Evelyn nyakio

Served as first point of contact for account, product, and service queries, resolving issues to maintain client and colleague relationships. Monitored client spend patterns and held providers to agreed service standards to safeguard client and organizational interests.

Handled day-to-day client and colleague queries across multiple product lines to improve satisfaction. Monitored product usage trends and policy compliance, coordinating with internal teams to support compliant service delivery and drive upsell and cross-sell.

Built and maintained client and referral partner relationships while delivering personalized financial planning advice. Ensured regulatory and company policy compliance, achieving a 60% client satisfaction rating.

Reviewed loan portfolios and account records to verify accuracy and support timely, policy-compliant processing. Managed partner and referral channels to improve service quality, contributing to a 50% increase in sales and reducing default rates through remedial actions.

Reviewed invoices and financial records for multiple clients to verify charges and ensure timely payments, credits, and refunds. Streamlined reconciliation processes to reduce average monthly reconciliation time and support audit readiness, and prepared budget forecasts and spend reports.

Maintained comprehensive documentation to ensure completeness and compliance for project and business reporting. Consolidated management progress reports, monitored programme trends, and coordinated capacity constraint assessments to design targeted efficiency improvements.

Managed documentation and reporting workflows supporting programme and event-related planning with cross-functional teams. Designed monitoring frameworks to track compliance and performance trends, identifying bottlenecks and proposing evidence-based process improvements.

Processed invoices with high accuracy by verifying charges and ensuring timely supplier payments in line with financial controls. Corrected billing errors and assisted with preparation of statutory financial reports in accordance with regulatory requirements.

Verified and maintained data integrity for a government cash transfer programme to support compliance and accurate reporting. Compiled detailed trend reports for county officials to inform informed resource-allocation decisions.

Developed participatory monitoring tools and engaged community stakeholders to strengthen data collection and accountability. Coordinated with local groups and partners to facilitate access to financial services for 800 women and built reporting capacity through targeted training.

Completed a Certificate in Monitoring & Evaluation at the Kenya Institute of Management in 2015.

Completed a Bachelor of Commerce at Strathmore University from 2009 to 2014.

Earned the Kenya Certificate of Secondary Education at Nguviu Girls High School from 2005 to 2008.