Teresa Abonyo Andiki

A Christian media ministry of CITAM that spreads the Gospel of Jesus Christ, educates, informs, inspires and transforms lives through Christian values and quality content on Hope FM, Hope TV, Hope Creatives, Hope Studios and Hope Digital.

• Maintained and organized records and documentation for easy access.
• Managed incoming communication to ensure timely responses and effective information flow.
• Coordinated support for various departments, enhancing collaboration and operational efficiency.
• Provided administrative support to ministry, facilitating processes that align with hope media's mission.
• Coordinated daily office operations, ensuring accurate records, correspondence, and schedule management.
• Managed incoming communications, routing requests and resolving administrative issues promptly.
• Maintained confidential files, databases, and documentation with consistent accuracy.
• Liaised with internal teams and external contacts to coordinate information flow.
• Maintained personnel records and updated internal databases to support document management.
• Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.

A microfinance firm in Kenya offering financial services to small and medium enterprises.

• Created and executed operational policies and procedures to support company growth and enhance operational effectiveness.
• Plan and execute strategies across departments to maintain quality customer service and drive customer satisfaction growth.
• Developed and implemented strategies across departments to enhance quality of customer service and increase customer satisfaction.
• Selected and trained new staff, offering coaching and feedback to improve individual and team performance.
• Monitor industry trends and maintain alignment with best practices.
• upheld legal compliance.

A financial institution in Kenya whose aim is to empower Kenyan’s financially by unlocking collateral value held in their vehicle without the need to liquidate their asset.

• Trained and empowered the team to handle all customers related concerns and ensured consistent professional service.
• Prepared comprehensive portfolio reports that effectively summarizing key data insights for informed decisionmaking
• Supervised and motivated direct reports and ensured each met their company objectives.
• Engaged third parties to ensure timely delivery of service level agreements, enhancing overall operational effectiveness.
• Ensured business growth through new client acquisition and encouraged client’s referral in partnership with financial advisors and business development team.
• Collaborated with customer service and business development teams to streamline communication and provide tailored solutions to customers.
• Handled escalated issues and ensured customers get immediate resolution on their concerns and maintain satisfaction.
• Managed a portfolio of consumer accounts, employing effective negotiation and problem-solving skills to recover outstanding debts

A financial institution in Kenya whose aim is to empower Kenyan’s financially by unlocking collateral value held in their vehicle without the need to liquidate their asset.

• Monitored and followed up with clients on payment plans to maintain portfolio at risk below company target of 5%.
• Retained and grew customer base by proactively engaging in partnership role with existing clients to enhance value.
• Established working relation with business development departments to facilitate communication and deliver personalized solutions to customers.
• Monitored customer issues and reached out to provide immediate resolutions, ensuring high satisfaction levels.
• Engage customers post-service delivery to develop strategic plans aimed at enhancing customer satisfaction.

A leading communication company in Kenya.

• Demonstrated respect and friendliness to all customers.
• Collaborated with customers to identify needs and deliver tailored service solutions.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Increased customer satisfaction by resolving issues within average handling time of 3mins.
• Proved successful working within tight deadlines and fast-paced atmosphere, delivering 80 calls per day.
• Worked flexible hours across night, weekend and holiday shifts.
• Actively listened to customers, resolved concerns promptly, and escalated critical issues to supervisor for timely resolution.
• Prepared variety of different written communications, reports and documents

A consulting firm that provides recruitment services, employee training, and strategic planning for various organizations.

• Executed marketing programs and business solutions, enhancing company exposure, customer traffic, and sales.
• Created marketing presentations, public relations campaigns, articles, and newsletters to support brand messaging.
• Maintained reporting and generated actionable insights to optimize branding efforts.
• Presenting new services to enhance existing relationships with clients and ensure 100% retention.
• Conducted client debriefing sessions to assess needs.
• Crafted loyalty strategies aimed at improving customer retention.

A real estate company managing various administrative tasks.

• Updated spreadsheets and created presentations to support executives, enhancing decision-making and team collaboration.
• Updated spreadsheets and created presentations to support executives and boost team productivity.
• Attended meetings, documented discussions, and tracked action items to ensure accountability and follow-through.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Attended meetings, took notes and tracked action items.
• Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
• Coordinated international and domestic travel logistics, streamlining arrangements for flights, accommodations, and transportation.

• Analyzed customer behavior, preferences, and purchasing habits to inform marketing strategies.
• Completed in-depth reviews of market conditions and customer preferences.
• Reviewed market conditions and customer preferences to guide decision-making processes.
• Created marketing presentations, public relations campaigns, articles, and newsletters to engage target audiences.
• Managed operations at a learning institute in Kenya.

• Fostered relationships with sponsors, procuring 3 trials and negotiating budgets and contracts, enhancing collaboration with new and existing sponsors.
• Established strategic goals for broad-scale research through acquisition of appropriate funding and program support.
• Built institution's research portfolio in accordance with long-term strategic plan.
• Established strategic goals for broad-scale research, securing funding and program support aligned with institutional objectives.
• Conducted research on local companies in Kenya to identify potential partnerships.

• Executed guerilla marketing strategies in homes and businesses to showcase and demonstrate bank products.
• Did guerilla marketing in homes and businesses to discuss and demonstrate products offered by the bank.
• Supported sales teams through administrative tasks that facilitated conversion of quality leads into customers.
• Compiled reports detailing activities and sales performance.
• Worked at a financial institution in Kenya, providing customer support and banking services.

• Demonstrated energy and enthusiasm in fast-paced environment to foster positive team dynamics.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Enhanced operations through dedication and proactive engagement in daily tasks.
• Managed real estate operations in Kenya, overseeing property listings and client interactions.