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PROFESSIONAL EXPERIENCE
Customer Relationship Officer
4G Capital, Nov 2023- Oct Present
Managed incoming phone calls, appointments, and messages with professionalism and efficiency.
Resolved customer concerns promptly, turning dissatisfied clients into loyal, returning customers.
Built strong client relationships to enhance customer satisfaction and drive long-term retention.
Promoted and upsold products, services, and packages to maximize revenue opportunities.
Provided actionable feedback on sales trends, promotions, and customer behavior to support strategic planning.
Delivered clear and engaging product knowledge to customers, increasing product understanding and sales conversion. Maintained a clean, organized, and welcoming client environment in the salon.
Handled general administrative and ad hoc tasks as required. Re-engaged dormant clients and successfully facilitated customer reactivations.
Led the rehabilitation of defaulting clients, ensuring alignment with updated company terms and conditions.
Underwriter General
Mauritius Union Assurance, Jan 2022-June 2023
Ensured accurate documentation and timely issuance of insurance certificates, debit notes, policies, and endorsements. Streamlined the renewal process to meet turnaround time targets, supporting high client retention rates.
Prepared and revised quotations for intermediaries in line with company guidelines, and followed up to close business opportunities.
Underwriting Procedures
Risk Assessment & Analysis
Insurance Policy Administration
Claims Processing & Advisory
Bancassurance Operations
Premium Reconciliation &
Collection
Policy Documentation &
Endorsements
Sales Reporting & Market Analysis
Regulatory Compliance (IRA, AKI
standards)
Product Knowledge Delivery &
Training
Customer Relationship
Management (CRM tools)
Service Level Agreement (SLA)
Management
Credit Risk Evaluation
Account Portfolio Management
Data Analysis & Reporting (Excel,
MIS tools)
Insurance Software Systems
WILLIAM NAMAYI
PROFILE
Results-driven insurance and financial services professional with over 4 years of experience in underwriting, bancassurance, and customer relationship management. Adept at building and nurturing strong client relationships, driving business development, and ensuring service excellence across diverse financial and insurance platforms. Proven ability to coordinate with cross-functional teams, analyze risk, manage policy issuance, and deliver effective training to stakeholders. Strong knowledge of general, life, and health insurance products, with a solid foundation in risk management principles.
CONTACTS
TECHNICAL SKILLS
LANGUAGES
Phone: +254-***-***-***
Address: P.O. Box 1278–50100,
Kakamega, Kenya
***************@*****.***
Customer Service Excellence
Relationship Building & Retention
Communication & Interpersonal
Skills
Problem Solving & Conflict
Resolution
Team Collaboration
Sales & Cross-Selling Strategies
Attention to Detail
Time Management
Adaptability & Flexibility
Decision Making
Organizational Skills
Negotiation & Persuasion
Process Improvement
Strategic Thinking
COMPETENCIES
Successfully reactivated dormant
and defaulting clients, improving
portfolio performance and client
retention.
Played a central role in
streamlining the insurance
renewal process, ensuring timely
issuance and enhanced client
satisfaction.
Built and maintained strong
partnerships with financial
institutions, contributing to
consistent business growth
through bancassurance channels.
Delivered targeted training
sessions to bank staff, enhancing
product knowledge and
increasing insurance product
uptake.
Effectively managed complex
underwriting cases, ensuring
compliance with policy guidelines
and risk standards.
Provided timely and strategic
advisory support to claims
departments, aiding accurate
claims assessment and resolution.
ACHIEVEMENTS
Reconciled client accounts monthly to reflect booked business accurately.
Issued renewal notices 60 days prior to renewal dates to support proactive policy management.
Evaluated and processed credit applications in alignment with company credit policies.
Issued cancellation notices for non-payment of premiums, maintaining compliance and policy integrity.
Advised the claims department on applicable policy terms, excesses, deductibles, and clauses.
Confirmed coverage and approved quotations within 50% of the treaty limit authority.
Appointed property and motor vehicle valuers as needed to support underwriting accuracy.
Issued policy documents for new motor business and renewal schedules promptly.
Executed bonds in accordance with designated authority limits. Oversaw the approval and dispatch of renewal schedules and additional endorsements.
Responded to client inquiries efficiently, ensuring accurate quotations and adherence to authority guidelines.
Followed up on premium collection and ensured timely debiting within the month.
Facilitated premium refunds due to overpayments or policy cancellations.
Participated in client visits with intermediaries for technical support and product presentations as required.
Bancassurance Officer
Jubilee Health Insurance Ltd, Dec 2019-Nov 2021
Managed and nurtured relationships with multiple financial institutions, ensuring consistent service delivery and portfolio growth.
Acted as the primary liaison between underwriting teams and business development units to ensure seamless coordination. Conducted regular visits to bank branches to build rapport with Relationship and Branch Managers, driving business acquisition through bank channels.
Handled all insurance-related inquiries from bank partners, delivering prompt and accurate support.
Analyzed daily marketing and premium booking reports, incorporating market intelligence to guide strategic decisions. Participated in drafting and executing Service Level Agreements
(SLAs) with partner banks.
Held joint client meetings with banks for insurance needs related to credit facilities.
Delivered insurance product training to bank staff, enhancing product knowledge and sales capability.
Developed and maintained an efficient data-sharing system between banks and the insurer to ensure prompt client servicing. Increased quotation-to-closure conversion rates by tracking and improving strike rates monthly.
Demonstrated excellence in
handling high volumes of client
queries while maintaining quality
service standards.
Contributed to the development
and implementation of improved
service-level agreements between
insurers and bank partners.
Mr. Livingstone Makori
Bancassurance Manager
Jubilee Health Insurance Limited
Phone: +254-***-***-***
Email:
***********.******@************.***
Mrs. Joyceline Wekesa
Head of Underwriting Department
Mauritius Union Assurance Kenya
Phone: +254-***-***-***
Email: *******@***.**.**
Mr. Wycliffe Aminga
4G Capital Limited
P.O. Box 110, Nairobi
Phone: +254-***-***-***
Email: ********.******@**-*******.***
REFERENCES
Championed both new business development and cross-selling initiatives within and outside bank channels.
Oversaw branch-level insurance operations, including policy issuance, claims support, and documentation handling. Ensured timely renewals to maintain retention and minimize income leakage.
Collaborated closely with bank credit analysts and relationship managers to identify and convert new insurance leads. Promptly resolved customer inquiries in accordance with policy and regulatory standards.
Led branch-level staff and customer training on insurance products, improving awareness and engagement.
Maintained compliance with all regulatory, operational, and internal guidelines regarding bancassurance activities. Ensured bank-collateralized assets were properly insured, with the bank’s interests accurately documented.
Proactively managed premium collections and controlled debt levels in line with credit policies and procedures. EDUCATION
Bachelor of Commerce (BCom), Risk Management & Insurance Egerton University, Kenya
2013 – 2019
Kenya Certificate of Secondary Education (KCSE)
Lwanda Secondary School, Kenya
2007 – 2011
Grade: B
Kenya Certificate of Primary Education (KCPE)
Bushibo Primary School, Kenya
2000 – 2006
Marks: 333