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Work Background
NCBA GroupCards, Payments and Chargebacks Specialist
May. 2022KenyaResults-driven chargeback specialist with a proven track record of delivering timely, accurate, and customer-focused responses to inquiries, instructions, and disputes. Achieved and maintained a 100% response SLA rate, consistently exceeding customer expectations and leaving them satisfied and valued. Managed the reconciliation and settlement of channel transactions, collaborating with key stakeholders such as VISA, MasterCard, and Kenswitch to ensure seamless transactions and optimal customer satisfaction. Developed and implemented a customer channels-usage analysis report that was both customer-centric and data-driven, identifying patterns in consumer behavior, system health, and customer satisfaction. This report empowered Loop DFS commercial and operations teams to make informed, data-driven decisions, resulting in increased revenue and reduced system downtimes. Collaborated with relationship management and contact center teams to design and implement a customer-centric service strategy. This involved closely aligning with both teams to identify customer needs, develop effective solutions, and implement them in a timely and efficient manner. The outcome was a seamless customer experience.
Commercial Bank of Africa (CBA Group)Asst. Business Relationship Officer
Apr. 2017 - Sep. 2019Nairobi County, KenyaExperienced financial industry leader skilled in team management and cultivating strong customer relationships. Oversaw a team of five tellers and customer experience assistants, conducting spot checks to ensure optimal service quality. Provided proactive customer service across multiple channels, consistently exceeding expectations by delivering accurate and timely resolutions. Implemented successful cross-selling strategies to enhance customer experiences and drive revenue. Known for efficient collaboration in resolving interdepartmental escalations, contributing to an enhanced customer retention rate. Proactively engaged customers and partners to promote awareness of NCBA Bank products. Dedicated to exemplary customer service, I efficiently managed queues, monitored the banking hall, and promptly resolved customer issues. My leadership, quick problem-solving, and analytical skills uniquely position me to contribute significantly in the chargebacks and payments industry, prioritizing the enhancement of customer experience and satisfaction.
Sidian BankRelationship Officer
Aug. 2014 - Jul. 2016MweaA seasoned professional with a proven track record in driving business growth, I specializing in customer service excellence. Through strategic partnerships with financial advisors and adept mobilization of accounts, I generated over 70 million in loans and deposits in Mwea Tebere, showcasing my go-getter attitude and strong sales acumen. My expertise extends to identifying and cultivating new business opportunities, resulting in a remarkable 90% increase in customer count. I've successfully implemented customer-centric relationship management approaches, significantly boosting customer satisfaction and retention. Additionally, my experience includes the meticulous management of appraisals, disbursement, and monitoring of microfinance and SME credit facilities, reducing PAR levels from 10% to 5% by implementing robust credit risk management systems. Known for consistently meeting or exceeding customer response commitments, I efficiently resolve complaints and issues, fostering a reputation for excellence in customer service. Leveraging my skills in fraud detection and commitment to customer experience, I am dedicated to making meaningful contributions in the financial industry. Let's connect to explore potential collaborations and opportunities
National Bank of KenyaFinance Intern
Apr. 2013 - Jul. 2013NairobiReconciliation in the treasury back office Position monitoring and deals authentication in the treasury middle Office
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