Manager Customer Service

ROBERT NGUMI GITACHU

PROFESSIONAL OVERVIEW/ACHIEVEMENTS

I am a versatile business and finance professional with expertise in

financial, investment, and operations management. I excel and have a clear

understanding of business strategies and goals within corporate office

settings, comprehension of financial statements, capital markets and risk

analysis as well as budget development and management expertise.

Notable skills and achievements include:

> Proven record of implementing financial and operational controls that

improve Profit & Loss account

> Successfully vetted vendors and aided in the selection/transition of

banking systems from Micro banker to T24-Temenos banking application

> Led several cross-functional teams and coached team members, as

appropriate, to develop skills and confidence in their ability to

examine work processes, create solutions, and measure improvements

PROFESSIONAL EXPERIENCE:

CitiGroup. Columbus, Ohio

Financial/Research Analyst-Corporate Actions and Pricing/Fund Accounting

March 2008 - April 2010

> Part of pioneer group to launch new system for validating,

researching, and maintaining investment security profiles and related

security valuations and through the use of multifonds, apply

appropriate corporate actions and pricing to funds and securities

> Supported business strategies/objectives by developing and

implementing performance-measurement through ORSA (Organizational Self-

Risk Assessment) process system to substantially improve integration

of quality, operational, and financial information.

> Apply expertise in accounting principles and security investment

concepts to ensure the accurate and timely calculation and reporting

of fund net assets and unit values for all the funds in the group.

> On the job experience with executive level MBR( monthly business

reviews) creation and formulation that included sales pipeline

analysis, multiple cost centers reports, resources requests and

forecasts, and P&L analysis.

> Integrated redefined procedures into project plan for newly defined

MultiFonds system

Franklin University. Columbus, Ohio

April 2007 - August 2009

Finance, Economics and Accounting Tutor

> Successfully tutored and led students finance and economics with a

success rate of 90% acquiring greater than B+ in their final

grades

> Re-engineered tutoring methodologies to ensure practical

applications of principles tutored

Alliance Data Systems. Westerville, Ohio

June 2007 - December 2007

Recovery Specialist-World Financial Network National Bank (WFNNB)

> Spearheaded process-improvement projects to ensure accurate, timely

data delivery, reduced production expense, and effective relationships

with regulatory organizations and vendors within third-party

collection agencies

> Successfully negotiated and secured payments and settlements with

customers exceeding $30,000 monthly

> Constantly met goals for funds recovery while managing portfolio

accounts that had been forwarded to the audit department for

collection

Commercial Bank of Africa. Nairobi, Kenya

Service Delivery Officer/Assistant Branch Manager

March 2002 - February 2007

Analyze and lead the accounts payable and receivable process.

Assist in forecasting and planning, budgeting, and product line

reporting for several banking products. Daily analysis of

operational risks, and recapitulation of the branch financials.

Ensure clients banking needs are met and exceeded with exemplary

customer service and solutions. Resolve difficult issues

regarding client complaints and other matters.

> Attained fast-track promotion through series of increasingly

responsible positions

> Prepared and analyzed bank's capital adequacy position within the

entire bank to ensure cash management requirements and regulations

were within tolerance levels

> Successfully monitored and controlled risk management for cash

management

> Contributed to the bank meeting its US equivalent of USD One Million

Annual target within 9-months

> Analyzed, vetted and made recommendations of all applications at

branch level, including but not limited to personal and commercial

loans, local and foreign transfers, credit card applications, foreign

exchange dealings, offshore investments and insurance services

> Supervised reports with responsibilities in financial reporting,

planning, forecasting, information systems, accounts payable, payroll,

fixed assets, and general ledger

> Increased customer base by 40%; Retention rate of clients of 80%

EDUCATION:

Franklin University. Columbus, Ohio

March 2007 - August 2009

Master of Business Administration (MBA) - Finance

Cumulative GPA: 3.80

The University of Nairobi. Nairobi, Kenya

March 2004 - December 2008

Master of Business Administration (MBA) - Strategic Business

Management

Daystar University.

August 1998 - June 2001

Bachelor of Commerce (B.Com). Business Administration &

Management; and Marketing

REFERENCES:

Joel Roimen

Operations/Compliance Manager

CFC-Stanbic Bank Ltd

P.O. Box 305**-***** GPO

Tel: +254-***-******

Email: *******@*******.***

Nairobi - KENYA.

Mrs. Jane Kabutha

Assistant General Manager-Human Resources

Commercial Bank of Africa Ltd

P.O. Box 304**-***** GPO

Tel: +254-**-*******

Email: *********@***.**.**

Nairobi - KENYA.

Mr. Anthony Muiruri

Service Delivery Manager

Commercial Bank of Africa Ltd

P.O. Box 304**-***** GPO

Tel: +254-**-*******

Email: *********@***.**.**

Nairobi - KENYA[pic]

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