Experience

Madison Investment Managers Limited
• Kenya
• Investment Management
• Deputy Manager-Customer Experience

  • Jul 2022 - Present


Britam

• Kenya
• Financial Services
• 700 & Above Employee

• • Jun 2018 - Jul 2022

  ◾️ Key Contributions ◾️▪️ Enhance the customer experience journey and drive engagement by interacting with 50+ customers on a daily basis. ▪️ Review contract notes, statements, business confirmations, and all client correspondences ensuring timeliness and effective client servicing.▪️ Facilitate and review new account opening and capture client data ensuring accuracy integrity and risk management▪️ Collaborate with colleagues to determine areas for improvement, review departmental performance, and develop ideas for better service to customers Show less

• • Dec 2016 - Jun 2018

  ◾️ Key Contributions ◾️▪️ Communicated with customers to ensure product understanding, answer questions, and facilitate conflict resolution.▪️ Participated in voluntary corporate training classes to increase understanding of caller concerns and shorten call response time.▪️ Prepared product and service reports by collecting and analyzing customer information.



STANLIB KENYA LTD

• Business Development Officer

  • Sep 2014 - Dec 2016

  ◾️ Key Contributions ◾️ ▪️ Maintain potential client database and provide any necessary information required by management. ▪️ Build, develop, and maintain profitable lending and deposit relationships with new and existing customers. ▪️ Attend to client queries and issues where required, and provide timely and efficient resolutions. ▪️ Manage key account leads generated by marketing campaigns. ◾️ Key Contributions ◾️ ▪️ Maintain potential client database and provide any necessary information required by management. ▪️ Build, develop, and maintain profitable lending and deposit relationships with new and existing customers. ▪️ Attend to client queries and issues where required, and provide timely and efficient resolutions. ▪️ Manage key account leads generated by marketing campaigns.