Customer Success & Credit Portfolio Management Services

Jeremia Mnayi

Starting at

200

/hr

About this service

Summary

I help businesses across East Africa strengthen customer relationships, improve retention, and streamline credit management processes. With expertise in CRM strategy, customer support optimization, and credit risk handling, I design systems and workflows that enhance trust, increase customer lifetime value, and reduce operational inefficiencies. My unique value comes from combining hands-on regional experience with data-driven decision making and personalized client support.

FAQs

Do you work with businesses that don’t currently use a CRM system?
Yes. I can help you select, set up, and customize a CRM system from scratch based on your operations and budget.
Can you train my team?
Absolutely. I offer both remote and on-site training sessions tailored to your staff’s skill level and workflow.
Which regions do you serve?
I serve businesses across Kenya, Uganda, Tanzania, Rwanda, and the broader East African region
What if we already have a CRM, but it’s not effective?
I’ll audit your current configuration and streamline workflows to ensure the CRM works for you rather than adding complexity.

What's included

Client Relationship Management Strategy
A tailored CRM strategy outlining communication flow, customer journey mapping, retention tactics, and support escalation structure customized to your business model.
Customer Interaction & Service Playbook
A step-by-step guide for handling customer queries, complaints, credit requests, and relationship follow-ups to ensure consistent and professional client experience.
Credit Risk Assessment & Monitoring Framework
A structured method to evaluate customer creditworthiness, manage repayment timelines, and reduce exposure to default risks.
Performance & Customer Insights Report
A detailed report analyzing customer satisfaction trends, service bottlenecks, credit performance, and operational improvement opportunities.
Staff Coaching / Training Session
A hands-on training session for your customer service, credit, or collections team to improve client communication and relationship-building skills.

Example projects