Customer Service Representative

KEVIN NDIRANGU

adty8g@r.postjobfree.com 774-***-**** 19 Erie Ave. Worcester, MA 06105

SALES & BANKING SPECIALIST

CUSTOMER-CENTRIC SALES TECHNIQUES PERFORMANCE MANAGEMENT BUSINESS DEVELOPMENT Innovative and highly-focused professional with transferable experiences directing sales, banking, and shipping operations. Manager of business plans and large-scale ventures while aligning outcomes with the core mission of the organization P R O F I L E

Innovative and highly focused professional with transferable experiences and nearly 20-years’ experience directing business plans and cross-industry operations while aligning outcomes with the core mission of the organization.

Recipient of the ‘Citizens Bank Award,’ for ‘Top Ranking Banker in the Branch,’ for 3 different quarters.

Promotes open communications, proactive collaboration, and a positive work culture by building and leading high- performance teams, establishing hiring and onboarding strategies, and prioritizing employee engagement strategies.

Targeted experience managing and exceeding Key Performance Indicators (KPIs) with RCB for unprecedented records.

Respected as a strong people leader excelling at building, developing, and mentoring teams in providing high-quality, meaningful insight to senior management and other stakeholders for short- and long-term results.

Technical proficiencies in Google Suite, and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). C O R E P R O F I C I E N C I E S

Executive Communications

Strategic Business Planning

Data Analysis / KPI Metrics

Team Training & Development

Customer Service & Satisfaction

Operating Budgets & Forecasts

Policy & Procedure Development

Marketing & Business Development

Regulatory Compliances

Employee Resolutions / Problem

Interventions

Succession Planning / Mentorship

P R O F E S S I O N A L E X P E R I E N C E

Salem Five Bank, Malden, MA 08/2019 to Present

SALES & CUSTOMER SERVICE REPRESENTATIVE

Assist Team Supervisor and co-workers to ensure that standards set in Service Level Agreements are being met for all assigned tasks

Maintain regular and frequent dialogue with product partners to assist with relationship maintenance

Assist in managing the Corporate Banking relationship infrastructure, including approvals and documentation

Meet with all new clients and outline how the PBA role provides support as part of the relationship team

Coordinate with middle and back office to ensure client requests are executed in a timely manner

Established a sold record of achievement and advancement by providing high-quality financial advice and expertise.

Skillfully consult clients and analyze their financial situation. Advise on strategic solution to further their financial goals. Provided exceptional customer service and a positive banking experience.

Assist customers with requests for cash and foreign exchange transactions, drafts, travelers cheques, centralized instruments

BRIMAC, Worcester, MA 08/2016 to 08/2019

SALES & SHIPPING COORDINATOR

Provides customer service in a professional manner, managing day-to-day operations in a manner of trust and loyalty. K E V I N N D I R A N G U adty8g@r.postjobfree.com 774-***-**** P a g e 2

Coordinates all customer requests, submits invoices, ensures all quotes are accurately completed in a timely fashion.

Cultivates and leverages strong community relationships by understanding client needs and improving brand recognition, customer loyalty, and profit margins.

Establishes a hiring and interviewing strategy, to prepare stall with KPI metrics for quantifiable improvement.

Mentors staff by recognizing outstanding achievements, delivering performance reviews, and responding to concerns with increased operational hours for troubleshooting and dedicated support.

Collaborates with upper management to identify opportunities, assess challenges, evaluate trends, forecast change, and integrate change initiatives that elevate bottom-line performance and long-term growth potentials.

Analytical professional skilled in leveraging data to identify and capitalize on best practices, implement process improvements, and influence change. Focused on improving training, efficiency, productivity, and retention results. READING COOPERATIVE BANK, Wilmington, MA 05/2013 to 08/2016 BANKING SPECIALIST 1

Delivered a professional customer service experience by fulfilling service requests and providing efficient and accurate transaction processing.

Swiftly responded to conflicting priorities and customized problem solutions while meeting time, budget, and service quality requirements. Going above and beyond for clients to provide personalized care to their concerns.

Presented quarterly hiring targets and strategic planning objectives with executive leaders, surpassed goals reliably.

Top Salesperson at our location for RCB Deposit products, sold by building relationships with new and existing clients.

Assisted in all open and closing duties of the location, ATM and cash drawer balancing. Updated database of accounts.

Assumed active role in development of the Branch and RCB overall to ensure KPIs are met and exceeded.

Reliable advisor for clients, referred them for complex issues related to credits or loans, recommended account transfers. Responded to each customer service with focus, prepared necessary paperwork and transferred funds. FEDEX OFFICE (KINKOS), Burlington, MA 05/2007 to 01/2011 CUSTOMER SERVICE SPECIALIST

Communicated customer requirements to a production team in accordance with company policies and procedures.

Oversaw sales and customer service relations for 3 brand locations, reporting only to the Sales Manager.

Worked directly with customers to ensure a comprehensive and professional selling and advisory service is provided.

Cultivated new business development through new business development through solution selling, goal setting, analytical marketing strategy, new trends data. Building relationships through existing customers and new prospects.

Increased client retention and brand loyalty through product awareness programs and spearheading marketing promo. Delivered to customers directly through calls, email, and face-to-face sales methods to consult reliably.

Provided all necessary information for completion of files, accurate data cultivation, and inventory control. CITIZENS BANK, Worcester, MA 08/2004 to 11/2006

PERSONAL BANKER

Established a sold record of achievement and advancement by providing high-quality financial advice and expertise.

Skillfully consulted clients and analyzed their financial situation. Advised on strategic solution to further their financial goals. Provided exceptional customer service and a positive banking experience.

Utilized cross-sales techniques to increase profitability for our location’s upsold products and services.

Performed all teller functions such as balancing drawers, accepting loans, assisting with check deposits and withdraws, as well as doing so in a professional and timely manner aware of all policies and procedures brand-wide.

Actively participated in various bank training programs to enhance skills in new account policies, leadership, and team dynamics. Focused on life-long growth as a professional open to new challenges, solutions, and goals. K E V I N N D I R A N G U adty8g@r.postjobfree.com 774-***-**** P a g e 3

Executed strategic sales techniques resulting in a solidified base of clients/ consistently exceeding goals each quarter. Accomplishments:

o Consistently maintained 100%+ on production goals. o Achieved 157% of business development goals set at 40,000 in assets. o Team qualified goals set at 105% and 200,000 in personal accounts. o Recipient of the ‘Citizens Bank Award,’ for ‘Top Ranking Banker in the Branch,’ for 3 different quarters. E A R L Y E X P E R I E N C E

RAC ACCEPTANCE, Worcester, MA 05/2012 to 04/2013

SALES SPECIALIST & CUSTOMER SERVICE REPRESENTATIVE

Collaborated with Sales Manager and trained qualified personnel to carry on the level of service at our standard.

Educated and referred customers on rent-to-own transactions, pricing, and assisted in the comprehension of benefits—utilized face-to-face sales techniques to understand the client’s need and satisfy that need.

Developed an external communication strategy to collaborate with an interdisciplinary team and increase our efficiency of reaching prospective clients, reviewing expired accounts, networking to gain referrals, and more.

Demonstrated meticulous attention to detail in the maintenance of client records, including service plan changes, updated reports, and progress documentation for related partner, vendor, or management goals. E D U C A T I O N

Bachelor of Science in Business Administration Salem State College (Graduation: Date) Continuing Education Training in: Sales Strategy, Customer Service, Operations & Teller Duties, Business Banking, Leadership, and, Team Building.

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