Philemon Mako
Nairobi,Kenya
Summary
An accomplished customer service leader with over 4 years of experience driving client satisfaction and operational excellence in dynamic, high-pressure settings. Recognized for building strong customer relationships, leading cross-functional teams, and implementing process improvements that support business growth. Demonstrates expertise in complex issue resolution, multi-channel communication, and performance management. Highly adaptable and analytical, with a consistent record of exceeding branch goals and enhancing team effectiveness.
Seasoned Branch Manager with background in steering operations and driving growth. Leveraged leadership skills to enhance team performance, customer satisfaction, and bottom-line results in previous roles. Possess strong strategic planning and problem-solving abilities, coupled with proficiency in customer relationship management, sales strategy implementation, and staff development. Successfully boosted branch productivity by optimizing processes and cultivating high-performing teams.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Branch Manager
Inspire Credit Ltd
07.2025 - Current
- Managed daily branch operations and ensured compliance with company policies.
- Oversaw staff performance and provided training to enhance team skills.
- Developed and implemented new procedures to improve customer service efficiency.
- Facilitated staff meetings to communicate updates and gather feedback effectively.
- Analyzed branch performance metrics to identify areas for improvement.
- Established strong relationships with customers to foster loyalty and trust.
- Managed staff scheduling, hiring and training processes.
- Resolved escalated customer complaints in a timely manner.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Conducted thorough background checks to ensure compliance with company standards.
BRANCH MANAGER
Jaza Capital LTD
Nairobi, Kenya
09.2024 - 06.2025
- Cultivated and maintained strong client relationships by delivering high service standards and resolving issues promptly.
- Ensured compliance with company policies and applicable regulations while managing debt collection activities.
- Oversaw day-to-day branch operations, ensuring efficiency, compliance, and smooth service delivery.
- Reviewed and verified loan applications, approving qualified cases with integrity and adherence to lending standards.
- Drove branch performance by identifying growth opportunities and aligning branch targets with overall company objectives.
- Analysed customer data to highlight areas of improvement within the collections department.
- Resolved complex issues arising during the collections process to maintain customer satisfaction and compliance.
- Monitored past-due accounts and engaged account holders to arrange payment plans.
- Educated customers on debt management strategies to encourage timely repayment and financial responsibility.
- Supervised daily branch operations to ensure efficient service delivery.
- Conducted regular performance reviews for all employees in the branch.
SALES CONSULTANT
International Renaissance Centre
Nairobi, Kenya
08.2023 - 12.2024
- Delivered presentations to potential clients, effectively demonstrating the benefits and value of company products.
- Established and maintained long-term client relationships, generating repeat business and referrals.
- Identified customer needs and provided tailored solutions through company products and services.
- Researched sales statistics and evaluated potential opportunities with new businesses in target markets.
- Utilized promotional channels-including phone calls, emails, and social media-to reach prospective clients and build lasting relationships.
- Developed in-depth expertise in company product offerings, serving as a trusted resource for clients seeking guidance and information.
- Demonstrated product features and benefits to enhance customer understanding.
- Engaged clients through personalized consultations to determine needs and preferences.
COLLECTION OFFICER
Newark Frontiers
Nairobi, Kenya
02.2024 - 08.2024
- Identified past due accounts and contacted account holders to arrange payment.
- Contacted customers and explained debt management to encourage timely debt payments.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Conducted skip-tracing activities to locate delinquent customers.
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Analysed customer data to identify potential areas of improvement within the collections department.
- Resolved complex issues that arose during the collections process.
QUANTITATIVE FIELD ENUMERATOR
Ministry of Agriculture Livestock and Fisheries Development
Nairobi, Kenya
06.2023 - 07.2023
- Conducted household interviews and administered questionnaires, demonstrating strong interpersonal and communication skills.
- Collected and verified demographic and personal data with accuracy, highlighting attention to detail and data integrity.
- Maintained meticulous records of enumeration activities, ensuring consistency and compliance with project requirements.
- Reviewed survey results for accuracy and completeness before supervisor submission, showcasing organizational and quality-checking abilities.
- Engaged with diverse individuals in the community, strengthening cultural awareness, adaptability, and customer service skills.
- Provided feedback to improve data collection processes, reflecting problem-solving, teamwork, and process optimization skills.
Education
DIPLOMA - PUBLIC RELATIONS
East Africa Institute of Certified Studies
Nairobi, KenyaKENYA CERTIFICATE OF SECONDARY EDUCATION -
Moi Naikarra Secondary School
Skills
- Effective Communication
- Interpersonal Skills
- Product/Service Knowledge
- Conflict Resolution
- Problem-Solving
- Time Management
- Professionalism
- Adaptability
- Technological Proficiency
- Data Management
- Stress Management
- Teamwork
- Collaboration
- Leadership Skills
- Emotional Intelligence
- Continuous Learning
- Debt negotiation
- Market research
- Staff training
- Staff supervision
Certification
- Certificate in Digital Customer Service Generation Programme, 2023
- Certificate in Basic Computer Packages, Ritamar Computer College, 2022
- Certificate in Virtual Assistant, ALX Africa, 2025
References
- Francis Rokonga Turere, Regional Mentor, Sun King, francisturere7@gmail.com, +254 704 597580
- Erick Wakari, Instructor, Generation Kenya, erick@generationkenya.org, +254 708 185266
Timeline
Branch Manager
Inspire Credit Ltd
07.2025 - Current
BRANCH MANAGER
Jaza Capital LTD
09.2024 - 06.2025
COLLECTION OFFICER
Newark Frontiers
02.2024 - 08.2024
SALES CONSULTANT
International Renaissance Centre
08.2023 - 12.2024
QUANTITATIVE FIELD ENUMERATOR
Ministry of Agriculture Livestock and Fisheries Development
06.2023 - 07.2023
DIPLOMA - PUBLIC RELATIONS
East Africa Institute of Certified Studies
KENYA CERTIFICATE OF SECONDARY EDUCATION -
Moi Naikarra Secondary School