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Customer Service Management

Location:
Seattle, WA
Posted:
June 26, 2014

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Resume:

NJUGUNA GISHURU

**** *. ***** **. *******, WA ***78 TEL (206) 779 - 0674 EMAIL aceqcc@r.postjobfree.com

PROFILE

Experienced, passionate professional with a successful record in challenging public service positions

committed to devoting his leadership skills and extensive capabilities to an exceptional organization.

PROFESSIONAL STRENGTHS

Extensive experience in finance, fundraising and non-profit management

Proficiency in project management and event planning

Expertise in complex analysis and compliance management

Exceptional communication and interpersonal skills

Strong writing, research and public speaking skills

Commitment to empowering marginalized individuals and communities

SUMMARY OF ACCOMPLISHMENTS

Developed and managed One Vibe Africa’s Music to Empower Youth crowd funding campaign, a 30 day

fundraising initiative (from May to June 2014) that raised $20,729 to finance the enrollment of 100

impoverished youth in the non-profit organizations after school music and arts program in Kisumu, Kenya.

Developed strategic plan, created online Indiegogo campaign, recruited and coordinated team members,

helped draft campaign budget, coordinated media outreach, made presentations to community groups and

businesses, created web content and managed social networking.

Served as an event planner and host for Madaraka Festival at the EMP Museum in June 2014, a concert and

arts showcase to empower impoverished youth in Kisumu, Kenya by raising money to support their

enrollment in One Vibe Africa’s music and arts program. The event sold out at 800 attendees and raised

over $15,000 for the non-profit organization. Developed event plan, recruited team members, performers

and organizational partners, coordinated marketing and promotion, coordinated volunteers, managed

social networking and hosted and performed at the event with my music group the Physics.

Coordinated and conducted examinations of over 50 financial institutions to assess the effectiveness of

their management systems and compliance with federal laws. Led teams of up to 15 examiners, performed

complicated compliance and financial analysis, provided management consulting, mandated and tracked

corrective actions, managed confidential data and documents, drafted examination reports and presented

findings to senior management and boards of directors.

Developed the African Chamber of Commerce of the Pacific Northwest’s African Communities

Entrepreneurial Success and Sustainability Program, an economic development program that provides

business development services to 25 low and moderate income African small business owners per year.

Conducted research and outreach, established goals and objectives, designed program structure, drafted

budget and timeline, coordinated fundraising, established compliance system and r ecruited partners and

volunteers.

PROFESSIONAL BACKGROUND

MORTGAGE LOAN SPECIALIST II – CHAMPION MORTGAGE

AUGUST 2013 – APRIL 2014

Answer high volume of inbound calls from reverse mortgage customers related to default issues on their

accounts. Provide superior customer service to elderly borrowers, family member’s, legal representatives

and real estate companies in order to resolve tax, insurance and compliance defaults expeditiously

Furnish customers with information about and referrals to organizations and programs that subsidize

expenses for low income elderly individuals

Gather information for accurate documentation of calls and enters into proper database

Manage correspondence letters for a portfolio of over 10,000 reverse mortgage loans

Manage special projects and generate loan data reports for senior management

NJUGUNA GISHURU

7821 S. 115TH PL. SEATTLE, WA 98178 TEL (206) 779 - 0674 EMAIL aceqcc@r.postjobfree.com

COMMUNITY PROGRAMS ANALYST – FEDERAL HOME LOAN BANK OF SEATTLE

AUGUST 2012 – NOVEMBER 2012

Administered first time homebuyer program for low income households

Evaluated and approved applications for down payment assistance grants

Allocated and dispersed between $20,000 and $160,000 in grant funds per week

Managed a high volume of banking transactions through sound judgment and strong organizational skills

Maintained extensive data and documentation

Established effective communication and provided excellent customer service

FINANCIAL INST ITUTION EXAMINER - CONSUMER FINANCIAL PROTECTION BUREAU

AUGUS T 2011 - FEBRUARY 2012

FINANCIAL INST ITUTION EXAMINER - FEDERAL DEPOSIT INSURANCE CORPORATION

JUNE 2007 - JULY 2011

Planned and conducted examinations of diverse financial institutions for compliance with federal community

reinvestment and consumer protection laws:

Performed risk analyses and determined the scope of each examination

Established examination goals and strategies, drafted work plans and delegated assignments

Analyzed compliance operations procedures, training, monitoring and audit procedures

Audited deposit, lending and investment transactions and reports for compliance

Identified compliance violations and underlying causes and recommended corrective actions

Coordinated meetings with the senior management, staff and boards of directors

Reviewed and approved findings and reports of subordinate examiners

Documented and communicated examination findings in reports of examination

EDUCATION

Bachelors of Business Administration, Finance and Legal Studies in Business - Fox School of Business, Temple

University Philadelphia, Pennsylvania

VOLUNTEER EXPERIENCE

FINANCE COORDINATOR – ONEVIBE AFRICA

JULY 2013 – PRESENT

Develop organizational budgets, financial statements and reports

Make presentations about the organizations financial status to the Executive and Advisory committees.

Organize and execute fund-raising campaigns and events

Coordinate grant writing process (planning, writing, feedback request and record keeping) with internal

and external stakeholders

Identify financial issues and concerns requiring special attention and develop strategies to address them

Respond to financial inquiries by gathering, analyzing and interpreting data

FOUNDER & PRESIDENT - KENYAN-AMERICAN YOUTH ASSOCIATION

SEPTEMBER 2009 - PRESENT

Drafted the constitution and bylaws and recruited executive board

Established the strategic plan and performs annual updates

Designed programs and work plans, delegates assignments and overseas their execution

Coordinates community outreach and recruitment efforts

Establishes annual budgets, leads fund development and writes grants

Leads event planning and management

Chairs executive board and general body meetings

Builds and manages relationships with community stakeholders



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