RESUME
NAME: LOREEN MAKOKHA TEMESI
NATIONALITY: KENYAN
RELIGION: CHRISTIAN
LANGUAGE: ENGLISH & KISWAHILI
CONTACTS:
MOBILE: -
EMAIL:-
SUMMARY OF KEY SKILLS
Microsoft Office Suite| MS Excel |QuickBooks |Vanguard Financials System | SEO| CRM
Hands-on experience with Sacco procedures and products.
Able to read, analyze and interpret financial statements.
Able to handle difficult customers with diplomacy and tact.
Excellent analytical, Problem-solving, presentation, and report writing skills
Excellent Communication and Interpersonal skills
EDUCATIONAL BACKGROUND
YEAR QUALIFICATION INSTITUTION
2021 Fundamentals of Digital Marketing Google Digital Skills for Africa- Bachelor of commerce (Marketing) Murang’a University of Technology
2015 – 2015 Computer Studies WEFOCO Computer College
2010 – 2014 High school Certificate ST. Mathia’s Mwitoti Secondary School- Primary school Certificate Eshiakhulo Primary School
WORK AND EXPERIENCE
Jan 2020 to date: Customer service officer And Digital Marketer Invest and Grow Sacco
Handling customers question and complains and providing appropriate follow-ups on Zoho CRM about products and service offered.
Handling and managing all social media platforms.
Creating photo and video content for social media posting.
Providing Sacco’s product and services information to members and answering question on customer needs to their expectations.
Managing incoming calls through 3CX and redirecting calls to different departments as per customer needs.
Managing social media enquiries and ensuring customer satisfaction.
Ensuring customer satisfaction through resolving complains in a friendly and timely manner.
Creating records of customer interactions and doing follow ups to ensure all questions are promptly answered.
Keeping afloat with the technical personnel to ensure all technical issues raised and user challenges on our social media platforms and mobile app usage are resolved.
Maintaining customer accounts and updating their information as needed.
Identifying common issues and bringing them to the team to avoid repetition of the same.
Giving feedback to management from customer interaction via customer surveys.
Opening and meeting daily targets of savings account for new members.
Ensuring easier and timely flow of information to members and colleagues.
Communicate and report on content findings and recommend actions to ensure achievement of performance goals.
Explore the value of new creative opportunities within our team’s specific workflows.
Guiding customers to the required departments when they visit the Sacco premise.
Staying up to date on new market trends and all changes in the Sacco to ensure provision of correct and accurate information to members.
Digital Marketing, Brand and Public Relations Officer
FreeUp – Remote
January 2020 to Dec 2024
1. Client and Brand pitches to various journalists and media houses to have them featured. Over 30 organic features accomplished including Thrive Global, Authority Magazine, PR on The Go, Podcasts, TV shows etc. This is majorly done by aligning the brand or client as a voice of authority in their field or in relevant matters.
2. Podcast sourcing, invites and pitches.
3. Creating a Bio, both long and short to capture readers attention
4. Coming up with Marketing, Brand and PR Strategies
5. Executing the Marketing, Brand and PR Strategies
6. Content Creation and Calendar Management
7. Social Media Management 8. Project Management for the various clients
9. Community Management
10. Lead Generation
11. Internal and External Communication
12. Minor video and Image designs for every day communication or postings
13. Client Relations
14. Business Development
15. Events Management
Nov 2023; Acting branch supervisor.
Overseeing all branch operations.
Overseeing performance of all staff at the branch.
Managing cash and handling branch finances.
Developing and attaining sales goals.
Approving and disbursing of both long term and short term loans.
Acknowledging cash and ensuring safe custody of it.
Incharge of growing branch revenue
Ensuring customer satisfaction and delivering excellent customer service.
Sep 2019 to Dec 2019: Sales and Marketing officer Invest and Grow Sacco.
Promoting the company's existing brands and introducing new products to the market.
Analyzing markets and recruiting more members to the Sacco.
Researching and developing marketing opportunities and plans, understanding consumer requirements, identifying market trends, and suggesting system improvements to achieve the company's marketing goals.
Gathering, investigating, and summarizing market data and trends to draft reports.
Implementing new sales plans and advertising.
Maintaining relationships with important clients by making regular visits, understanding their needs, and anticipating new marketing opportunities.
Staying current in the industry by attending educational opportunities, conferences, and workshops, reading publications, and maintaining personal and professional networks.
Respond to applicants' questions and resolve any loan-related issues.
Operate in compliance with laws and regulations.
May 2018 to August 2018:
Customer Service Officer- Faulu Bank of Kenya
Handling clients concerns and directing problem to suitable parties,
Receiving all phone calls from clients
Managing social media enquiries
Checking customers request on balance and loan repayments
Calculating loan balance for clients.
Filing and recording customer information to the bank system
Ensuring compliance to all operational procedures.
Receiving and delivering emails to staff from the Headquarter.
Timely transmission of all customer applications form for membership and loans.
Opening accounts and processing loans to clients.
Advice clients on various products offered by the bank, the terms and conditions and time limits
May 2017 to August 2017
Therapeutic Foods Limited- Customer Care Officer
Help individuals, business and families select most appropriate meal plans according to their needs
Detailed knowledge of all meals offered and their benefits
Regular contact with existing customers
Follow up on clients and attending meeting and presentation with customers
Provide excellent service to new and existing clients
Attending office meeting, training and activation
Submitting weekly reports
INTERESTS
Research,
Reading
Mentoring and Volunteering
REFEREES
1. Miss Zuhura Wangara
Head of Marketing and Public Relations Free-Up
Mobile: -
Email:-
2. Mr. Shikochi Edwin
ICT Manager Invest and Grow Sacco
Mobile: -
Email:-
3. Mr. Josphat Faluma
Branch Manager, Faulu Bank of Kenya
Mobile: -
Email:-
