Resume

Customer Service Care

Location:

Nairobi, Nairobi County, Kenya

Salary:

95000

Posted:

August 30, 2023

Contact this candidate

Resume:

JUDY WANJUGU KABUYA

Email: adzcbe@r.postjobfree.com / adzcbe@r.postjobfree.com Tel: +254-***-***-***

Profile Summary

An organized, resulted-oriented banker and customer service professional with an excellent track record of significantly increasing service quality, sales and customer base. Outstanding communication, relationship- building and influencing skills, competent in building customer relationships which inspire confidence and loyalty. Additional I am extremely adept in all banking operational functions. Areas of Expertise

Excellent Customer Service

Training and Development

Cross cultural Awareness

Cultural Awareness

Research and Analysis

Administrative Support

Program Management

Teamwork and Collaboration

Strong Emotional Control

Budget Management

Financial Acumen

Planning and Coordination

Analytical Ability

Documentation and Reporting

Resource Mobilization

Computer Literacy

Result and quality oriented

Work Experience

DUBAI ISLAMIC BANK KENYA LIMITED

RETAIL BANKING September 2019 – Present

• Strategizing on the daily activities of customer service operations.

• Training new staff in areas of customer service and company policies.

• Managing queries and customer flow to ensure proficient customer service.

• Investigating and solving customer service complaints.

• Manage client database

• Maintaining documentation pertaining to customer service department activities.

• Performing additional duties where needed.

• Provide outstanding customer service efficiently handling customer needs and by reducing customer

waiting time and service time.

• waiting time and service time.

• To handle vault custodian responsibilities.

• To facilitate and participate in any branch projects (Service Quality Programs, Process changes, Sales… etc.).

• To perform the financial transactions (Cash

Management, Security items, Cheques) timely &

accurately.

• To ensure strict adherence to Anti money

laundering and counter terrorist financing (AML, CTF) rules and regulations.

• Responsible of custodianship of securities as assigned by the Branch Manger

• To facilitate and participate in the achievement of branch sales targets

THE DIAMOND TRUST BANK KENYA LTD

BRANCH OFFICER-CUSTOMER SERVICE AUGUST 2018 – AUGUST 2019

• Prime interface between customers and the branch

• Registering customers into the mobile banking and internet banking platforms.

• Maintain the banks customer service standards

• collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations

• Promote outstanding customer relations among team members.

• De-escalate and effectively handle frustrated or difficult clients.

• Enforces procedures to ensure compliance with company’s rules, regulations, and asset security.

• Periodical performance of activities to have first-hand interaction and feedback from customer.

• Ensure effective quality assurance and customer satisfaction.

• Ensure collaborative relationships with other departments to ensure optimal service levels.

• Keeping records of customer interactions, transactions, comments and complaints and alert management of trends in customer complaints.

• Provide daily/ weekly and monthly report on the activities of the team FAMILY BANK LTD (Operations & Clearing Department) Clearing Officer September 2012- November 2016

• Successfully assisted the team to recover amounts that had been long outstanding in the clearing GL accounts and had almost been marked as a loss to the bank. These amounts were debits and had been outstanding for almost a year.

• To ensure accurate processing of all eft, Rtgs and cheque transactions

• To promptly recover all charges as per the bank according to tariff guideline

• To ensure compliance to internal and external regulatory requirements

• Privileged to be part of the team that took part in piloting of a new clearing system, transition to it and enable branch roll out. This is the Cheque Truncation System (CTS) in the Automated Clearing House which was implemented by the central bank of Kenya.

• Prepared excel batches to debit or credit customer accounts and relevant GL accounts for inward and outward cheques and direct debits.

• Responded to queries on clearing and operational issues raised by Family bank branches and other banks.

• Attended designated clearing house sessions at Central Bank clearing centre taking minutes and diarizing for follow-up actions.

FAMILY BANK LTD (Mombasa Kenyatta Avenue Branch)

Operations Officer, CUSTOMER SERVICE March 2011 – September 2012

• Supported the front office staff by availing vouchers to resolve customer service duties (Back office). While directly liaising with customers in relation to account opening and maintenance queries

• Timely processing of account opening instructions, amendments on customer account, account closures as well as all other maintenances received in Account opening desk.

• Identified Cross-selling opportunities of products and services and pass leads on to relevant areas timeously.

• Ensured that all the required controls are in place to minimize the risks associated with processes performed in the service consulting area.

FAMILY BANK LTD

Business Development Officer (Marketing Department) January - March 2011

• Worked with executives to implement marketing strategies and new opportunities to achieve pre- targeted and measurable business results.

• Developed and sustained solid relationships with company stakeholders and customers as well as presenting company offerings and negotiate business deals. Additional Work Experience

THE IMPACTFUL WOMENS NETWORK-A DIVISION OF THE SPIRIT OF THE GAME FOUNDATION REGIONAL CHAIRPERSON FOR EAST AFRICA January 2023 – Present (part time )

• Providing a network to networks of women groups for effective impact through our various projects across the region.

• Providing shelter and economic/social empowerment to women experiencing abuse through our shelter homes around the region.

• Business/ career support to our women networks through trainings and providing a network necessary for business growth

WORLD SPIRIT OF THE GAME FOUNDATION

VOLUNTEER NGO-GLOBAL COUNCIL MEMBER – JANUARY 2022 DECEMBER 2022

• Strategic Planning and Networking

• Coalition Building

• project implementation

Direct Sales Representative (Marketing Department); Family Bank Ltd; 2010 - 2011

• Marketed various bank products, creating awareness, opening of accounts, mobilizing of deposits, customer service and enquiries, preparation of road shows, selling of various loan products and research and development for more products and brands. Finance and Accounting Department; The Kenya Power and Lighting Co. Ltd; 2009

• Revenue Section- dealt with petty cash and doing casual payments, handling of staff accounts and claims, dealing with customer deposit refunds, writing demand letters and depositing refund forms for customers.

The Kenya National Bureau of Statistics; 2009

• Charged with the collection of census data on people livestock and property. Academic Background & Credentials

Bachelor of Business Management, Second Class Honors; Moi University 2006 - 2010 Certificate in Statistical Programming and Social Sciences; New Dimension College 2019 Certificate in CPA Part One, Section One and Two; Kimathi University 2005 – 2006 Relevant Training

• World class customer service and culture change workshop training delivered at family bank training school.

• Culture change team lead for my branch.

• Certificate in Islamic Banking delivered in collaboration with Dar al sharia, Dubai, UAE,

• First aid certificate

• Advanced Microsoft word, excel and Power point skills

• AML training from standard chartered training school. References

CPA, EPHANTUS CHENGECHA

Chief Finance Officer, KPLC North Rift Region

Tel: 072*-***-***

Email: adzcbe@r.postjobfree.com

JAMES GICHIA NYORO

Operations Supervisor, Family Bank Ltd