Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Additional Information
Timeline
Mary Gatutha

Mary Gatutha

Contact Center Associate
Nairobi

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty and promote business growth for the bank.

Overview

9
9
years of professional experience

Work History

Contact Center Associate

Equity Bank Limited (Kenya)
10.2022 - Current
  • Email handling; responding to customers' emails and other stakeholders within the stipulated timeline and as per the bank's policies.
  • Social media handling; 24/7 support of the live chat, WhatsApp and Facebook ; offering end to end solutions to customers.
  • Training and continued support of the teams transitioned to the social media.
  • Maintained strong product knowledge to provide accurate information when assisting customers with their inquiries or concerns.
  • Acted as a liaison between customers and various departments by facilitating communication to resolve complex issues effectively through escalations and sharing feedback to the customers.
  • Collaborated with fellow colleagues to enhance customer service experience and exceed team goals through peer reviews and weekly departmental meetings.


Contact Center Representative

Equity Bank Limited (Kenya)
09.2018 - 09.2022

* 24/7 support of the inbound calls as per the scheduled shift.


* Utilization and proper maintenance of customers' information and engagements on CRM.


* Handling customers' inquiries and concerns on the digital channels by offering First contact resolution and sharing the stipulated turn around time.


* Supporting the outbound calls on mobile banking activation, cross-selling and up-selling of the bank's products.


* Involved in continuous training to improve on product knowledge.


*Reporting and escalating customers' feedback and complex issues to the respective units.

Sales Manager

IProcure Limited
01.2015 - 10.2017


  • Recruitment of groups to form the customer base.
  • Facilitate training and supply of farm inputs to self help groups in Machakos and Makueni counties.
  • Train on the use of Cooperative management system and large scale supply of Farm inputs to the Cooperative Societies in Meru County.
  • Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
  • Built relationships with customers and community to establish long-term business growth.

Education

Bachelor of Science - Agricultural Economics And Rural Development

JKUAT, Juja, Kiambu District, Kenya
04.2001 -

Skills

Customer oriented

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Hobbies and Interests

A member of the Equip book club currently reading Atomic Habits by (James Clear)


Actively involved in charity work by visiting children's home and prisons in conjunction with the St.Peter's Church Ruai. 


Interest in organizing events 

Additional Information

Jackson Wachira

Quality Assurance Specialist- Equity Bank Limited (Kenya)

Telephone no:254763170396

Email:jackson.wachira@equitybank.co.ke


Stefano Carcoforo

CEO Iprocure Limited

Telephone no: +254 707 179 789

Email: Stefano@iprocu.re


Millicent Olunga

Supervisor USAID/Kenya Feed the Future Innovation Engine (KFIE)

Telephone no: +254 721 261 686

Email: millieolunga@gmail.com


Timeline

Contact Center Associate - Equity Bank Limited (Kenya)
10.2022 - Current
Contact Center Representative - Equity Bank Limited (Kenya)
09.2018 - 09.2022
Sales Manager - IProcure Limited
01.2015 - 10.2017
JKUAT - Bachelor of Science, Agricultural Economics And Rural Development
04.2001 -
Mary GatuthaContact Center Associate