Betty Makena Kiongo

• Led programs to solve strategic growth questions for business.
• Developed strategic partnerships with prospects clients and partners to ensure cost efficiency.
• Conducted research on industry trends, competitor activities, and customer needs.
• Developed and significantly grew assigned territory to 70% within first year.
• Liaised with channel partners to build business.
• Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
• Conducted market research and reported on competitors.
• Coordinated product launches and sales promotion by creating detailed launch plans based on market analysis data.
• Provided excellent service solutions and attention to customers when face-to-face or through phone conversations.
• Exceeded customer satisfaction by finding creative solutions to problems.

• Led programs and business presentations that led to business growth and to solve strategic questions for business.
• Mentored junior staff and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
• Developed strategic partnerships with insurance brokers and agents to ensure cost efficiency.
• Leading training of sales people and proposal writing to build capacity
• Conducted research on industry trends, competitor activities, and customer needs.
• Liaised with captive markets/partners to build business.
• facilitated and represented the fund manager during quarterly trustee and members meetings
• Lead sales planning, development, promotion and account management to grow existing accounts and establish new sales accounts.
• Conducted market research and reports on competitors.
• Coordinated product development and launches by creating detailed launch plans based on market analysis data.
• Delivered products to customer locations on time.
• Ensured weekly reporting on production to Executive.

• Responsible for implementing of quality standards and brand awareness.
• Responsible for internal communication on product offerings and services;
• Liaised with various teams and departments across the organization to increase stake holder’s awareness and effectiveness.
• Facilitated a customer-centric culture in the business sections;
• Carried our customer satisfaction survey in order to address lapses in service;
• Involved in coordinating all marketing, advertising and promotional activities;
• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Assisted customers with product inquiries and resolving complaints promptly and professionally.
• Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
• Identified areas of improvement in the customer service process and developed strategies to address them.
• Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Maintained accurate records of customer interactions for future reference.
• Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
• Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
• Maintained knowledge of company products and services to promptly resolve complaints and concerns.
• Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
• Evaluated employee job performance and motivated staff to improve productivity.
• Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
• Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.

• Reviewed and monitored credit risk, liquidity risk, operational risk, market risk, legal risk and reputational risks of the company.
• Assisted in reviewing financial statements for accuracy and completeness.
• Analyzed data trends to assess current and future risks.
• Created reports summarizing risk management activities.
• Conducted research on industry best practices related to risk management procedures.
• Assisted in developing strategies to mitigate identified risks.
• Performed detailed analysis of business operations to identify potential sources of liability or loss exposure.
• Drafted documents outlining key findings from investigations into potential threats.
• Assisted in designing training programs focused on identifying and managing risks.
• Maintained records related to all aspects of the organization's risk management program.
• Delivered timely support by tracking issues and communicating resolutions to end users.
• Acquired risk-related data from external and internal resources.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated leadership skills in managing projects from concept to completion.

The main areas of focus/study included:

• Project Management
• Monitoring & Evaluation in Development
• Project Planning & Design Development
• Project Appraisal & Impact Assessment
• Recourse Mobilization, Communication and Net working
• Culture & Development
• Politics, Human Security and Development
• Poverty & Inequality
• Statistics for Development
• Agriculture & Recourse Management
• Development Economics
• Human Development

Professional qualifications in the main areas of focus/study included:

• Insurance Law
• Underwriting Practice and Risk Management
• Marketing Insurance Products & Services
• Economics & Business Practice
• Insurance Corporate Management
• Advanced Insurance Broking
• Life Insurance
• Principles of Takaful
• Private Medical Insurance

Professional qualifications in following areas of focus/study included:

• Employee relations
• Reward Management
• HRMIS
• Employee Counseling
• HR Administration & Management
• Training & Development
• Employee Recourse
• Entrepreneurship

A degree in Business Administration provides universal fundamentals of management and running a of a profit or non profit enterprise. It provides a dynamic foundation of ones career path and growth. It helps build solid business sense, decision making abilities in any area of specialization

The areas of Specialization included:

Human Recourse Management - Minor

Marketing - Major

Completed KCSE