BRIAN MATHEWS BWANA MAKINI
Nairobi
Summary
Dedicated Client Relations Specialist with a proven track record in client retention and satisfaction. My experience in managing teams effectively and executing engagement strategies has enabled me to build meaningful relationships with clients, while driving revenue growth. I am passionate about leveraging my skills in Operational Management, Economics and Customer Service to enhance client experiences and foster loyalty. Committed to Effective Communication, Problem-Solving and Client Retention.
Overview
5
5
years of professional experience
Work History
Affiliate Marketing Manager
Gamma Gaming Company
Nairobi, Kenya
06.2025 - Current
- Developed and managed affiliate marketing campaigns across multiple digital platforms.
- Analyzed affiliate performance data to optimize marketing strategies and improve engagement.
- Collaborated with content creators to produce promotional materials for affiliates.
- Monitored industry trends to identify new opportunities for affiliate partnerships.
- Created detailed reports on campaign performance for internal stakeholders.
- Trained and supported new affiliates in program guidelines and best practices.
- Conducted regular audits of affiliate accounts to ensure compliance with company policies.
- Provided ongoing analysis of campaign performance metrics including impressions, clicks, conversions.
- Created promotional materials such as banners, emails, landing pages. to drive traffic from affiliates.
- Developed incentives and rewards programs for existing and potential affiliates.
- Monitored performance of all affiliates and provided guidance on best practices.
- Built strong relationships with key stakeholders within the organization in order to ensure successful execution of projects.
Listing Coordinator
Kikazi Agency Corporation
Nairobi, Kenya
10.2025 - 01.2026
- Coordinated property listings and maintained accurate database records.
- Managed communication between clients, agents, and vendors effectively.
- Prepared marketing materials for property promotion and client outreach.
- Supported team meetings by providing agenda items and notes for discussions.
- Maintained accurate data on current listings in database systems.
TEAM MANAGER
JetBlue Airline
Nairobi
09.2023 - 05.2025
- Client Retention and Relation
- Quality Assurance
- Team Management and Development
- Performance Coaching
- Providing knowledge, resources and information to support agents
- New Hire Training
- Analyzed client feedback and performance metrics to identify areas for improvement and implement corrective actions
- Coordinated cross-functional teams to ensure seamless delivery of services and meet client expectations
- Developed and implemented client engagement strategies to enhance customer loyalty and satisfaction.
- Nurtured long-term relationships with key clients, resulting in increased business opportunities and revenue growth.
- Client Retention and Relation, Quality Assurance, Team Management and Development, Performance Coaching.
CUSTOMER SERVICE REPRESENTATIVE
Spirit Airline and JetBlue Airline
Nairobi
09.2022 - 09.2023
- Handled Inbound calls for International Clients
- Handled client inquiries and resolved issues promptly to ensure high levels of customer satisfaction
- Utilized CRM software to track client interactions and improve service delivery
- Trained and mentored new customer service representatives on best practices and company policies
- Gathered and analyzed customer feedback to identify trends and drive continuous improvement efforts
- Handled Inbound calls for International Clients.
FINANCE OFFICER AND CREDIT AND RECOVERY ASSISTANT
Maisha Bora SACCO
Nairobi
01.2022 - 08.2022
- Disbursed and Tracked loan progress
- Followed up on Loan Default Accounts
- Conducted Credit Analysis of SME Loan Applications
- Carried out Bank and Ledger Reconciliation
- Disbursed and Tracked loan progress.
FINANCIAL ANALYST AND CREDIT ASSISTANT, INTERN
Chai SACCO LTD
Nairobi
02.2021 - 05.2021
- Carried out Operational Duties such as Receipt book keeping and Bank Transfers Record Keeping
- Carried out Financial Analysis and Data Entry processes such as Ledger Reconciliation
- Carried out Credit and Recovery audits on Loans disbursed
- Carried out Operational Duties such as Receipt book keeping and Bank Transfers Record Keeping.
Education
Certified Public Accountant -
KENYA COLLEGE OF ACCOUNTANCY (KCA) University
Nairobi, Kenya01.2026
Bachelor of Arts - Economics
CATHOLIC UNIVERSITY OF EASTERN AFRICA (CUEA)
Nairobi, Kenya10.2023
Youth Development Program -
PAN AFRICAN CHRISTIAN UNIVERSITY
Nairobi, Kenya04.2019
Skills
- Client relationship management
- Communication
- Leadership and team development
- Customer engagement strategies
- Risk management and mitigation
- Conflict resolution and problem solving
- Operational management and performance management optimization
- Data analysis and reporting
- Quality assurance
- Training and mentorship
Accomplishments
- Successfully piloted a Sales L.O.B. of 15 customer service agents, improving overall team performance through targeted training and coaching.
- Analyzed client feedback and performance metrics, leading to a 25% improvement in service delivery.
Languages
- Kiswahili
- English
References
References available upon request.
Timeline
Listing Coordinator
Kikazi Agency Corporation
10.2025 - 01.2026
Affiliate Marketing Manager
Gamma Gaming Company
06.2025 - Current
TEAM MANAGER
JetBlue Airline
09.2023 - 05.2025
CUSTOMER SERVICE REPRESENTATIVE
Spirit Airline and JetBlue Airline
09.2022 - 09.2023
FINANCE OFFICER AND CREDIT AND RECOVERY ASSISTANT
Maisha Bora SACCO
01.2022 - 08.2022
FINANCIAL ANALYST AND CREDIT ASSISTANT, INTERN
Chai SACCO LTD
02.2021 - 05.2021
Certified Public Accountant -
KENYA COLLEGE OF ACCOUNTANCY (KCA) University
Bachelor of Arts - Economics
CATHOLIC UNIVERSITY OF EASTERN AFRICA (CUEA)
Youth Development Program -
PAN AFRICAN CHRISTIAN UNIVERSITY