Customer Service & Service Delivery Manager
Resume:
GENEVIEVE KIGERA
********@*****.***
CAREER OBJECTIVE
Highly organized, perceptive and results driven professional with extensive experience in customer service and service delivery management, who is passionate about delivering seamless customer experiences and continuously improving service quality through cultivating positive customer relationships through clear and helpful communication. Good planner with strong judgment and critical thinking ability while valuing innovation, collaboration and customer centric strategies. CORE COMPETENCIES
Customer Experience Management
Customer Support
Multi-channel communication
Problem solving & Analytical skills
Compliance & KYC/AML Standards
International & cross-cultural experience
PROFESSIONAL EXPERIENCE
Customer Service Representative
Cigna Healthcare (Hybrid) Jan 2024 – Present
Duties:
• Deliver multi-channel support (phone and email) to a diverse international customer base, troubleshooting complex issues and guiding clients through processes
• Collaborate with various functions such as claims and compliance teams to resolve cases in a timely manner while ensuring adherence to policies
• Liaise with medical team for medical necessity review of member treatment plans according to the policies
• Co-ordinate with Health Care Providers for additional information needed for claims settlement as well as medical necessity reviews
Achievements:
• Received a Quality Champion Award for meeting every monthly quality target for both emails and calls
• Received an Exemplary Customer Support Award for demonstrating proactive follow up and commitment to quality service leading to positive feedback and outstanding customer satisfaction Service Delivery Manager
Rafiki Microfinance Bank – Multiple Branches Nov 2017 – Dec 2023 Duties:
• Ensure KYC compliance for all accounts opened as per KYC/AML guidelines
• Liaise with cash center for overnight insurance in case of exceeded cash holding limits
• Cross-train tellers and customer service officers to ensure adherence to TAT, audit and compliance requirements
• Drive uptake of alternate channels to 60% monthly
• Prepare and review operational reports and schedules to ensure accuracy and efficiency.
• Set budgets and deadlines for the department
• Maximize income through non funded income streams as well as commissions
• Follow through on all critical inter-departmental escalations to increase customer retention rates
• Negotiate forex rates on behalf of customers within revenue earning limits
• Facilitate inter-departmental communication to provide effective customer support
• Manage the Branch’s training program
• Assume ownership of team productivity and managed work flow to meet or exceed quality service goals. Achievements:
• Managed to move the Branch compliance scores from 71% to 85% during my tenure at Tom Mboya Branch
• Achieved an Audit rating of 88% from a previous score of 65% within 1 year and ensured there were no repeat findings
• Managed to plan continuity for Tom Mboya Branch during the COVID19 outbreak
• Managed to effectively and efficiently relocate Branch premises for Westlands Branch with minimal hitches Senior Customer Service Relationship Officer
Rafiki Microfinance Bank – Biashara Branch Jun 2015 – Oct 2017 Duties:
• Engaged potential customers regarding banking needs and advise on suitable products and services
• Trained and manage junior customer service officers
• Fixed Deposits portfolio management
• Cash management through dual custodianship
• Investigated and resolved customer complaints in an empathetic manner
• Responded promptly to enquiries and requests from prospective customers
• Ensured escalated customer complaints are resolved within 24 hours to maintain customer satisfaction
• Ensured 95% adherence to compliance and TAT
Achievements:
• Was the best customer service officer in Nairobi region for customer complaint handling and closure
• Achieved 100% KYC compliance on all accounts opened Senior Officer – Contact Centre
Rafiki Microfinance Bank – Central Office Apr 2015 – Jun 2015 Duties:
Handled all internal and external calls to the organization
Handled customer queries and complains while escalating the complains with the relevant departments and Branches and ensuring their closure
Prepared and monitored various customer service reports from the branch network
Handled the CEO’s email and managed the issues raised Achievements:
• Developed an internal tracking system for customer feedback to improve service delivery and customer experience Customer Service Relationship Officer
Rafiki Microfinance Bank – Thika Branch Feb 2013 – Mar 2015 Duties
• Cash management
• Account opening and general queries.
• Actively sourced for feedback from clients
• Managed the compilation of reports and reconciliations
• Ensured closure of customer complaints within 24 hours to maintain customer satisfaction & loyalty.
• Identified customer needs effectively and cross-sold products effectively
• Banking hall and queue management
Achievements:
• Maintained customer satisfaction and loyalty through adherence to set TATs Direct Sales Representative
National Bank of Kenya – TSC Upper Hill Branch Feb 2011 – Jan 2013
Recruited new customers in both accounts and loans through cross selling of the bank’s products
Built strong client relationships and sourced partnership opportunities Intern
National Bank of Kenya – Multiple Branches Jan 2010 – Apr 2010
Gained exposure to credit, customer service, and administration within banking operations. EDUCATION
2008 September – 2012 December University of Nairobi, School of Business Bachelor of Commerce, Finance option- Second Class Honors February 2008 - May 2008 St. Joseph’s Vocational Training Centre, Mlolongo Diploma in Computer applications: Proficiency in Microsoft Packages Mean Grade B
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