Store Manager Customer Relationship

English

Kiswahili

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

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