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Work Background
Stanbic Bank KenyaData /Service Quality Analyst
May. 2014Facilitate in the definition of project scope, goals and deliverables project tasks and resource requirements. Conduct test cases, analyze and provide project evaluations / assessment of projects results to capture business requirements. Manage the change control process in collaboration with project stakeholders Highlighting operational, system, process defects or other deficiencies and obtaining commitment to avert them while determining root Cause Analysis and monitoring of top complaints to mitigate recurrence. Contact Care Metrics and productivity reporting for impact awareness on product positioning to stakeholders, monitoring and decision making Data exploration and mining to facilitate new proposals and solutions
Stanbic BankCorporate Client Service-(South Sudan Portfolio)
Jan. 2010 - Mar. 2014NairobiProvide exceptional service to existing and customers based on the relevant products and services available. Demonstrate Self Service Banking and help customers to register for relevant channels. Manage “cost of sales” through the utilization of multi-channel delivery strategies, such as actively managing customer migration onto electronic banking channels. Identify Cross-selling opportunities of products and services as required to provide a solution to the original service request and where necessary pass leads on to relevant areas on time. Identifying and evaluating potential customers’ financial and service needs and recommending product/service offerings in liaison with Product Development Manager to suit their needs. Training and manage departmental staff as regards processes and knowledge gaps.
airtelCorporate Client Account Manager
Jan. 2007 - Apr. 2009Airtel Kenya•Corporate relationship enhancement and developing multi functional contacts between Celtel and Corporate Organizations. •Preparing account development plans for the accounts in the portfolio. •Retention strategy propositions to enhance corporate relationship •Developing tailor-made product pricings for specific corporate organizations though price monitoring, discounts allocations and account expenditure analysis. •Account reporting and portfolio analysis to provide information on service utility. •Assist the trade partners in planning and implementation of the sales strategies such as developing itinerary and ensuring on time deliveries
ZainClient Relationship Retention and Quality Analyst
Oct. 2004 - Dec. 2006Nairobi•Facilitated the implementation of product development through market campaign that increased turnaround of the company revenue and acquisitions by 20%. •Innovated information gathering processes and feedback regarding customers’ issues and concerns about procedures and products to optimize marketing intelligence gathering. •Analytical resolution of customer queries and requests within set procedures and report on customer’s issues and concerns about procedures and products. •Advisory role to customers on the entire Zain services range. •Exploit all opportunities to strengthen client relationships
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