Lorraine Otieno

I am a friendly, motivated, team player who has a focus on developing my working skills, with over 5 years' experience working in various roles from Program Coordinator to most recently working as Client Service Manager. I am now actively seeking opportunities where I can utilize my skills and experience, within customer service / office administrator roles.

Client Service Manager - Home Instead Bromley - London

(2023-01 - 2025-01)

• Provided high‑level administrative and operational support, including Rota planning, executive support, and performance reporting.
• Managed client portfolios, oversee onboarding, and maintained strong service delivery standards.
• Coordinated with clients, care teams, GPs, and District Nurses while managing multiple priorities.
• Completed care plans and risk assessments in line with regulatory requirements, keeping accurate documentation.
• Led and supported care teams through training, mentoring, and performance reviews while balancing workloads.
• Contributed to business growth by meeting service and client targets with strong commercial awareness.
• Influenced and motivated team members, work collaboratively across departments, and resolve client issues professionally.

Program Coordinator - Simply Fitness - London

(2019-01 - 2023-01)

• Designed and delivered wellbeing initiatives, including the Healthy Habits Programme, to support healthier lifestyles.
• Created digital and print marketing materials to attract and retain a diverse range of clients.
• Advised clients and prospects on programme benefits and services to increase engagement.
• Developed motivational campaigns with practical tools to encourage long‑term wellness.

Program Coordinator - Africa Platform - Nairobi, KE

(2015-01 - 2022-01)

• Conducted programme research to create proposals tailored to local needs and contexts.
• Built strategic relationships with key stakeholders, attended workshops, and identified potential partners for joint projects.
• Set daily and weekly team targets, produced workshop reports, and provided analysis and recommendations for future work.
• Provided administrative support by scheduling meetings, preparing agendas, taking minutes, managing contact databases, and coordinating conference logistics.
• Delivered targeted communications to organisations to build networks and support collaboration, helping achieve annual goals.
• Engaged with senior stakeholders and potential donors, handling queries and managing day‑to‑day operational issues.

MSc - Violence, Conflict and Development - University of London, SOAS (2016-01 - 2017-01)

B.A. Honors Degree - Sociology and Psychology - Coventry University (2010-01 - 2014-01)

Certification - Psychology of Diversity and Abnormal Psychology - Harvard University Summer School (2012-01 - 2012-01)