Experience

• 

  Absa Bank Kenya

  • Nairobi, Kenya

  • Customer Service Manager Absa Bank Kenya

    • Jan 2017 - Present
    • Nairobi, Kenya

    In this role, my focus is on building excellent customer service obsession to thrive in current market competition that places the organization at a position of go-to bank. I offer solutions to financially constrained customers through restructures/ pay plan by listening and solving their complaints and queries at a fast rate. I do root cause analysis report which is used as a tool to guide on frequent complaints and query to guide on what strategy to engage. This drives the organization performance; it also lifts reputation hence making it future best and meet customer satisfaction goals.Solving customers complaints/ queries in relations to potential products need, accounts, loans service needed, clarifying areas of guidance and digital channels assistance.Supervise the day–to-day operations in customer service department, maintain accurate records, respond to customer issues and problem-solving, good understanding of management practices and techniques to meet the required service level components, standards and targets.I facilitate consistent delivery of professional customer service to over 2million cardholders / loan owners while training and supporting Absa Kenya branch network staff of over 100 branches. Ensuring operational efficiency in the departmental work processes as I lead my immediate team. I have Excellent leadership and interpersonal skills.Develop a team of customer care executives to ensure delivery of a consistently superior customer experience. Act as the communication support system between CEEs and Management through outstanding written, verbal and reporting communication skills.Reviewing workforce processes, building and scaling customer service team, coordinating schedules, Manage the approved budget of the customer service department, report generation /interpretation and analysis.A passion for people- There is no any two ways about this, I love/like dealing with people to offer high customer satisfaction professionally.

• 

  Barclays Corporate & Investment Bank

  • Nairobi, Kenya

  • Collections & Recoveries Portfolio Manager

    • Jan 2013 - Dec 2016
    • Nairobi, Kenya

    I was responsible for driving productivity through leading a debt collection team for loans, credit card and Timiza products. This involved coming up with strategies like Forbearance / restructure plans to offer solutions to financially constrained customers, discounting strategy to ease the debt to the customer, reward strategies to lift the team motivation on performance and short term campaigns to compete within the team with a reward to the winner which would boost volumes on collection hence meeting the stretched targets.This was recognized as a valued contributor to customer support and relationship that led to my promotion as a customer service Manager.monitor accounts to identify outstanding debts.Coming up with proactive strategies to collect before the accounts / debts hits arrears book.Monitoring performance of loans, credit card, overdrafts & Timiza and preparing reports on collections activity plus possible strategies to achieve the target.Supervising the collections & recoveries Team , training , management of flow rates and calling system for quality information to customers.Holding regular meetings with department Heads on portfolio management.Liaising with clients directly, third parties and colleagues in branches to ensure maximum collection whilst maintain excellent customer service.

• 

  Barclays

  • Nairobi, Kenya

  • Underwriter / Credit Analyst

    • Feb 2010 - Dec 2012
    • Nairobi, Kenya

    At Credit operations where loan, credit card and account opening took place, I did vetting and processing by analyzing to ensure debt service ration is met. A key role was to turn the department / process into a strategic unit to make the service easier and faster to customer.A key highlight of my time was to champion project test and implementation of image system (Sybrin) for processing loans, credit card and Accounts opening which reduced turn around time by three times the usual way.This helped surpass targets placing the business at best lending position ever. We received the highest department review rating.

• 

  Barclays Corporate & Investment Bank

  • Nairobi, Kenya

  • Compliance and Risk Co-ordinator

    • Aug 2007 - Jan 2011
    • Nairobi, Kenya

    This role involved vetting loans, credit cards and KYC checks for accounts opening.A key achievement was to have the highest processed volume in the team within the set timelines and adherence to bank policy.I also compiled MI (management Information) on work processed and returned /rejected work which worked as tool to train on areas to improve. I understood the policy very well and adhered to controls without a miss. I came up with a control to check the work of the rest of the team before release for processing which reduced returned work reducing on SLA (service level agreement ) and making the Team win a reward.This earned me an acting position of a Team Leader.

• 

  Dunlop Tyres Kenya

  • Nairobi, Kenya

  • Accounts Assistant

    • Feb 2003 - May 2003
    • Nairobi, Kenya

    Responsibilities:-General cash book update-Cheque wiring to creditors-Creditors and Debtors reconciliations-Internal audit participation-Bank reconciliations

• 

  ARCO INDUSTRIES

  • Nairobi, Kenya

  • Sales / Customer Service Support

    • May 2002 - Aug 2002
    • Nairobi, Kenya

    Responsibilities:-writing delivery notes and receipts-Store book keeping-Sales promotions and Marketing-Handling customer queries-Giving presentations on products offered, discounts and major sales on offer

• 

  Avon Rubber plc

  • Nairobi, Kenya

  • Accounts Clerk

    • Aug 2001 - Oct 2001
    • Nairobi, Kenya

    Responsibilities:-General Cash book update-Statutory returns filing-General petty Cash management.-Receptionist ServicesThis lifted my confidence and exposure to customers.