DENIS NYAMWAMU

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)