Denis Nyamwamu

Versatile professional with 2+ years of combined experience in client relations, administrative support, and social services. Proven ability to manage high-volume interactions, maintain accurate records, and provide exceptional service across diverse environments. Skilled in communication, problem-solving, and technology with proficiency in Microsoft Office and CRM systems.

Demonstrated success in improving processes, building stakeholder relationships, and achieving organizational goals. Seeking to apply adaptable skill set and strong work ethic to contribute to team success and organizational growth.

Member Relations Officer | Palscity Sacco – Oracom Group, Westlands

May 2025 – October 16 th 2025

As a Member Relations Officer at Palscity Sacco,

I served as the key liaison between members and the institution’s leadership, managing high-volume interactions across phone, email, and in-person channels.

I successfully addressed member inquiries, resolved complaints, and supported onboarding processes while promoting financial products and literacy to support loan and savings process.

Served as the primary point of contact for members, managing a high volume of inbound and outbound communications via phone, email, and in-person channels to address inquiries and provide information on financial services.

Resolved client complaints and concerns with patience and professionalism, employing empathetic communication to de-escalate situations and achieve satisfactory resolutions,

fostering member trust and loyalty.

Maintained meticulous and up-to-date digital records of all member interactions and transactions in the organization’s system, ensuring data accuracy for reporting and service continuity.

Leveraging persuasive communication and conflict resolution skills, I built lasting relationships that fostered trust, loyalty, and repeat engagement.

I led digital engagement efforts via Palscity social media, creating targeted content and responding to inquiries online to enhance brand presence by running campaigns and member satisfaction demonstrating a results-oriented, customer-first approach aligned with institutional goals.

Served as primary point of contact for members, managing high-volume inquiries via phone, email, and in-person channels

Promoted financial products and services using persuasive communication techniques,

contributing to member onboarding and retention

Resolved customer complaints with empathy and professionalism, maintaining a 95%

satisfaction rate

Maintained accurate digital records of member interactions, ensuring data integrity and confidentiality

Probation – Volunteer | Elpis Counseling Centre, Westlands

June 9th - 8 th July 2025

As a Corporate Counseling Intern, I assisted in the planning and implementation of corporate wellness outreach programs, effectively communicating the value of mental health services to institutions and supporting stakeholder engagement.

Supported client service operations by managing initial inquiries and scheduling,

providing a professional first impression for the organization.

Assisted in documenting client feedback and service interactions, contributing information that supported program evaluation and improvement initiatives.

I contributed to the development of psychosocial content and proposals tailored for organizational settings, enhancing my skills in professional communication and program coordination.

Assisted in corporate wellness program outreach, effectively communicating service value to institutional clients

Supported client intake processes and administrative follow-up, ensuring smooth customer journey

Contributed to psychosocial content development, enhancing professional communication and engagement skills

I supported client intake processes and administrative operations, gaining hands-on experience in documentation, customer follow-up, and ensuring a smooth client journey from initial contact to service delivery. This role strengthened my organizational abilities,

attention to detail, and commitment to holistic employee wellness.

Assistant Children Officer | Directorate of Children Services, Ngong

May 2024 – Mar 2025

As an Assistant Children Officer, I provided both frontline and administrative support in implementing the Children Act 2022, serving vulnerable children and families with empathy, discretion, and professionalism.

Acted as a frontline client liaison, handling 100+ weekly phone calls and 50+ daily in-

person inquiries. Directed complex cases appropriately and provided clear,

compassionate communication to distressed clients.

Coordinated with multiple internal departments and external agencies (courts, social workers) to resolve client concerns, ensuring timely follow-up and case closure for over

200 active files, demonstrating strong attention to detail and data management skills.

Maintained 100% accuracy in 200+ confidential digital client records, demonstrating exceptional attention to detail and integrity in managing sensitive information.

Acting as a liaison between families, courts, and service providers, I ensured timely referrals and improved stakeholder coordination as well service delivery.

My role demanded high emotional intelligence, active listening, and crisis handling all essential to delivering child-centered, trauma-informed care in a high-pressure environment.

Managed 200+ confidential digital case files with 100% accuracy, demonstrating strong data management skills

Acted as liaison between families, courts, and service providers, ensuring timely and coordinated support

Implemented a visitor log system that reduced wait times by 30%, improving service efficiency

Enumerator Attachee and Assistant Social development officer | Ministry of Labour and

Social Protection, Kajiado County

May 2023 – Sep 2023

During my attachment, I led comprehensive data collection efforts through surveys and interviews within diverse community settings door-to-do, demonstrating advanced skills in rapport-building, active listening, and handling sensitive information with discretion.

I played a key role in the enumeration and registration of persons with disabilities and elderly individuals under the Inua Jamii social protection initiative.

I engaged respectfully with individuals to assess social welfare needs, ensuring accuracy,

confidentiality, and cultural sensitivity throughout the process. This role enhanced my proficiency in data entry, analysis, and client interaction developing a strong foundation in information management and high-volume task coordination. These experiences directly translate to high-performing call center operations, where precision,

professionalism, and customer service excellence are essential.

Conducted door-to-door surveys and data collection, engaging respectfully with 500+

community members

Maintained organized digital and physical filing systems, ensuring data accuracy and confidentiality

Developed strong rapport-building and active listening skills in diverse community settings

I also maintained confidential physical and digital filing systems, ensuring full compliance with data protection and privacy standards.

Bachelor of Social Work – Catholic University of Eastern Africa (Sept 2021 – October

2025)

Relevant Coursework: Project Management, Communication Skills, Ethics, Human

Behavior, Conflict Resolution, Ethical Decision-making, Human resources, personnel

Management, Computer Literacy etc

KCSE – Magena Boys High School, Kisii (2016 – 2020)

KCPE – Magena Primary School, Kisii (2007 – 2015)