Sales Representative Customer Service

Fidelis ObwogiMarucha

Telephone no: +254********* Email: *********@*****.***

Personal Profile

Proactive, analytical, and strategic leader equipped with extensive experience having diverse experience. I am dedicated to exceeding client expectations, maintaining strong, fruitful working relationships with customers to gain their trust and respect. I am also an experienced planner and organizer noted for innovative approaches to problem solving, synergizing efforts in the most demanding situations, and a leadership style which inspires and builds organizational loyalty. Strong innovator with a creative and energetic approach to performance improvement strategies. I aim to add value through designing, directing and managing company-wide process of management, learning and development, all of which facilitate organization effectiveness and growth.

Education

Nov 2018 to date

Jan 2016 to June 2020

Bachelors in Bussiness Management with Information Technology(Management Option)

Maseno University

Bachelor in Divinity

Christian Leaders college (USA)

Nov 2016 -May 2018

Diploma in Strategic Management

Maseno University

2003 - 2006

Kenya Certificate of Secondary Education

St. Luke’s Kanunda Day Secondary School

Professional Qualifications

2013 - 2014: Leadership Diploma Course; Word of Faith Bible Institute

2011 - 2012: Leadership Certificate Course; Word of Faith Bible Institute

Skills

Customer Service Skills: I have brilliant customer service skills and am able to relate in a courteous and efficient manner with guests. I am able to provide quality service to guests through listening to feedback and striving to give the best to achieve customer satisfaction.

Decision Making and Problem Solving Skills: I am able to make timely, well considered and logical decisions on problem situations that may arise so as to find appropriate and workable solutions.

Relationship Management: I am a proven relationship builder with excellent interpersonal skills and I am able to nurture and retain strong relationships with existing and new customers.

Flexibility and Adaptability: I am a flexible team player who thrives in environments that require ability to effectively prioritize and juggle multiple concurrent tasks. I am also very positive, resilient and open to new ideas.

Analytical Skills: Recognizes areas of weaknesses requiring improvements and makes recommendations to the management for consideration, approval and implementation.

Communication Skills: I am an excellent communicator who effectively conveys information both verbally and in writing. I am also a keen listener and gives prompt feedback.

Planning and Organizing: Ability to identify and prioritize activities and assignments, make necessary adjustments as required; foresee risks and allow for contingencies when planning.

Experience

Jan 2019 to June2019

Senior Relationship officer Pioneer fsa Microfinance.

Contacting and setting up meetings with prospective and current loan clients.

Interviewing loan applicants in order to determine and evaluate all risk factors.

Communicating with other financial institutions to request details on clients’ creditworthiness.

Promoting the institution’s services and assisting clients in determining the most suitable loan to meet their financial objectives and needs.

Submitting the processed applications to the manager with the observations found in order to approve or reject the loan.

Keeping loan files and clients’ information up-to-date by completing credit and loan documentation, preparing detailed reports, and maintaining comprehensive computerized records.

Providing good quality of customer service according to company policies.

Researching, gathering, and analyzing data to make effective and profitable decisions.

Staying up-to-date on applicable current regulations.

Jan 2017 to 0ctober 2018 Rafiki Bank.

Position: Bank Teller

Responsibilities:

Provides account services to customers by receiving deposits and loan payments; cashing checks; issuing savings withdrawals; recording night and mail deposits; selling cashier's checks, traveler's checks, and series e bonds; answering questions in person or on telephone; referring to other bank services.

Records transactions by logging cashier's checks, traveler's checks, and other special services; preparing currency transaction reports.

Cross-sells bank products by answering inquiries; informing customers of new services and product promotions; ascertaining customers' needs; directing customers to a branch representative.

Completes special requests by closing accounts; taking orders for checks; opening and closing Christmas and vacation clubs; exchanging foreign currencies; providing special statements, copies, and referrals; completing safe-deposit box procedures.

Reconciles cash drawer by proving cash transactions; counting and packaging currency and coins; reconciling loan coupons and other transactions; turning in excess cash and mutilated currency to head teller; maintaining supply of cash and currency.

Complies with bank operations and security procedures by participating in all dual-control functions; maintaining customer traffic surveys; auditing other tellers' currency; assisting in certification of proof.

Maintains customer confidence and protects bank operations by keeping information confidential.

Contributes to team effort by accomplishing related results as needed.

Feb 2016 - Aug 2017

Rafiki Microfinance Bank

Position: Credit Officer

Key Achievements:

Continued improvement of the loan application process by forwarding valid customer feedback to supervisors.

Handling client complaints, assisting clients to opening new accounts, ATM Card Issuance, Banking Hall queue management.

Made valid recommendations on product changes based on customer input currently under implementation.

Creation of a workflow for the de-escalation in the event of handling irate clients.

I was promoted to a processing role in the Credit Office

Responsibilities:

Compile, underwrite, present, and close loan packages by interviewing borrowers and performing complete analysis of the borrowers' financials, credit, and collateral evaluations.

Explain to clients the different types of loans and credit options that are available to them.

Review and update credit files in order to track compliance with loan policies.

Handle customer inquiries and requests and take the appropriate steps to satisfy their various requirements.

Oct - Dec 2016

Rafiki Microfinance Bank

Position: Senior Customer Service Officer

Responsibilities:

Relationship management: Attend to customers’ general queries, actively source feedback from client using various sources, Manage the compilation of reports on external surveys conducted and ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction and loyalty.

Complaints Management: Receive customer complaints and document the same without fail, Follow up complaints to ensure they are resolved in time and Communicate feedback to the client.

Help identify service gaps and suggest/help put in place necessary corrective measures.

Ensure that all issues related to customer care are assigned and closed on the service help desk in line with ensuring that established standards and key performance indicators are applied and adhered to.

People management: Provide administrative support to all operations units in central office and Regional Level.

Other Positions Held

July - Aug 2016: Acting Service Delivery Branch Level at Rafiki Microfinance Bank

JUNE. 2015 – 2016: IZWE LOANS, NAIROBI, KENYA.

POSITION: Customer Service Representative.

Duties and Responsibilities:

Client Support, Loan Processing and Recovery of Non-Performing Loans.

Major accomplishments:

consistently exceeded the call quota.

Assisted new team members to get acclimatized with the work environment.

November 2012.to Jan 2015, Barclays bank, Kisii branch Kenya.

POSITION:Direct sales representative

Duties and Responsibilities:

Client Support, Loan Processing and Recovery of Non-Performing Loans.

Major accomplishments:

Additional Information

Hobbies and Interests

Travelling, Sports, Socializing

Referees

Timothy Tom

Resident Pastor, Winners Chapel Narok

Telephone no: +254-***-***-***

ShadrackMuromi

Branch Manager, Rafiki Bank

Telephone no: +254-***-***-***

Edna Kangwana.

Minister for Trade and Tourism,Kisii County Government

Telephone no: +254-***-***-***

Contact this candidate