Customer Service Officer
Resume:
SHARLINE RITAH RIZIKI MWENI
WATAMU, KENYA.
TEL 071*-******
E-mail: *******@*****.***
CAREER SUMMARY
I am a result-oriented self-starter with over ten (10) years’ experience in a microfinance institution, having worked in Mombasa and Uasin Gishu (Eldoret) counties for SMEP Microfinance Bank as a customer service officer/Teller, for Mogo Auto Limited as Customer service officer/Loan Officer, and Tiny Bees Kenya LTD as senior Team Leader. Over the years, I have gained experience working with various organizations, having worked as an assistant manager at Stars & Garters club in Malindi for one year before joining campus. Within this period of one year, I gained experience in office etiquette, accounts, stock keeping, and as well as good relationship with other staff members. I also participated in several baseline surveys organized by World Vision of Kenya in Kilifi and Bamba areas as an enumerator and data entry clerk.. I also took part in a survey organized by the World Bank of Kenya in Kilifi County for the projects implemented between 2013-2017 in Kilifi County, It is in these surveys that I increased my public relations experience. Before I graduated I was an ICT intern at SMEP Microfinance Bank, which led me into getting a contractual Job as customer service officer and Teller. I have experience in working with women and youth groups in both rural and urban settings empowering them to start or improve their businesses and livelihoods. I have worked in cross cultural environments and have excellent organizing and communications skills
CAREER OBJECTIVE
To become a resourceful team player in a leading dynamic and result-oriented organization working towards greater performance, excellence, and achievement. 2
BIO DATA,
NATIONALITY: Kenyan
ID NUMBER: 26588744
SEX: Female
DATE OF BIRTH: 19th March 1987
MARITAL STATUS: Married
RELIGION: Christian
LANGUAGES: English, Swahili, Giriama
EDUCATION
● 2018 -2022 - University of Nairobi. Masters of Arts in Project Planning And Management
● 2010-2013. –Mount Kenya University. Bachellor of Business Information technology,Second Class Honours, Lower Division.
● 2008-Attended Christ The King Training Institute. Certificate in Introduction to computers and system applications..
● 2003-2006- Attended Ribe Girls Seconday School .Attained an overall grade of C+.
● 1994-2002. Attended Gede Primary School.Did the Kenya Certificate of Primary Education examination, KCPE
CAREER DEVELOPMENT
Feb 2023- Dec 2024: Senior Team leader: Tiny Bees Credit LTD Key Responsibilities:
Proactively work with leads to achieve loan issuance targets
Leading a team of sales officers to Sale and market Bees Credit Loan products,
Follow-up with customers and car dealers who have already visited A Tiny Bees Credit branch to finalize loans
Take clients through the various Bees Credit products and terms (car financing and logbook loans)
Collect necessary documents and assess the customer's ability to pay
Conduct proper KYC and fraud prevention
Remain the customer’s point of contact for all questions 3
Nov 2019-Jan 2023: Customer Service/ Loan Officer: Mogo Kenya LTD Key responsibilities:
Proactively work with leads to achieve loan issuance targets
Follow-up with customers who have already visited Mogo branch to finalize loans
Identify, assess, and attend to customers’ needs to achieve satisfaction
Take clients through the various Mogo products and terms (car financing and logbook loans)
Collect necessary documents and assess the customer's ability to pay
Conduct proper KYC and fraud prevention
Enter customer information into Mogo IT system
Remain the customer’s point of contact for all questions
Process customer loan applications and ensure quick loan disbursements
Feb 2014-Dec 2017: Customer Service Officer/Teller: SMEP Microfinance Bank
My Key responsibilities were:
Customer service: Excellent customer service standards as the first contact person between the bank and potential customers, ensuring all customer queries are handled appropriately.
Strict compliance to the bank’s policies and Procedures on Account Opening and related processes.
Ensure strong adherence to anti money laundering (AML) and know your customer (KYC) policy guidelines.
Ensure all accounts opened have complete and correct documentation.
Resolve customer complaints and refer customers to the proper service area for issues that cannot be resolved at the customer service desk.
Investigate and respond to all customer enquiries promptly
(both internal and external).
Organizing and participating in training activities
Promote and cross-sell the bank’s products and services
Proper management of customer relations
Ensuring availability of marketing materials, banks stationery in the branch
Recruiting groups (men, women and youth), train and fund them to expand/ start their businesses.
Receiving and sorting daily mails/couriers
Dispatching mails and couriers
Queue management within the banking hall.
Preparation of daily and monthly reports on customer service.
Analyzing applicant’s financial status and credit worthiness.
Receive, verify and facilitate processing of customer instructions e.g. Standing order instructions.
Maintain the highest level of confidentiality with all customer information obtained.
4
July 2013 - Jan 2014: ICT Intern: SMEP Microfinance Bank Key Responsibilities were:
Loan booking into the system, Posting receipts
Account opening, Client registration.
Customer service; Scanning and uploading client details into the system
Jan 2012- Dec 2012: Data Entry Clerk: World Vision Kenya, Kilifi Office
Key Responsibilities were:
Collecting data from field officers and inputting it into the organization's database.
Feb 2009 – Dec 2009: Asst. Manager: Stars and Garters Restaurant Malindi
Key Responsibilities were:
Day-to-day operational management
Accounting
Training new staff
Stock taking
AREAS OF STRENGTH
- Fast learner and always ready to learn new things
-Ability to relate and communicate effectively.
- Ability to work under pressure and with minimal or without supervision.
- Ability to multi-task
- Ability to meet deadlines.
-Good in report writing,Team work and well Organised HOBBIES
Networking
Shopping
Traveling
Listening to Music
5
REFEREES
Raphael Wanyoike Muchina
Branch Manager,
SMEP Microfinance Bank,
Nairobi.
EMAIL: **************@*****.***
Pius Macharia,
Branch Manager,
Caritas Microfinance Bank,
TEL:072*******
EMAIL: *********@*****.***
DR. Benjamin Tsofa,
Principal Research Scientist,
Kenya Medical Research Institute,
P.O. Box. 230 KILIFI
Mobile: +254(0)721 716 076
EMAIL: ******@*****.***
Contact this candidate