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CV Profile No.66151

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Profile details

Job category searched
» Accounting, controlling, finance
» Marketing, communication
» Services
Professional experience
2 to 5 years
» Banking, insurance, finance
» Call centers, hotlines
» Consumer goods
Professional Experience: 
Since 04.2019
Call centre officer
I&M Bank
Key Contributions & Results: • Handling inbound calls & provide customers with information on various bank related inquiries. • Responding to emails relating to general banking issues and ensuring action taken within the stipulated time frames. • Customer onboarding. • Providing potential clients with information on new and existing products. • Supporting banks alternate channels. • Providing daily Customer retention through engagement and win-back campaigns • Provide feedback to the business from customers touching on service, process and product improvement as well as logging customer interactions in the CRM. • Observing the KYC and AML procedures when interacting with customers and reporting anything out of the norm to the concerned department. • Maintaining customer experience levels within the quality standards stipulated to build brand and customer loyalty • Lead generation and cross selling bank products to new and existing customers. • Managing objections geared towards retaining dissatisfied customers. • Advising clients on outward and inward unpaid cheques while liaising with the branch customer service representatives to ensure they are re-banked. • Handling social media inquiries within an average first response time of 10 minutes.
11.2018 - 03.2019
Intern
PZ Cussons
Key Contributions & Results: • Team leader E - Commerce. • Ensured that the company’s key deliverables and set targets are achieved. • Maintained accurate records of account sales. • Prepared regular reports and analysis of account sales. • Monitored market sales to ensure target and objectives are met.
01.2017 - 03.2017
Intern
PostBank
Key Contributions & Results: • Generated and formatted activity reports from MTS websites. • Compiled branch accounts monthly reports. • Identified and resolved reconciliation differences in cash reports. • Updated MTS websites.
Skills
Relationship Development | Client Relations | Customer relationships | Team Leadership | Relationship-building | Social Media Channels | Communication | Data analysis | Report writing | Needs Assessment | Commercial Banking | Corporate Relations | Social Media Engagement |Sales & Marketing | CX |Digitally savvy| Service improvement from Voice of Customer | Customer Relationship Management | End to end complaints management
Education
Bachelor
01.2014 - 08.2018
University
University of Nairobi
Bsc. Mathematics
Languages
englishfluent
More information
in 1 month
Nairobi - International
Place of residence : Nairobi
Permanent contract - Part-time work
08.04.2021
7

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