EVERLYNE NYAMBURA NJOGU
Thika
Summary
An Operations Officer with over 7 years of experience with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Possesses a valid driving license.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Officer
NCBA BANK
04.2022 - Current
- Provide day-to-day financial reconciliation and operational support for mobile lending products across multiple markets (Kenya, Uganda, Tanzania, Rwanda, Ivory Coast) serving millions of customers
- Collaborate with cross-functional teams to resolve technical customer issues, enhance service quality, and improve customer satisfaction
- Lead initiatives to optimize operational processes, contributing to a 30% reduction in product issues and improving workflow efficiency
- Develop and implement customer service experience standards, ensuring adherence to SLAs and high service levels
- Analyze trends and provide insights that inform strategic decisions for product improvement and customer retention
- Key Achievements:
- Enhanced operational efficiency, reducing costs by 15%
- Maintained over 90% customer satisfaction through timely issue resolution and operational improvements
Operations Assistant
NCBA BANK
05.2019 - 03.2022
- Attained over 90% customer service satisfaction rating through quality control procedures and timely intervention of issues and situations
- Collaborated with my team members in implementing the M-shwari limit campaign, which accelerated M-shwari loan uptake by 20%
- Spearheaded the Loop card collection campaign that led to a significant increase in the number of customers who visited the loop stores for card collection and KYC
- Implemented a new seamless process of onboarding and KYC of both new and existing customers
- Partnered with the NCBA Bank Neo-Kenya project team as part of the Customer Experience (CX) lead team in moving the digital banking core bank systems from T24 to Murong which increased efficiency by 90%
- Facilitated brainstorming sessions, providing feedback and executing new tactics to improve campaigns and the team's performance
- Key Achievements:
- Played a central role in transitioning to a new core banking system, increasing efficiency by 90%
- Contributed to a 30% reduction in product issues through successful pre-launch campaign planning for Stawi
Customer Service Representative
EKEZA SACCO
05.2016 - 01.2019
- Provided front-line customer service, addressing inquiries and resolving complaints while maintaining a high level of client satisfaction
- Managed administrative functions, including CRM updates, client account handling, and coordinating performance and timekeeping management for office staff
- Implemented process improvements that enhanced the accuracy of customer relationship management by 40%
- Assisted in event planning to delegate customer Site visits and coordinated meetings for staff and clients
- Knowledge of general safety principles that apply to Statements of work
- Key Achievements:
- Reduced customer complaints by 40% through improved grievance resolution processes
- Consistently maintained a 90% satisfaction rate over two years
Direct Sales Representative
FAULU MICROFINANCE BANK
10.2014 - 11.2015
- Managed a portfolio of loan accounts, building strong relationships with clients to drive sales and improve retention
- Facilitated new customer account openings, writing and handled inquiries, guidance and complaints to ensure high levels of customer satisfaction by speaking effectively
- Collaborated with the sales team to improve tracking methods and lead generation, resulting in better sales outcomes and better customer service
- Key Achievements:
- Ranked in the top 10% of sales representatives due to effective client relationship management
- Contributed to a 20% sales increase by refining lead generation strategies and improving client service
Education
Kenya Certificate of Secondary Education -
Bachelor of Science - Clothing Textiles & Interior Design
Egerton University College
12.2014
Skills
- Excellent customer service and customer relationship management skills
- Complaint Resolution and problem solving abilities
- Data Analysis & Reporting
- Financial Reconciliation
- Supervision skills
- Scheduling skills
- Project Management
- Organizational skills
- Facility Management
- Performance Management
- Database and Records Management
- Microsoft Office Suite
- Administrative and Secretarial Support
- Procedure optimization and improvement
- Employee performance
- Cross-functional coordination
- Multitasking
- Staff Training
Certification
- Finance for Non-Financial Professionals Journey-NCBA Bank
- Information Technology and Cyber Security Awareness- NCBA Bank
- Operations Management Foundation- Linked-In
- Project Management Essential Certified- Management and Strategy Institute
- Customer Service Foundations – Linked- In
- Design Thinking: Customer Experience- Linked -In
- ArchiCAD and Technical Drawings for Building and construction in Facility Management.
Languages
English
Swahili
References
- Anthony Nyanjui, Senior Projects Manager, NCBA Bank, +254 723 649 153, anthony.nyanjui@ncbagroup.com
- Newton Maina, HR Manager, Ekeza Sacco, +254 728846899, newtonmaina.w@gmail.com
- Nelson Mburu, Managing Director, TNG Africa Group, +254 721 275 287, nelson.mburu@gmail.com
Highlightsofexpertise
- Excellent customer service skills.
- Complaint Resolution.
- Data Analysis & Reporting
- Financial Reconciliation.
- Adept in managerial, supervision and scheduling skills
- Project Management and organizational skills.
- Facility Management.
- Performance Management.
- Database & Records Management.
- Microsoft Office Suite.
- Administrative & Secretarial Support.
Timeline
Operations Officer
NCBA BANK
04.2022 - Current
Operations Assistant
NCBA BANK
05.2019 - 03.2022
Customer Service Representative
EKEZA SACCO
05.2016 - 01.2019
Direct Sales Representative
FAULU MICROFINANCE BANK
10.2014 - 11.2015
Kenya Certificate of Secondary Education -
Bachelor of Science - Clothing Textiles & Interior Design
Egerton University College
Similar Profiles
CYNTHIA OTONOCYNTHIA OTONO
Branch Operations Assistant at NCBA BANKBranch Operations Assistant at NCBA BANK
Caleb MasitaCaleb Masita
Business Intelligence Manager (Research) – Retail Banking at NCBA BankBusiness Intelligence Manager (Research) – Retail Banking at NCBA Bank
DONARD MUSILIDONARD MUSILI
DevOps Engineer at NCBA BankDevOps Engineer at NCBA Bank