Open to opportunities

Lorna Makena

@lornamakena

I coordinate customer operations and admin support, improving workflows, communications, and digital records with AI-savvy insight.

Kenya

Message

What I'm looking for

I’m looking for a role where I can own customer communication and workflow coordination, improve processes with clear reporting, and support day-to-day operations in a remote or hybrid environment—while contributing strong content and communication skills.

Customer Operations & Experience Support is where I add the most value: I’ve spent 3+ years coordinating customer communication, virtual meetings, and digital collaboration to keep service delivery on track. I manage workflows between clients and internal teams, maintain digital filing systems with accuracy and confidentiality, and act as a key liaison between customers and technical teams to streamline issue resolution.

Alongside my operations experience, I build content systems that translate complex topics into accessible, engaging writing. As an independent content creator (Medium & LinkedIn), I research, write, edit, design, publish, and distribute content—applying SEO and content optimization to grow reach and engagement, while also developing branding, multimedia, and communication assets using tools like Canva and Adobe Premiere Pro.

Experience

Work history, roles, and key accomplishments

Current

Independent Content Creator

Current

Medium & LinkedIn

Jan 2025 - Present (1 year 5 months)

Researched, wrote, edited, designed, and published content on Generative AI, digital trends, productivity, and lifestyle topics. Applied SEO and content optimization to increase audience reach while translating complex ideas into accessible posts for diverse online readers.

Generative AI Content Research SEO Optimization Content Editing Publishing Technical Topic Simplification

Customer Operations Support

Leizam Ventures Ltd

Jul 2023 - May 2026 (2 years 10 months)

Coordinated customer communications and workflows between clients and internal teams for 3+ years remotely, ensuring responsive service and timely deliverables. Maintained accurate digital records, handled confidential information, and used customer feedback to support service and process improvements.

Customer Communications Customer Relationship Management Process Improvement Cross functional Coordination

Education

Degrees, certifications, and relevant coursework

Jaramogi Oginga Odinga University of Science and Technology

Bachelor of Science, Logistics and Supply Chain Management

Earned a Bachelor of Science in Logistics and Supply Chain Management from Jaramogi Oginga Odinga University of Science and Technology, graduating in December 2020.