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Customer Service Manager

Doha, Doha, Qatar
November 18, 2018

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Name : Patrick Githaiga Mwangi

Date of birth : 1981

Gender : Male

Nationality : Kenyan

Marital status : Married

Religion : Christian

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

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

Height : 5’11 ft.

Weight : 80 kgs

Address : P.O BOX 336-10300

Language : English, Kiswahili

Passport no : AK0092140

Email :


A highly resourceful and experienced Branch Operations Manager, assistant accountant with a (10) years track record of providing efficient operations & management support leading to higher customer and employee satisfaction, risk control and branch profitability in line with the Bank’s strategy. I have an excellent track record of generating new businesses, managing high profile client relationships, evaluating asset, accounting and portfolio performance. In addition, I have provided leadership for continuous performance management of all staff in the branch, by building teams at branch level and providing a link between the branch and other organization’s functions. I am now seeking a challenging position with a organization where I can utilize my skills and experience to build strategies, improve operations & customer service, increase profitability and enhance growth.


Strategic Input: Experience in working with senior management and Liaison with Board in the development of strategic plans for operational activity; Implementing and managing operational plans.

Risk Management and Compliance: experienced in oversight and surveillance on AML/KYC compliance standards and managing enquiries on matters of compliance, ethics and governance standards; demonstrated understanding of the regulatory environment including CBK Prudential Guidelines.

Central operations: Hands on expertise in payments, cash management and reconciliation, Cash, Clearing, Transfers and FX, transfers entries, Inward clearing and Standing Instructions.

Branch Budgets: Assists in the preparation of budget and strategic plan at the branch level; Prepares annual operational and capital budget and ensure that expected profitability objectives are achieved

Bank products: highly conversant with alternate channel technology, particularly in Mobile Banking applications; bank portfolio for example; loans, mortgages, savings accounts, corporate banking, business finance, investments and insurance.

Relationship management: track record of developing new contacts and relationships for the Bank by maintain existing clientele with the provision of personalized service and fast response and facilitating effective relationships for external and internal customers

Analytical and Problem solving: I have the ability to visualize, solve complicated problems in the best way and make accurate and informed decisions. I am able to combine patience, determination, and persistence to troubleshoot client issues.

Planning and Organizing: Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner

ICT Competence: Good command of Microsoft Office tools, bank systems, data handling and processing, presentation, operating systems and internet


2014-to Date Jommo Kenyatta University of Science & technology

Master’s in Business Administration-Ongoing

2002 to 2006 University Of Nairobi

Bachelor of Arts (Economics)

2001 To 2002: Kenya College of Accountancy,

Certified Public Accountants (CPA) (completed- Section 1 And 2 ),

2001-2001 Geomax Computer Institute

Microsoft office and Accounting packages (QuickBooks)

1996 to 2000 Thika High School

Kenya Certificate of Secondary Education (B PLAIN)


Jan 2017-Oct 2018 Pots delight ltd

Position: Accounts assistant/cashier

Duties & Responsibilities:

Provide information on products and services enquiries to customers, service providers and suppliers.

Preparation of cash and credit accounts, customer, suppliers, and debtors.

Impose revenue protection procedures through use of QuickBooks accounting application.

Manage security of all cash.

Maintaining various books of accounts through quick books accounting systems.

Interact with customers on day-to-day basis

Report any security or safety hazards

Manage cash and cheques banking.

Daily sales, banking and receipt reconciliations.

Handling customers’ enquiries, complaints and suggestions and booking them.

2014 to Oct 2016 Family Bank

Position: Branch Operations Manager

Duties & Responsibilities:

Oversees and implements the Bank strategy at the branch level.

Oversees customer service delivery, maintenance and improvement of retail banking service standards.

Provides leadership in management of branch credit portfolio

Facilitates effective relationship management for external and internal customers.

Monitors and implements compliance with regulatory and policy requirements with regards to banking environment.

Ensures and oversees that the information in the banking core system is accurate and up to date.

Provision of constant fire and first aid training in the bank’s branch staff.Attendend several fire and first aid related workshops.

Mar 2012-Jun 2013 Family Bank Karatina Branch

Position: Branch Supervisor and Systems Administrator:

Duties & Responsibilities:

Supervised daily activities in operations, i.e. tellers, customer service and back office procedures.

Supported all operations involving; Cash repatriations, cash authentications, handling the treasury position and this ensured sufficient cash circulation.

Instructed Call over’s on back office postings and teller postings.

Jan 2009-Mar 2012 Family Bank (Meru Branch)

Position: Credit Officer

Duties & Responsibilities:

Carried appropriate Loan appraisals by monitoring, evaluating and disbursing micro-products, secured facilities as well as personal loans.

Received applications, evaluation, appraisals, and disbursements and followed up.

Provided daily PAR monitoring through aggressive loan recoveries, customer loan database maintenance, reports preparation and loan trends analysis.


Bank Operations Officer/Teller : Family Bank Limited, April 2008 to December 2008:

Administrative assistant: internship: ALLAVIDA International. October 2006 to February 2007: Conducted administrative functions

Driving skills.

Trained first aider.




Reading informative literature and web research

Undertaking charity work.



Head of Operations

Family Bank Ltd

Tel: 072*-******

Moses Kamau Kiruhi

Branch Manager

Family Bank Eldoret Branch

Tel: 072*-******


Agnes Wangui Mwangi


Pots delight ltd

p.o box 7012-00200


Mr. Patrick Chomba Wachira

Business Manager

Kenya Commercial Bank-Meru branch

Mobile: 072*-******


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