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Trainer Of trainees

March 08, 2018

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P.O Box ***-*****, Uhuru Gardens

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


CAREER OBJECTIVE: A performance driven banking professional with extensive in-depth of the banking industry. An experienced banker with a passion to client experience, entrepreneurship and people development. A successful candidate for business process re-engineering, to training and coaching.

My purpose is to provide leadership in any business environment through application of management strategies and providing opportunities for excellence to those around me, using my experience in different sectors of banking, including business development, customer experience, measurement and culture, cash management, transactional banking, product development and sales, credit analysis and relationship management.

My goal is to work in an institution that is a leader in its field up to an administrative level, while upholding quality and satisfaction in the working environment, initiate growth for both the institution and its clients through high standards of performance and integrity.

Personal Details:

Date of Birth: 07.12.1982

Marital Status: Married.

Education and Professional Qualification:

Master of Business Administration (Project Management), Kenyatta University (On going)

Bachelor of Education Arts (Mathematics and Business Studies),(statistics option), Second class honors (upper division), University of Nairobi, 2003-2007

Kenya certificate of Secondary Education), Monianku Secondary School, 1998-2001

Key Professional Skills and Competencies:

Trainer of trainers and coaching skills.

Contact Centre Management

Mentorship Skills

Business process re-engineering and analysis

Relationship Management and personal Network skills

Working knowledge of retail and personal banking among other banking functions

Highly tuned to understanding and responding effectively to customers’ needs

Proven ability to plan and manage complex administrative activities and processes

Ability to pay attention to detail and report accurately

Strong organizational, managerial and leadership skills with the ability to coordinate and manage a diverse array of responsibilities

Proven ability to respond quickly, independently and appropriately to competing priorities under tight deadlines

Ability to think creatively and an innovative approach to problem-solving

Excellent presentation and communication skills

Proficient in computer applications and basic IT

Key Achievements:

Jamii Bora Bank: Head, Customer Service and Contact Center

Implementation of a full functional contact center.

Restructuring of call center from a cost center to a revenue generating center

Implementation of CRM VTiger

Implementation of IVR ( Integrated Voice Response)

Implementation of Customer Experience Relationship Management Team

Introduced Automatic caller information screen pop up

Rolled out a new call conferencing technique, real- time and historical reposting system and knowledge base at the call center.

Developed Customer Service Operating Manual

Developed and implemented the Relationship Management Framework ( Customer Visits call report program)

Developed and implemented the customer on-boarding management program

Improved Turnaround Time from 56 days in Credit facilities to the current 9 days.

Quality management unit design and implementation among other projects

Reviewed 10 key bank processes and procedures.

Co-operative Bank: Contact Center Executive and supervisor

Contact Center executive agent of the year 2011,2012 and 2013

Highest call quality score for three consecutive years.

Designed the branch look and feel template

Designed both branch and head office Dashboard

Participated in the transformation exercise for the bank.( Transformation Champion)

Four times MD award winner of Liability campaign

Trainer of the year on Customer Service trainings.



Head of Customer Service (Jamii Bora Bank Limited) (July 2016 to date)

Reporting to the Deputy Chief Executive, my role is to:

1.Develop and implement customer Service plans, service Strategy and annual service themes for the bank.

2.Day to day running of the call center with 18 agents

3.Management of call center scripting, ticket management, helpdesk and case management.

4.Clearly develop customer service roadmap in line with the Banks strategy, mission, and vision and core values.

5. Developing Quality Analysis metrics for the various Customer Service Role Holders.

6. Provide an advisory role to the Executive Committee, in regards to the Voice of Customer.

7. Provide leadership in performance management, employee development, talent management and building a work environment that drives high performance and employee satisfaction.

8.Manage the day to day running of the Call Centre to ensure complete & timely resolution of customer issues.

9.Develop a clear roadmap to build a strong relationship between branches and head office

10. Identify customer needs through CSAT(Customer Satisfaction Surveys), Internal feedback & Market intelligence

11.Prepare annual External CSAT from an independent firm to measure service levels in the bank.

12. Ensure customer Queries, Requests or Complaints are handled within the defined Service Level Agreements (SLAs) and Turnaround Time (TAT).

13.Prepare training content for Bank wide Customer Service training every quarter.

14. Ensure that Customer Service processes are updated & displayed in accessible places.

15. Partner with HR to create a robust customer centric culture in the bank.

16.Review of all Key Bank processes in line with the customer changing needs.


1.Manager, Business Development (Shoppers Dot Com) July 2015- July 2016. (1 Year)

Reporting to Director, Shoppers Dot Com.

Duties and Responsibilities:

Heading Strategy & Operations of for Shoppers Dot Com, Kenya No 1 Online Supermarket for basic consumer goods. Responsible for delivering Growth and expansion of the retail shop to other parts of Nairobi.

Management of Customers and providing the service strategy for the retail Shop.

2.Transformation Champion & Communications Officer;

Co-operative Bank and (McKinney &Company), January 2015- May 2015; (5 Months)

Duties and Responsibilities:

Reporting to the Director Transformation.

Together with the front line employees, branch managers and regional managers, subject Matter experts from IT, product, alternative channels, retail segments, my main duties and responsibilities were as follows:

Help identify opportunities for improvement and catalyze change early on in the transformation agenda.

Take active part in designing and piloting future state branches and lead implementation and roll out of future state branches.

Role model actions that exemplify the new behaviors in a visible way and spread new ways of doing things as well as develop capabilities and coach the branch manager and team

Act as an advisor and thought-partner to leaders and colleagues on actions and behaviors that do and do not support the future culture

3.Branch and Head Office Staff Trainer,

Co-operative Bank, From January 2011 to January 2015 (4 years)

Reporting to the Head, Customer Service.

Duties and Responsibilities:

Designing and delivery of inductions of newly employed staff at Co-operative Bank Management Centre. Trained a total of 1800 staff in a span of 4 years.

Designing and delivery of Customer Service Training and general Customer Experience modules.

Ensuring all Department staff attend at least 40 hours of training per year and monitoring of the same.

Training, Monitoring, evaluation and capitalization of training programs designed to enhance customer experience in the whole bank through sparker topics.

Reporting on the progress of staff training for the department on a quarterly basis.

4.Customer Experience Relationship Manager;

Co-operative Bank, 5th December 2012 to 9th January 2015 (2 years 9 days)

Duties and Responsibilities:

Reporting to Head, Customer Service:

Management of customer Service Experience of Both Retail and Co-operate Clients

Setting Customer Service Standards and driving adherence to the same

Managing customer service in Branches through the Customer Service Officers (CSOs)

Management of the CSO role including target setting and appraisals

Customer service training across the Bank network

Customer education through the Branch CSOs as well as the Telesales and contact center

Custodianship of Inter departmental SLAs and monitoring of adherence to the same

Management of the Branch Look & Feel to uphold our Corporate Image

Conducting Departmental and Branch relationship Visits

Escalation & support point to both branches and contact center on follow up of service issues raised by customers

Direct Management of External Customers Queries and Complaints

Measurement of internal service delivery across the branches and departments and report on the same through monthly dashboards

Measurement of service delivery across the Bank through;

Customer Satisfaction Surveys to determine how the customers rate us

Mystery Shopper to determine adherence to our service standards

Voice of Customer surveys – to establish customer experience at specific touch points

Service Delivery Measurement to determine level of internal service

5.Contact Center Executive;

Co-operative Bank, November 2010 to 5th December 2012 ( 2 years 1 Month)

Duties and Responsibilities:

Reporting to the Manager Contact Centre:

Receiving call from clients, both internal and external while ensuring call quality based on the Call Quality Score Card

To ensure the average score on individual Contacts Answered is within 95% of the contact center annual average.

To ensure a team Average Service Level of 85%

To achieve an Average Wrap Up time of 60 Seconds with 12 secs being the minimum

To achieve a Daily Average Work Time of 430min (7hrs 10mins) with 480 minutes as maximum

To achieve an Average Talk Time per contact of below 120sec with 90 secs being the best score

To achieve an Average score of 100% in CRM score Checks CRM usage based on the CRM Quantity/Quality Score Card. Maximum being 200%

To achieve 90% adherence on Contact Centre Shifts

Achieve an Average of 95% in SMS quality based on the SMS Quality Score Card

To attend at least 10 sparker sessions per year

Achieve 85 % on the mystery shopper report

6.Branch Sales Staff:

September 2008 to November 2010 (2 years 2 months)

Duties and Responsibilities

Reporting to the Branch Manager:

Telling duties

Customer Service Representative

Systems Administrator

Customer Service Officer

Accounts Service Representative

7.Personal Banking Sales Representative:

Kenya Commercial Bank (April 2008 to September 2008) (5 months).

Duties and Responsibility:

Reporting to the Sales Manager:

Selling Bank products( Assets and Liabilities)


1.2002-2003 ( Mathematics Teacher at Ogembo Secondary School)

2.2005 ( Intern Teacher- Moi Girls School Nairobi)

3.2007-2008( Mathematics and Business Teacher) – Akiba School Nairobi

4.2013-2015 ( Part Time Lecturer – Business Management)

5.2013-2015 ( Lecturer Co-operative Bank Management Centre)

6.2015 August to April 2016- Part time Teacher (Nairobi Home School)

Significant Certificate:

Trade Finance Products ( Jan 2017)

Global Financial Management and Environmental Impact- KBA (October 2016)

Customer Service Excellence- August (2016)

Culture Change Program- (September 2016)

Presentation Skills,21st to 22nd October 2014

Customer Service Officers Training,19th to 21st November, 2013

Management Development 1,24TH October to 25th October 2013

Supervisory Skills 2,5th to 6th August

Training of Trainers,8th to 9th July 2013

Customer Service officers Forum and Customer Satisfaction Survey, From 14th Feb to 26th Feb 2013

Personal Financial management Course, From 5th December, 2011 to 6th December 2011

Compliance course, From 17th October, 2011 to 17th October 2011

Supervisory Skills course, from 25th August 2011 to 26th August 2011

Customer Relationship Course, From 27th September 2010 to 27th September 2010

Role of Custodial services, shares and Kingdom Securities in the Bank. From 25th June, 2010 to 25th June 2010

E-banking Products Course, from 26th, Feb 2010 to 26th Feb2010

Systems Administrators course, from 22nd Feb 2010 to 24th Feb 2010

Teller Evaluation Course, From 21st October 2008 to 24th October 2008

Introduction to Telling Course, From 17th September to 18th September

Account Opening /Frauds and Forgeries Course, From 19th September 2008 to 19th September 2008

Induction Course, From 15th September 2008 to 16th September 2008


Certificate of Special Recognition: 2014 Best Head Office on Site Trainer of the Year

Certificate of Merit in recognition of Very good and role model performance as a BHOST (Branch and Head Office Staff trainer) for the year 2014

Certificate of Merit in recognition of Out Standing and role model performance as a BHOST (Branch and Head Office Staff trainer) for the year 2013

Certificate of Merit in recognition of above average and Effective and role model performance as a BHOST (Branch and Head Office Staff trainer) for the year 2013

Certificate awarded for attaining 1st position (Non-Sales Category head Office) in the MD’S Liability Campaign February 2012.

Certificate awarded for attaining 1st position (Non-Sales Category- branches) in the MD’S Liability Campaign November 2010.

Certificate awarded for attaining 3rd position (Non-Sales Category- Branches) in the MD’S Liability Campaign May 2012

Certificate awarded in recognition of Best Sports teacher Director November 2007

Certificate awarded in recognition of Best Mean grade on Business studies 11th April 2008

Hobbies and Interests:

Voluntary and Charity work services for needy people in the society

Theatre acting

Creative writing and reading (poems, plays, stories)

Certificates of Participation:

Awarded for participating in Safaricom Diabetes Walk 2013 held at The carnivore Gardens, Nairobi on 6th July, 2013

Awarded for being a theatre Director Kikuyu campus Christian Union from 2003 to 2007

Serving as Member of University Of Nairobi Choir from 2005 to 2007


Please feel free to contact the under mentioned in regard to my competence, work ethic, performance and / or any other aspect with respect to me:

Julius Odemba

Cluster head, Customer Contact Centre, East Africa

Consumer Banking

Standard Charted Bank

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


James Mbui

Head, Digital Banking

Jamii Bora Bank Limited

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


Mr. Elias Nyakundi Ntabo

Branch Manager –Housing Finance Company Limited



Contact this candidate