At Britam Holdings, I manage relationships across a KES 15 billion pension portfolio, working with corporate clients and internal stakeholders to support customer experience and business growth.
I coordinate customer issues with internal teams, helping reduce request turnaround time by 60%. I also manage onboarding for 50+ SME clients in partnership with compliance and operations teams.
I facilitate self-service platform training for customers and employer representatives, increasing platform utilization by 50% and reducing routine support requests by 40%. I also develop and analyze operational and customer performance reports to track KPIs and identify opportunities for improvement.
Previously, at ICEA Lion Group, I built and managed a pipeline of prospective clients and owned portfolio growth worth KES 10 million through acquisition, retention, upselling, and cross-selling. Earlier, as a Human Resource Intern at Kinyanjui & Kirimi Advocates, I supported employee engagement, onboarding, and reporting.
