Customer Service Delivery

CONTACTS

Phone Number:518-***-**-**

Email Address:********@*****.***

EDUCATION

MOUNT KENYA UNIVERSITY

2016– To date

Course: Bachelors in BBIT

KENYATTA UNIVERSITY 2005

- 008

Course: Diploma in Computer

Science AVERAGE GRADE: Credit

NAIROBI AVIATION COLLEGE 2004

– 2005

Course: Certificate in Computer

Science AVERAGE GRADE Distinction

CAPITAL COLLEGE

2003 – 2004

Course: Computer Application

[Computer society of Kenya (CSK)]

AVERAGE GRADE Distinction

GITITU HIGH SCHOOL 1999

- 002

O’ Level (KCSE)

AVERAGE GRADE B – (Minus)

PROFESSIONAL

QUALIFICATION

KENYA INSTITUTE OF MANAGEMENT

JAN 2013 – August,2016

Higher Diploma in Management

(Marketing option)

AVERAGE GRADE: Upper credit

KENYA INSTITUTE OF MANAGEMENT

JULY 2011 – DEC 2011

Certificate in Management

AVERAGE GRADE Upper credit

KENYATTA UNIVERSITY

OCT 2009 – DEC 2009

CCNA I (Computer

Networking) AVERAGE GRADE:

Pass

CHARLES M. MWANGI

PROFILE

A proactive, customer-focused skilled sales representative with successful sales experience and a positive, confident approach. Well-developed skills in forming trusting relationships with customers as well as quickly reacting to their needs and presenting the most apt products and services. Able to work well both in teams and on own initiative, with a proven record of contributing to process improvements. Resilient and confident and works well under pressure. Seeking a role within a financial institution company in which to use acquired skills and interests

EXPERIENCE

I&M BANK LTD JULY 2021 – FEB 2023

Branch Manager – Nanyuki Branch (Laikipia County)

Key Responsibilities:

Directing all operational aspects including distribution operations, customer service, human resources, administration, and sales

Assess local market conditions and identify current and prospective sales opportunities.

Addressing customer and employee satisfaction issues promptly

Managed to grow my business banking portfolio with over kes.430M in Assets and Liabilities of Kes.364M with a period of five months. ECOBANK KENYA JULY 2018 – JUNE 20221

Branch Manager – Head Office Branch (Nairobi -Westlands) Key Responsibilities:

Directing all operational aspects including distribution operations, customer service, human resources, administration, and sales

Developing forecasts, financial objectives, and business plans for the branch.

Addressing customer and employee satisfaction issues promptly

Ensuring the Branch adhere to high ethical standards, and comply with all regulations/applicable laws

Managed to build a new branch portfolio to kes.4.2BN in Liabilities and Kes.2.7BN in Assets as at 30Th June,2021 for a period of three years.

ECOBANK KENYA JULY,2016 – JUNE,2018

Business Development Manager Consumer Banking (Head office)

Key Responsibilities:

Prospecting new companies for staff scheme sign off.

Handling staff schemes MOU’s between the bank and companies.

Employee credit /SME loan applications and processing.

Customer service and service delivery issues.

Deposit Mobilization (CASA & fixed Deposit).

Loan portfolio Management and recovery for NPL/PDO’s.

A grow in a consumer banking’s portfolio to with kes.2.3BN in Liabilities and Kes.0.6BN in Assets in the year 2017 with a team of 33 Relationship officers/Relationship Managers- countrywide . ECOBANK KENYA JULY,2014 – JUNE,2016

Relationship Manager Nyeri Branch

Key Responsibilities:

Prospecting new business for the Bank i.e. both consumer and SME clients.

Handling Relations between the bank and clients.

Employee credit /SME loan applications and processing.

Customer service and service delivery issues.

Deposit Mobilization (CASA & fixed Deposit).

Prospecting new business from existing to bank clients.

Loan portfolio Management and recovery for NPL/PDO’s. INTERNATIONAL BUSINESS

MANAGEMENT- Berlin Germany

Mini MBA certification –

AVERAGE GRADE: Pass

.

SKILLS

Analytical Thinking.

Time Management.

Stakeholder Management.

Reporting.

Excellent organizational skills.

Negotiation & Presentation skills.

Good communication skills

PERSONAL QUALITIES

Self-motivated.

Ability to meet sales targets

and production goals.

Results driven and customer

focused.

Familiarity with industry’s rules and

regulations.

Creative.

Adaptable.

Passionate about People.

REFEREES

Stacy Gachanja

Head, Human Resources

Guaranty Trust Bank

Skypark Towers, Woodvale Grove

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

Email:*****.********@******.***

*************@*****.***

Kolawole Olanike

Head of Agency Banking

,Ecobank Nigeria

Fortis Office Park, Muthangari Drive

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

Email: *********@*******.***

Rosemary Gitonga

Regional Head Customer

Experience, CESA.

Fortis Office Park, Muthangari Drive

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

Email: ********@*******.***

Relationship Officer Nyali Branch

Key Responsibilities:

Prospecting new business for the Bank i.e. both consumer and SME clients. Handling Relations between the bank and clients.

Employee credit /SME loan applications and processing. Customer service and service delivery issues.

Deposit Mobilization (CASA & fixed Deposit).

Prospecting new business from existing to bank clients. Loan portfolio Management and recovery for NPL/PDO’s. Direct Sales Agent Westlands Branch

Key Responsibilities:

Prospecting for new business for the Bank i.e. both consumer and SME clients.

Prospecting new business from existing to bank clients.

Opening new accounts for the Bank.

New Business Executive Head office

Key Responsibilities:

Prospecting new business for the Bank i.e. Mortgages and unsecured loans.

Prospecting new business for existing to bank clients i.e. Mortgages and unsecured loan.

Opening new account for the Bank.

PROFESSIONAL MARKETING SERVICES

JAN 2005 – DEC - 2009

Sales Rep countrywide

Key Responsibilities:

Selling /promotions of products for various company i.e.Safaricom,EABL & Unilever.

ACHIEVEMENTS

Ecobank Kenya: Achieved 1st best Salesperson by opening 795 accounts with deposit of kes.108 Million in three months of Angukia Promotion at the company.

Ecobank Kenya: Won top seller prize for two consecutive years (2016, 2017) as the Best Relationship Manager, achieving 185% and 203% of yearly revenue targets

Ecobank Bank: Recognized as the Best sales person with the highest SME Pay Bills with the highest deposit in the year 2016. Achieved deposit in year 2009 of kes.1.2 Billion (USD.12 Million )

I&M Bank : Recognized as the best Branch Manager having managed to turn a non performing branch from loss position to profit of usd.1.141M – Year 2022

ECOBANK KENYA

FEBRUARY 2013 – JUNE,2014

ECOBANK KENYA

MAY,2012 – FEBRUARY,2013

STANDARD CHARTERED BANK

JAN 2010 – APRIL 2012

Contact this candidate