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CV Profile No.47731

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Last name : *****
First name : ****
Phone : +2***********
Email : ******@******
Date of birth : : ********
Nationality : ****
Address : ***********************

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Profile details

Job category searched
» Services
Professional experience
2 to 5 years
» Banking, insurance, finance
» Call centers, hotlines
Professional Experience: 
10.2010 - 03.2015
Officer
Diamond Trust Bank
 Processing of Telegraphic transfers/RTGS, fixed deposits, Inward & outward clearing of cheques.  Resolving Customer queries, cross-selling and ensuring minimal complaints from customers.  Involvement in any training that one requires and or attending any training sessions provided at any given time.  Maintained operational excellence for the branch to support high standards of service delivery.  Provided prudent cash management in the branch to ensure that there is adequate but not excessive cash holding.  Offered smooth delivery of service to customers; minimises risks of loss and opportunity for revenues  Maintaining the security and confidentiality of bank and customer information.  Provided daily checking of all the transfer vouchers and ensuring that the same are properly stitched  Ensuring all GL accounts, nostro accounts and sundry accounts are regularized at close of day.  Managed cash holding and liaised with the Manager to meet branch targets reflecting risk and non-productive assets reduction in order to ensure that there is enough cash/change in the branch and any excess cash transferred to the Head Office for outward transmission to CBK.  Ensured that all entries are verified in the system at close of day.
04.2014 - 10.2015
Cash Officer
Imperial Bank Limited
 Vault custodian in charge of cash;  Authorization of all cash entries and back office entries;  Authorization of In-house transfers, RTGS and Telegraphic transfers processing, Standing Orders, Direct debits and EFTS;  Preparing monthly end reports that clearly show the profits of the branch;  Dealing with conversion of currencies (buying/selling and demand drafts issuance  Ensuring all balances are up to date with the cashiers and the vault;  Reporting cash handling in the vault and with tellers is within the limit of the insurance cover;  Handling the keys and codes to the vault;  Maintain documents relating to banking including bank mandates, list of signatories.  To handle any other area/department in absence of the manager within the operations department.  Ensuring all nostro accounts,GL accounts, sundry accounts are regularized at close of day.  Reconciliation of demand drafts and crediting customer accounts with inward remittances received via swift from local/nostro bank accounts.
01.2016 - 01.2020
Customer Service Executive
Imperial Bank Limited ( In receivership)
 Support in the development of the Banks Customer Service which involves a major exercise of engaging with clients on the way forward since the management of the bank was handed over to KDIC (Kenya Deposit Insurance Corporation). This tasked me with the role of team leading the culture transformation exercise that would go hand in hand with the transformation.  Develop and provide customer service management reports and also produce adhoc customer service analysis through monitoring and responding to customer inquiries and complaints. I manage the customer service weekly and monthly returns and ensure all arising issues in branches are resolved timely.  Receiving and processing claim forms and answering client queries on the same.  Manage Bank’s correspondence with both internal and external communication  Manage Customer queries received via alternative channels such as emails, letters, calls and handling them as per laid down procedures.  Ensure timely and complete resolution of customer queries.
Since 02.2020
Customer Service Manager
Rose of Sharon Academy
 Understand client needs and customize existing business programs to meet their needs.  Provide client support and handle client communications effectively  Inform clients about company products, services and promotions.  Ensure the client requests are handled timely and accurately.  Create effective customer service procedures, policies and standards.  Training staff to deliver a high standard of customer service  Maintain up to date knowledge about company products and services  Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
Skills
o Customer Service, Analytical and problem-solving skills o Excellent Communication and interpersonal skills o Proven planning, co-ordination and time management skills o Strong leadership skills o Ability to work well under pressure o Motivation skills o Presentation skills
Education
Master
05.2014 - 10.2017
Master of Business Administration
Africa Nazarene University
Strategic Management Option
01.2008 - 07.2011
Bachelor of Business Administration
Kenya Methodist University
Human Resource Management Option
Languages
englishfluent
More information
immediately
Nairobi
Place of residence : Nairobi
Permanent contract
27.10.2020
11

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