Customer Service Project Manager
Resume:
SKILLS
• Stakeholder relations
• Project status reporting
• Confluence
• Stakeholder liaison
• Document coordination
• Salesforce
• Cost control
• Detail-orientated
• Contract review and
recommendations
• Vendor sourcing
• Risk management
• Staff retention
• Productivity improvement
• PMBOK methodology
• Flow management
• Process improvement
• Workforce training
• Organised and efficient
• Key stakeholder engagement
• Six Sigma
• PRINCE2
• Portfolio management
• Agile project management
• High-value project
management
EDUCATION
01/2018
Jomo Kenyatta University of
Agriculture and Techno
Nairobi, Kenya
Fredrick shule
Mokora
**************@*****.***
Nairobi, Kenya 40200
https:www.Linkedin.com
PROFESSIONAL SUMMARY
Project Manager versed in all aspects of project and personnel management. Results-oriented and high-energy professional with talent for leading by example and inspiring peak performance. High-achieving management professional possessing excellent communication, organisational and analytical capabilities. Devises innovative solutions to resolve business and technology challenges.
Detailed Project Manager effective in taking project from shop drawing to completion. Certified as Project Management Professional. Looking for new role where hard work and dedication will be highly valued.
Results-orientated and high-energy project manager with a talent for leading by example and inspiring peak performance. Recognised for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team-building record.
Hardworking as project officer brings proven success in overseeing administrative areas. Knowledgeable about best methods for managing resources, schedules and personnel to achieve objectives. Tech-savvy and always looking for improvement opportunities.
Talented administrative leader with six years of experience in business operations and team oversight. Looks for opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Dedicated Branch Manager highly effective in undertaking administrative and programme management tasks. Manages complex data with excellent organisation. Motivated to achieve outstanding success through prompt communication and helpful Masters of Science : Project
management
• Coursework in project
management
• Member of project managers
association.
• Academic honours in
PM
• Captain of Mentorship team
01/2009
University of Nairobi Kisii,
Kenya
Certificate : Public relations
• Coursework in PR
• Member of PR
• Graduate with Distinction.
06/2011
Kisii University Kisii,
Kenya
Bachelor of Accounting:
Accounting
• Graduate with Degree
• Coursework in Bcom
02/2003
Kenya school of Monetary
Studies Nairobi, Kenya
Certificate : Banking and
finance
DIRECTORATE OF CRIMINAL
INVESTIGATIONS
DIRECTORATE OF CRIMINAL
INVESTIGATIONS
HEADQUARTERS P.O.Box 30036
KENYA
00100 GPO NAIROBI
NIL NIL
POLICE CLEARANCE
CERTIFICATE
I hereby certify that the
fingerprints recorded from
FREDRICK SHULE MOKORA
holder of ID No. 22718729
have been searched in
Criminal Records Office's
database with/without
approach. Works to increase success through effective work strategies and customer service.
Focused manager with impressive track record in collaborative, cross-functional teamwork within high-pressure environments. Adept at project planning and managing multiple accounts at once. Dedicated to improving company sales goals and meeting business objectives.
Organised and dependable manager with six years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals. Enthusiastic establishment officer with two years of experience. Secures team success through hard work, attention to detail and excellent organisation. Shares full knowledge to achieve results. Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross- functional teams. Leads projects, company operations and business growth.
Reliable Lecture with Education of high leaning industry experience. Offers excellent communication and good judgment to effectively meet team needs. Proactive planner and problem solver.
Resourceful employee with outstanding knowledge to develop and maintain healthy customer pipeline. Consistently works to attract new business opportunities. Talent in administrative oversight, recruitment processes and customer service improvements.
WORK HISTORY
01/2018 - Current
Jomo Kenyatta University Of Agriculture and Technology Kisii, KE
Lecturer
• Designed exams, assessments and course content, including lecture material and writing assignments.
• Lectured classes using exceptional communication techniques to enhance engagement.
• Advised students on academic paths, providing holistic support throughout degree learnings.
• Raised course attendance, retention and grades by overhauling previous course delivery.
• Engaged, motivated and inspired students to develop thirst for knowledge.
• Graded periodic exams, inputting marks and feedback onto computer system.
• Monitored students' progress against educational targets, implementing positive interventions.
• Organised educational activities and events to drive learning previous record. The validity
of the information on this
certificate is as of the, CASE
OF PREVIOUS, OFFENCE(S
DATE
. OFFENCE(S): NIL RESULTS OF
NIL NIL, DATE, NIL, NIL, NIL,
DATE, NIL
OFFENCE
DATE
NIL This Certificate has been
issued without any alteration
or any erasure (P.M. Onyango)
For: Director, Directorate of
Criminal Investigations (P.T.O)
NOTE: This is a computer
generated certificate, to
verify the authenticity of this
document, send DCI to 21546
Then Dial 512# and select
"Police Clearance" REMARKS
DATE
RESULTS
Ref. No
V5TDAYD7 Date.
NIL
RESULTS OF
01/2018+
Jomo Kenyatta University Of
Agriculture and Techno
Nairobi, KE
Doctor of Philosophy: Project
management
• Graduate with PhD
• Coursework in Project
management
CERTIFICATIONS
• Certified Project
Management Professional
objectives and promote engagement.
• Varied course delivery through workshops, work placements and technology-based learning.
• Encouraged students to develop skills in reflection, critical thinking and analysis.
• Offered academic and pastoral support to students requiring additional help.
• Varied teaching strategies, catering to educational needs of young adults and mature students.
• Developed and updated curriculum to reflect contemporary issues, topics and industry advancements.
05/2007 - 04/2009
Wakenya Pamoja Sacco ltd Kisii, KE
Establishment officer
• Handled high-volume telephone and email enquiries to minimise backlogs.
• Improved efficiency and productivity by acquiring new skills.
• Completed opening and closing procedures, from product replenishment to budget control.
• Conducted intensive safety audits and investigated reported issues, accidents and near-misses.
• Conducted research and gathered information from multiple sources to present clear results.
• Handled high volume calls to address customer inquiries and concerns.
• Managed teams by overseeing hiring, training and professional growth of employees.
• Reviewed customer history to recommend appropriate products and services.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Displayed energy and enthusiasm in fast-paced environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Generated Key Performance Indicator reporting to drive better performance.
• Increased customer satisfaction by resolving issues.
• Completed duties to deliver on targets with accuracy and efficiency.
01/2019 - 12/2019
Kenya Institute of Management Nairobi, KE
Lecturer.
• Improved efficiency and productivity by acquiring new skills.
• Designed exams, assessments and course content, including lecture material and writing assignments.
• Lectured classes using exceptional communication techniques to enhance engagement.
• Advised students on academic paths, providing holistic support throughout degree learnings.
• Raised course attendance, retention and grades by overhauling previous course delivery.
• Delivered lectures across 9 subjects.
• Graded periodic exams, inputting marks and feedback onto computer system.
• Followed safeguarding principles to maximise student health and wellbeing.
• Monitored students' progress against educational targets, implementing positive interventions.
• Varied course delivery through workshops, work placements and technology-based learning.
• Recruited students by speaking at open days and off-site promotional events.
01/2010 - 12/2014
Wakenya Pamoja Sacco ltd Kisii, KE
Branch Manager
• Designed sales and service strategies to improve revenue and retention.
• Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
• Performed daily maintenance of loan applicant database.
• Created reports on deteriorating trends and fiscal year end losses.
• Recommended loan approvals and denials based on customer loan application reviews.
• Led, managed and motivated a branch team of 10 to consistently exceed sales targets by an average of 15%.
• Generated dramatic improvements across the entire sales cycle, including prospecting, conversion and contract negotiation.
• Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
• Increased overall annual sales 25% by incorporating several quality process improvements within the branch.
• Developed prospects for new loans with 12 cold calls weekly.
• Oversaw all aspects of branch management, including sales, revenue and policy enforcement.
• Developed and implemented new training programmes, achieving exceptional staff retention rates.
• Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
• Assisted senior-level credit officers with complex loan applications.
• Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
• Created strategies to develop and expand existing customer sales, which resulted in a 27% increase in annual sales.
• Interviewed and hired talented individuals with top-level strengths, improving overall talent and skills set for organisation.
• Adhered to all compliance guidelines for retail mortgage lending.
• Reviewed and edited loan agreements to promote efficiency and accuracy.
• Boosted branch sales by developing and deepening customer loyalty through incentive programmes.
• Received superior customer service satisfaction scores for six consecutive quarters.
• Met deadlines by proactively managing individual and team tasks and implementing Logging processes.
• Increased new bank relationships within local community by 28% through execution of quarterly promotions.
• Resolved escalated customer issues in timely manner, which boosted retention rates by 87%.
• Managed branch with average of Ksh. 9M in monthly deposits.
• Increased monthly staff retention rate by 76% after implementing new training programmes.
01/2003 - 12/2008
Postal Cooperation Of Kenya Nairobi, KE
Postal Officer
• Delivered services to customer locations within target timeframes.
• Processed invoices and payment runs with complete accuracy.
• Supported team by demonstrating respect and willingness to help.
• Oversaw daily operations to achieve high productivity levels.
• Carried out day-to-day duties accurately and efficiently.
• Completed duties to deliver on targets with accuracy and efficiency.
• Consistently arrived at work on time and ready to start immediately.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Maintained excellent working knowledge of industry trends and offered impeccable support to end-users.
ACCOMPLISHMENTS
• Supervised team responsible for executing well on projects, Leading to 35% increased revenue.
• Documented and resolved Marketing concerns, contributing to positive results.
• Implemented loaning process, streamlining work and increasing efficiency 65%
• Collaborated with team of 15 in development of Microfinance.
• Up sold additional products, increasing monthly revenue 35%
• Volunteers in a community project.
ACADEMIC WORK
Influence of energy projects
Innovation on the growth of renewable energy.
http:www.ijssit.com*Fredrick Shule Mokora
Professional membership:
Kenya Association of project managers
[Membership number:373]
Contact this candidate