Customer Service Executive Director
Resume:
***************@*****.***
STEPHEN WANJAU KAGUNYI
OBJECTIVE To secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to success of the company.
SKILLS & ABILITIES Leadership, integrity and people management skills,Communication Skills, Customer service focus, Strategic level thinking, Change and transformation capabilities,Management skills,Analytical and decision making,Adaptability and flexibility, Innovative and creative thinking.
EXPERIENCE DEPUTY EXECUTIVE DIRECTOR/CHIEF FINANCE OFFICER-VOLUNTEER(REMOTE) BEYOND MY TRIBE FEB 2024 UPTODATE
Duties and responsibilities
Providing strategic direction and leadership to achieve the organization mission and vision.
Overseeing programs and day initiatives. to day operation and ensure the effective implementation of
Collaborating organization impact. with stakeholders,partners,donors and community to enhance
Supporting donors,partners,donations fundraising in kind efforts,for sustainable sourcing growth of of organization. funds through
Cultivating values of equality,positive equity and and collaborative dignity. organization culture in alignment with CASH MANAGER OPERATIONS:KCB BANK GROUP JANUARY 2021 TO DECEMBER 2022
Duties and Responsibilities
Ensure daily balancing of Reserve cash on daily basis both local and foreign
currency Coordinating and provide and managing daily and In periodic service reports providers in line with policies to optimize routes and deliver efficient services and ensure sustained service
levels Ensure all security and operational risks are mitigated and closely monitored and adherence to all processing control measures, compliance to policies,
regulations Monitor transaction, Cash Handling volume Regulations trends and and plan Standards. for adequate resources and
capacity Manage staff performance: set goals and objectives and manage staff productivity to achieve the performance targets. Identify training needs and
conduct Maintain necessary key relationships training for and staff, carry leave out management. periodic service reviews with stakeholders involved in currency management process which include Branch
network. Effective management of all cash services both local and foreign currency to the Branch network and adhering to controls to achieve good customer
experience.
ASSISTANT MANAGER OPERATIONS, SERVICE QUALILTY AND COMPLIANCE KCB Bank Group MAY 2016 to DECEMBER 2020
Duties and Responsibilities
Handling customers’ enquiries and services pertaining cash withdrawal and deposits and supervisory services.
Offering stellar services in giving advice to customers’ instructions promptly.
Ensuring adequate Staffing at all touch points in the bank thus efficiency in operation.
Ensuring due diligence is adhered during day to day operations.
Ensure the ATMs are reconciled every day and prompt action taken on any inefficiency.
CUSTOMER EXPERIENCE CONSULTANT
KCB BANK GROUP December 2007-April 2016
Duties and Responsibilities
Handling customers’ enquiries and services pertaining cash withdrawal
and Offering deposits stellar services in operations by processing customer’s
instructions Handling customer promptly. enquiries and complains and actioning appropriately.
and Preparing Handling Maintenance guiding and and on ensuring of sending how cleanliness to use customer security the of services. of banking service Accounts reports. hall documents and ensuring for the stationeries customers. are
neatly Conducting kept. Customer Service meetings to improve customer service by addressing issues arising during interaction with customer. EDUCATION University of Nairobi May 9, 2011 to Dec 2014 Masters in Business Administration (MBA)-Strategic management option Maseno University Sept 2003 to Nov, 2007
Bachelors’ degree in Business Administration- (Finance option). Attained Second Class Honors, Upper Division
Kenya School of Monetary Studies Aug, 1998 to May 2000 Diploma in Banking (AIB)
Attained Credit.
Endarasha High School Completed studies in 1996.
Kenya Certificate of Secondary Education (KCSE)
Attained B (plain)
COMMUNICATION Proficiency in English and Swahili language. LEADERSHIP I have been operations Manager in various position including acting appointment at the Bank until I voluntary exited in December 2022, a team leader for the sales team for two years. I have offered the leadership in organizing various events both in the bank and in the society.
REFERENCES DR. ANITA WACHIRA
LECTURER DEDAN KIMATHI UNIVERSITY
PHONE: 072******* EMAIL: *****.*******@****.**.**
MR FRANCIS KOMEN
SENIOR MANAGER KCB BANK GROUP
PHONE:072******* EMAIL: *******@********.***
REVEREND JOHN WANJOHI
PASTOR FULLGOSPEL CHURCHES OF KENYA -NYERI BRANCH
PHONE:072******* EMAIL: *****.**@*****.***
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