ROSERIDE GAITI NGAKU

(254-***-***-*** ǀ

ad3wme@r.postjobfree.com WWW.LINKEDIN.COM/IN/ROSERIDE-NGAKU-77AB6189 MORTGAGE ADMINISTRATOR

CUSTOMER RELATIONS CLIENT SUPPORT RELATIONSHIP BUILDING EXECUTIVE PROFILE

Multi-faceted Mortgage Administrator with 10+ years of experience obtaining loan documents, collecting client information, performing loan modifications, and ensuring loan requirements compliance. Reinforces Compliance and Information Security to ensure consistent functionality in accordance with applicable policies, procedures, laws, and regulations relating to mortgage lending and information security. Adept at maintaining a visible and active presence across all businesses to establish and support new and existing relationship platforms. Offers top-notch abilities in project management, program management, interpersonal communication, market share growth, and administrative oversight. Promotes a culture of collaboration and continuous improvement by working collaboratively with cross- functional teams and employees from diverse backgrounds. SKILLS

CRM, Team Leadership, Portfolio Management, Training & Development, Agile Concepts, Financial Acumen, Risk Identification, Risk Management & Reporting, Conflict Resolution, Collaboration, Project Management, Negotiation, Communication, Customer Service, Documentation, Compliance Management PROFESSIONAL EXPERIENCE

KENYA COMMERCIAL BANK – NGONG BRANCH 2022

Customer Service Consultant

Drove business growth and scalability by participating in the inauguration of a brand-new branch while leading the customer service team to ensure top-notch services, increasing the client base.

Enhanced customer experience by streamlining processes to maintain competitive turnaround times for the company products.

Raised company loyalty and increased retention by tracking, monitoring, and responding to customer queries and complaints on products.

Cultivated solid relationships with key stakeholders within and outside the bank, to ensure synergies and teamwork needed to optimize revenue growth and profitability

Defended accounts against encroaching competition by establishing strong levels of customer satisfaction that successfully blocked competition and bolstered client base. KENYA COMMERCIAL BANK– SALAMA HOUSE, NAIROBI 2015-2022 Mortgage Administrator

Optimized customer relations by leveraging courtesy and professionalism while responding to inquiries and obtaining appropriate documentation from customers for credit processing

Maintained company’s financial viability by ensuring high-quality records and books by tracking loans portfolio and accelerating recovery

Guaranteed completion of client projects within the set timelines and budgets by collaborating with 1 employee in conducting site visits and offering improvement recommendations to the management

Steered business growth and profitability by participating in the development, coordination, and implementation of long, medium- and short-term strategies.

Aligned business growth strategies with company policies by formulating, and communicating value propositions and plans to teammates.

Realized a 30% improvement in product, sales, services, operational efficiencies, and value growth by analyzing trends, and establishing opportunity areas.

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Collaborated with co-workers and senior management in understanding and identifying key business drivers, influences, and competitor activities to facilitate the provision of market-relevant solutions.

Conducted extensive market research to establish competitive threats and issues while liaising with senior management to develop strategic solutions that countered prioritized issues and threats. KENYA COMMERCIAL BANK – SALAMA HOUSE, NAIROBI 2012 – 2015 Customer Service Consultant

Bolstered customer satisfaction by facilitating timely and seamless account opening and client registration on channel migration systems including, mobile and internet banking, and Debit cards

Accelerated customer complaints resolution by partnering with Contact Centre in measuring customer service turnaround time at branch levels, boosting client retention

Exceeded expectations for 3 straight years, ranking consistently among the top 3 customer service consultants nationally by actively cross-selling bank products by leveraging optimal communication

Optimized customer service throughout the department by interacting with customers regularly and offering recommendations on service improvement, increasing client retention KENYA COMMERCIAL BANK LIMITED – KENCOM HOUSE, NAIROBI 2010-2011 Accounts Administrator

Cultivated solid relationships with vendors and suppliers by facilitating timely payment of salaries by ensuring accurate and efficient posting and processing of requests

Aligned account growth with company financial goals and policies by performing daily suspense accounts monitoring and reconciliation

Raised team morale and improved workflow by ensuring timely processing of payroll while maintaining the leave register

EDUCATION & CERTIFICATIONS

Egerton University, Njoro Campus Bachelor of Agribusiness Management CPA Section 4

Mortgage Certification Course

AWARDS

Best Mortgage Administrator Award

Top 4 Sales Representative Award

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