Alice Theuri
Nairobi
Summary
Customer-focused professional and an analytical problem-solver with talents for team building, leading and motivating, as well as excellent negotiation skills and relationship-building skills. Proficient in best practices and focus on revenue generation from new and existing customers by offering best customer experience and support.
Overview
16
16
years of professional experience
Work History
Manager Remittances-Branch
KCB BANK KENYA
09.2021 - Current
- Grow revenues through actively onboarding IMT as a universal teller service and aggressive follow up of all tellers with the ultimate outcome of 100% transacting locations
- Lead collaborative efforts with marketing team to create brand visibility and market penetration of our products
- Identifying and establishing strategic partnerships and propose collaborative initiatives for the business
- Work closely with compliance team to identify potential risks associated with the business and ensure we operate within the regulatory framework
- Carry out product and location appraisals from time-to-time through mystery shopping and POS audits to review service quality standards and customer satisfaction levels; generate corrective actions and roll-out best practice across the network
- Initial and on-going training on new products, systems, service standards and operational procedures to maximize team agility and performance
- Track location performance against targets and follow up on dormant locations to activate
- Enterprise-wide Risk Management; - Adherence to Standard Operating Procedures (SOPS), Anti-Money Laundering (AML), Credit policy prudential guidelines, combating the Financing of Terrorism (CFT) and Know Your Customer (KYC) procedures to mitigate against losses, frauds, forgeries, and regulatory penalties.
Customer Experience Representative
KCB BANK KENYA
06.2018 - 08.2021
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Monitored customer feedback to identify areas of improvement in customer experience
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution
- Onboarding of customer to bank by offering products and services that cater to customer needs.
Bank Teller
KCB BANK KENYA
11.2012 - 05.2018
- Processed customer transactions promptly, minimizing wait times
- Educated customers on use of other banking channels like internet banking and mobile banking
- Removed mutilated currency from circulation
- Identified sales opportunities and referred customers to the right department for on-boarding
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow
- Co-custodian to vault and atm at the branch to maintain dual custodial policy.
Contact Center Representative
KCB BANK KENYA
05.2009 - 07.2012
- Achieved high satisfaction rating through proactive first-call resolutions of customer issues
- Maintaining an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Liaised with other departments in the bank to offer solutions to customers
- Met customer call guidelines for service levels, handle time and productivity.
Sales Representative
KCB BANK KENYA
02.2008 - 04.2009
- Meet with existing customers and prospects to discuss business needs and recommend optimal solutions
- Develop and implement sales strategies to increase profits
- Generate weekly and monthly reports on sales performance to provide recommendations to meet sales goals
- Negotiate contracts with clients and developed relationships with key personnel.
Sales Representative
NCBA BANK FORMALLY NIC BANK
10.2007 - 02.2008
- Meet with existing customers and prospects to discuss business needs and recommend optimal solutions
- Developed and implemented marketing plans to increase brand awareness and drive sales
- Generate weekly and monthly reports on sales performance to provide recommendations to meet sales goals
- Manage customer accounts to secure customer satisfaction and repeat business
- Generate new leads through networking and attending industry events.
Education
MINUTES OF CONTACT CENTRE TRAINING -
MWANGAZA COLLEGE OF ACCOUNTANCY
CPA -
MWANGAZA COLLEGE OF ACCOUNTANCY
Bachelor of Education Arts -
University Of Nairobi
Nairobi09.2007
Skills
- Negotiation skills
- Effective communication skills
- Problem solving skills
- Strategy development and analytical skill
- Emotional Intelligence
- Leadership skills
Accomplishments
- Achieved highest performance in IMT(remittances) in the year 2023 in terms of revenue generation at the branch network by offering support, training and ensuring all branches are transacting.
- Spearheaded and collaborated with technical and customer experience team in the development of the HERE FOR YOU system for support teams during weekend and holidays.
- Collaborating with technical team in testing, implementing and continuous improvement on the Global transfer service available on the KCB mobile banking app.
Timeline
Manager Remittances-Branch
KCB BANK KENYA
09.2021 - Current
Customer Experience Representative
KCB BANK KENYA
06.2018 - 08.2021
Bank Teller
KCB BANK KENYA
11.2012 - 05.2018
Contact Center Representative
KCB BANK KENYA
05.2009 - 07.2012
Sales Representative
KCB BANK KENYA
02.2008 - 04.2009
Sales Representative
NCBA BANK FORMALLY NIC BANK
10.2007 - 02.2008
MINUTES OF CONTACT CENTRE TRAINING -
MWANGAZA COLLEGE OF ACCOUNTANCY
CPA -
MWANGAZA COLLEGE OF ACCOUNTANCY
Bachelor of Education Arts -
University Of Nairobi
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