Customer Service Program Coordinator
Resume:
Skills
BRODUS ANGELA MULWA
Tel:071******* Email:******.*****@*****.***
Executive Summary
Language
proficiency
Human Resources professional with 5 years of experience in Customer relationship, HRIS, Accounts, Growth, and Relationship Management; optimizing business processes and database management. Skilled in handling complex situations with professionalism and confidentiality. Efficient and detail-oriented professional with an innovative attitude, sound judgment, and motivation to sustain management and business proficiency. A reliable employee with a strong work ethic and commitment to integrity. Experienced Growth and Relationship Officer who effectively identifies and resolves complex financial issues. Thrives in fast-paced and ever-changing business environments. Knowledgeable sales and marketing professional whose success is based on integrity, exceptional customer service, efficiency, and ambition. Skilled in coaching and mentoring branch team members on a variety of products and services. Dependable and successful in building a loyal customer base.
English: Excellent Kiswahili: Excellent
Sage & QuickBooks
Human Resource
Computer Proficiency: Excel,
Word & PowerPoint
Customer service
Financial & Accounting skills
Relationship Management
Business Performance
Improvement
Research & Analytical
Confidential, Responsible, Self-
motivated, ability to learn fast,
Excellent interpersonal skills
Communication and partnering
skills
Ability to multi-task in a diverse
work environment
Problem-solver
Attention-to-detail
Leadership & Supervision skills
Work Experience Sep 2017 – Oct 2021 ECLOF - Kenya Microfinance Position: Growth and Relationship Officer
Key Achievements:
Recruited and trained 25+ new clients per month against a target of 17 and 2 new groups of 12 members per Month.
Exceeded loan disbursement target by $2000.
Experiences:
Provided exceptional customer service promoting the bank's products and services.
Resolved problems and assisted customers by handling account-related inquiries.
Accurate data input and maintenance of client information in CRM system.
Ensured maximum security and confidentiality of customers' assets.
Established and maintained relationships with individual and business customers and assisted with problems they encountered.
Built and expanded existing client relationships through proactive contact, account planning, and effective pipeline management.
Maintained loan payment and collection at 95% against the global target of 80%
Grew a young group loan book from 3M to 9.5M in a record 6 months and improved PAR from 20% to 1%.
July 2017 – Sept 2017 ECLOF - Kenya Microfinance
Position : Customer service officer
Key Achievements :
• Provided exceptional customer service promoting the bank's products and services.
• Resolved problems and assisted customers by handling account-related inquiries.
• Accurate data input and maintenance of client information in CRM system.
• Ensured maximum security and confidentiality of customers' assets. 2014 – Sep 2016 Ministry of Health
Position: Human Resource Assistant
Key Achievements:
Maintained employees paid time off and ensured correct payout for the requested time.
Researched, created, launched, and ran a successful employee wellness program. Experiences:
Managed the full cycle recruiting process, including sourcing, screening, and interviewing candidates.
Performed reference checks and new employee onboarding and training.
Maintained employee files, accurate records, and confidentiality.
Conducted pre-employment background checks and ensured all candidates who qualify have all required documents.
Generated important letters and memos to be sent out to all employees in a timely manner.
Created job descriptions and posted them on various websites to attract new candidates within the target market.
Served as a link between leadership, management, and employees by answering questions, communicating decisions, and helping to resolve work-related matters.
In charge of maintaining employee and contract files, keeping the company in compliance with current laws, coordinating office activities and events, and vendor relations.
Responsible for administering benefits and other office perks, employee engagement, conducting new hire orientation, exit interviews, booking corporate travel, and handling communication regarding staff and other company issues.
Advised managers on organizational policy matters and recommended resolutions.
Worked closely with Finance, Payroll, and IT departments daily.
Entered clients, details in the system for registration, and ensuring relevant membership fees are charged and deducted after ensuring KYC.
Generated credit officer and customer reports from System, Performance Reports
(PAR, Recruitment, Disbursement), Statements, “PTRs and CSRs”, Registration details, previous cash allocations details, unallocated funds, etc.
Updated Client information changes details in the system, processed and extracted personal account pin codes.
Entered details, booked loan forms in the system for timely disbursement, and ensured recovery of relevant fees, interests, and any other loan-related charges.
Extracted archived processed loan forms from the system upon request. May – Jul 2013 NHIF
Position: Accounts Graduate Intern
Key Achievements:
Exceeded collection target by 30%.
Recovered long-overdue company debts in a record of 6 months. Experiences:
Improved and reconstructed credit and debit records by optimizing and simplifying the recording system.
Optimized tax planning for executives in international assignments by conducting relative tax project research.
Prepared outside clients’ and subsidiaries’ credit analysis reports by maintaining each component’s credit history.
Negotiated funds-transfer activities with bankers by daily phone calls and emails.
Reviewed and maintained all vouchers, check payments, and receipts for external auditing purposes.
Posted transactions in Quick books/Sage system, analyzed invoices, and reconciliation of accounts payable.
Education
background
2017 – 2021: Bachelor of Commerce (Human Resource), Kenyatta University.
2016: Diploma in Human Resource Management, Nairobi Aviation College.
Kenya Certificate of Secondary Education, Kikumini Secondary School
Sales and Marketing Certificate
Peer Counsellor’s Training and Activities Participation Certificate
Certifications and
Proficiencies
Referees
Mr. Daniel Mwangi
Snr GRO ECLOF-KENYA
Nairobi Branch
Mobile No: 072*******
Email: ************@*****.***
Ms. Linda Lanoi
Nairobi water &sewerage
Mobile No: 072*******
Email:***********@*****.***
Bishop Chistopher kosgei
Ministry of Defense
P.O. BOX 6445 – 00100
NAIROBI KENYA.
Contact this candidate