Entry Clerk Customer Service

CURRICULUM VITAE

JOSEPHINE NJERI WAIRI

P.O. Box 2782 - 00101

Nyeri, Kenya

Mobile Cell: [+254] 721.886.953 Email: *****.*********@*****.*** CAREER OBJECTIVE

Eager to join an organization where I can develop and harness my training, experience and abilities, to provide high quality service. Have the ability to demonstrate initiative and judgement as I develop specialist knowledge within the given area of responsibility. Undertake a multi functioning role whilst dealing with high volumes of work, offer excellent organizational skills and demonstrate a proactive and flexible approach to work .In addition, be in a position to confidently and effectively deal with a range of people, while displaying a professional and helpful attitude,to fulfill the organizations goals and through continuous learning and commitment,climb the career ladder.

AREAS OF EXPERTISE

IT Proficiency Office Administration customer liason Relationship Building Sales and marketing Communication skills Business development Problem Solving Negotiation skills PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS DATA ENTRY CLERK JAN 2019 - NOV 2019 MINISTRY OF INTERIOR AND COORDINATION OF NATIONAL GOVERNMENT - CIVIL REGISTRATION DEPARTMENT

This is a department that is tasked with the responsibility of registration of all births and deaths in the country. Duties and responsibilities

● prepare, compile and sort documents for data entry

● check source documents for accuracy

● verify data and correct data where necessary

● obtain further information for incomplete documents

● update data and delete unnecessary files

● enter data from source documents into prescribed computer database, files and forms

● check completed work for accuracy

● store completed documents in designated locations

● respond to requests for information and access of relevant files BRANCH SUPERVISOR - CUSTOMER SERVICE September 2012 –December 2015 Family Bank (www.familybank.co.ke)

Family Finance Building Society was started in 1984. The vision was very clear, to be the institution of choice for the unbanked population. Its aim being, serving the needs of the mass market that had been ignored. Thus, positively transforming lives. RESPONSIBILITIES

Reporting to the branch operations manager.

● Aim to make customers feel valued, understood, supported and respected.

● Prompt response to all customer complaints and queries

● Ensure compliance with banks customer service standards as well as policies, procedures and regulatory guidelines.

● Monitor and evaluate direct reports, prepare performance appraisals and recommend and or initiate corrective action where necessary to improve performance as per the organizations goals

● Ensure provision of timely and accurate transaction processing.

● Ensure the banking hall is neatly arranged

● Check and confirm compliance to KYC during account opening by mandate call over

● Ensuring client disputes are addressed efficiently and effectively..

● Ensuring operational performance and quality metric standards are maintained.

● Maintain safe custody of ATM cards and dual custody responsibilities.

● Dormant account management and activation.

● Queue management.

● Authorize cheque books and ATM card ordering.

● Organizing periodic in house training of branch staff on various banking procedures and customer service tips.

● Embrace a culture of team work support for each other and commitment to the bank goals and aspirations.

● Customer feedback

Other responsibilities

● Cheque stoppage

● Cash replenishment and cash repatriation from H/O to the branch

● Cash movement management strong room to cashier and inter cashier

● Cash balancing

● Cheque truncation

● Perform callbacks

● Leave management

● Develop action plans and follow up gaps identified from audit

● Bankers cheque issuance and verifying

● Vault custodianship

● Cashier transaction authorizations and customer instructions

● Branch meetings coordination

● Custodianship of branch key register and branch stamps register

● End of day procedures

● Managing snap checks

OPERATIONS OFFICER – FAMILY BANK MAY 2010– DECEMBER 2015 Reporting to the Branch supervisor.

RESPONSIBILITIES

● Aim to make customers feel valued, understood, supported and respected.

● Brand creation and supporting existing brands.

● Provision of timely and accurate transaction processing.

● Relationship building on mutual respect and understanding.

● Ensuring client disputes are addressed efficiently and soonest possible.

● Ensuring operational performance and quality metric standards are maintained. DIRECT SALES REPRESENTATIVE (DSR) FAMILY BANK AUGUST 2009- MAY 2010

● acquisition of new customers by selling all available bank products

● Cross selling to already existing customers

● Exploring potential new sales areas

● Identifying and reporting any sort of customer dissatisfaction

● Coordinating and planning sales activities

RECEPTIONIST/CUSTOMER SERVICE OFFICER September 2006- February 2009 Events Warehouse Uganda (eventswarehouse.biz)

Events Warehouse limited was set up with the aim of transforming the entire landscape of the events management industry both in Uganda and the entire East African region as a whole. It has built a proud repertoire of clientele and events portfolio, managing events of big brands and organizations in East africa.

Reporting to the customer service manager.

Duties & Responsibilities

• Prompt response to client queries on products, by providing accurate, valid and complete information to meet their needs.

• Greet and welcome guests as soon as they arrive at the office

• Direct visitors to the appropriate person and office

• Answer, screen and forward incoming phone calls

• Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)

• Provide basic and accurate information in-person and via phone/email

• Receive, sort and distribute daily mail/deliveries

• Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges)

• Order front office supplies and keep inventory of stock

• Update calendars and schedule meetings

• Arrange travel and accommodations, and prepare vouchers

• Keep updated records of office expenses and costs

• Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing

• Addressing all client complaints by determining the root cause of the problem, selecting and explaining on the best solution and following up to ensure resolution in the shortest time possible.

• Filing all customer and office records and ensuring they are all up to date.

• Building sustainable relationships of trust through open and interactive communication.

• Organizing, scheduling and coordinating meeting.

• Word processing, creating spreadsheets and presentations. PROFESSIONAL/EDUCATIONAL DEVELOPMENT

January 2005 – May 2008 KAMPALA INTERNATIONAL UNIVERSITY Bachelors degree in supplies and procurement management Obtaining a second class honors upper division.

May 2007 – July 2007 PINNACLE COLLEGE OF PROFESSIONAL STUDIES Successfully completed my Computer applications

I.e. ms word, ms excel, ms access and ms power point 1999 – 2002 CHINGA GIRLS HIGH SCHOOL

Kenya certificate of secondary school education - O level Obtaining a C+ (plus)

1991- 1998 TEMPLE ROAD PRIMARY SCHOOL

Kenya certificate of primary school education (KCPE) Obtaining 455 marks

PROFFESSIONAL MEMBERSHIPS

• Chartered institute of purchasing and supply (CIPS)

• Kenya Red Cross

• Kenya Girl Guides Association

SKILLS

• Impeccable organization skills

• Exceptional customer service skills

• Excellent analytical skills

• Good communication and negotiation skills

• Excellent sales and marketing skills

• Computer proficiency:- Advanced Excel, power point word and Outlook

• Conceptual people skills

• Great team player

REFERENCES

Mrs JANE WANGARI MAINA

PRINCIPAL CIVIL REGISTRATION ASSISTANT

P.O box 46359

Nairobi Kenya

Phone:072*-******

JOAN KAWIRA MWIRIGI

MORGAGES DEPARTMENT

FAMILY BANK LIMITED

Phone 072*-******

HERBERT WALUGEMBE

SALES AND MARKETING MANAGER

EVENTS WAREHOUSE

UGANDA

Phone +256***-******

Contact this candidate