CV Profile No.83122

• Acting Branch supervisor • Customer advocacy and Product packaging (Cross selling) according to customer need / solution • Customer relationship management comprising of dispute resolution, customer satisfaction survey Customer vetting and onboarding in accordance with AML procedures and KYC guidelines • Oracle CRM & Microsoft Dynamics CRM • Upholding TAT as per the service chatter • Data protection - Protecting of customers’ accounts and Information from Fraud • Data Entry and Analysis • performing inter-branch reconciliations as well as SWIFT/RTGS, ATM and Salary Processing. Key achievements • Branch Digital Financial Services (DFS) Champion. • Ratted as best Customer service by customers at • Increased customer satisfaction ratings. Therefore, customer satisfaction rating increased from 40% to 90%. • Prompt Dispute resolution rate. The number of complaints reduced from 20 per month to an average of 2 to 5 per month at a branch level • Improved first call resolution (FCR) rate. • Management of Several banking programs like Motor, saccos, matatus industries in product packaging. • Implementation of training program for customer service representatives and providing ongoing coaching and feedback to team members hence improved CX score.