.
Overview
7
7
years of professional experience
Work History
Communication and Government Relations Lead
Wananchi Cable (T) Ltd
DAR ES SALAAM
08.2020 - Current
- Led strategic communication, boosting brand visibility through media and digital campaigns.
- Strengthened government relations, driving policy advocacy and regulatory compliance.
- Managed crisis communication, ensuring effective issue resolution.
- Increased social media engagement by 200% with curated content and interactive campaigns.
- Optimized website and data analytics for better digital outreach.
- Launched CSR initiatives, positioning ZUKU FIBER in digital inclusion efforts.
- Improved customer service, reducing inquiry resolution time by 90%.
- Represented the company in government and industry forums on broadband.
Customer Service Representative
Wananchi Cable (T) Ltd
Dar Es Salaam
08.2018 - 07.2020
- Customer Satisfaction: Achieved 92%+ rating.
- Efficiency: Optimized call handling and service reliability.
- First-Call Resolution: Improved remote troubleshooting.
- Client Engagement: Strengthened customer relationships.
- Data Insights: Used analytics to enhance operations.
- Strategy: Developed customer experience improvements.
Project Officer – Communication & Partnerships
Taka Ni Ajira Foundation
Dar Es Salaam
09.2017 - 07.2018
- Boosted awareness of circular economy by 20%.
- Partnered with UNDP on waste mapping and microinsurance.
- Increased plastic collection by 30% through advocacy and partnerships.
- Secured $100K+ in funding for waste programs.
- Trained 200+ waste pickers in finance and digital skills.
- Used blockchain and GIS for waste tracking.
- Led national media campaigns on plastic pollution.
Education
Bachelor of Economics (Specialisation in Development Economics& Policy Analysis) - Bachelor of Economics
ARDHI UNIVERSITY
DAR ES SALAAM12-2017
Master of Environmental Economics (Online) - Master of Environmental Economics
University of Western Australia
AustraliaSkills
- Photography & Video Editing
- Graphic Design & Digital Content
- Social Media Management
- Website & Content Management
- Microsoft Office & Data Analysis
- CRM & Customer Service Tools
Short Training
- Communication & PR: UN SDG Academy
- Digital Marketing: Google Digital Marketing Cert.
- Graphic Design: Canva Essentials (Skillshare)
- Partnerships: UNSSC Partnership Management
- Technical Skills: Google Analytics (Skillshop)
- Leadership: Negotiation & Conflict Resolution (Yale)
Timeline
Communication and Government Relations Lead
Wananchi Cable (T) Ltd
08.2020 - Current
Customer Service Representative
Wananchi Cable (T) Ltd
08.2018 - 07.2020
Project Officer – Communication & Partnerships
Taka Ni Ajira Foundation
09.2017 - 07.2018
Bachelor of Economics (Specialisation in Development Economics& Policy Analysis) - Bachelor of Economics
ARDHI UNIVERSITY
Master of Environmental Economics (Online) - Master of Environmental Economics
University of Western Australia
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