Mary Gatutha

• 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.

* 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.

• 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.