AMOS MUTHURI
Banker
Nkubu, Meru
Summary
Dynamic professional with a proven track record at Cooperative Bank of Kenya, excelling in customer service and credit management. Leveraged computer proficiency and exceptional conflict resolution skills to enhance customer satisfaction and foster long-term relationships. Achieved consistent sales growth by implementing effective CRM strategies, contributing significantly to team success.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Customer Service Officer
Cooperative Bank of Kenya
06.2017 - 03.2020
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Credit Officer
Co-operative Bank of Kenya
04.2010 - 06.2017
- Developed key relationships with clients, providing exceptional service and fostering long-term partnerships.
- Evaluated creditworthiness of potential borrowers using thorough research and analysis techniques, minimizing default risks.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Organized and finalized loan applications for underwriter review.
- Implemented robust monitoring systems to track performance metrics of existing loans, identifying areas requiring attention or intervention.
- Enhanced credit decision-making by conducting comprehensive financial analysis and risk assessments.
- Supported business growth initiatives by assisting in the identification of new market opportunities for expansion within the credit sector.
- Adhered to banking standards and government lending guidelines for loan services.
- Managed a diverse portfolio of commercial loans, maintaining strong client relationships while mitigating risk exposure for the organization.
- Conducted in-depth industry research to identify potential risks or opportunities within specific sectors, informing credit portfolio management decisions.
- Improved cross-functional collaboration, working closely with sales and operations teams to meet business objectives.
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
- Reported key performance indicators to department heads for management of positive cash flow and to adjust credit risk policies and procedures.
Sales Assistant
Kenya Commercial Bank
04.2009 - 03.2010
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Processed transactions accurately while maintaining a high level of customer service.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Collaborated with team members to achieve a cohesive and efficient store environment.
- Collaborated with marketing team to create engaging social media content, driving online engagement.
Education
Master of Science - Project Monitoring And Evaluation
Maseno University
Kisumu 04.2001 -
Bachelor of Arts - Business Administration
Maseno University
Kisumu 04.2001 -
KCSE - Secondary Level
Kathera Secondary School
Meru 04.2001 -
Skills
Program Management
Quality assurance monitoring
Customer Service
Customer Relationship Management (CRM)
Computer Proficiency
Research
Conflict Resolution
Product Sales
Timeline
Customer Service Officer
Cooperative Bank of Kenya
06.2017 - 03.2020
Credit Officer
Co-operative Bank of Kenya
04.2010 - 06.2017
Sales Assistant
Kenya Commercial Bank
04.2009 - 03.2010
Master of Science - Project Monitoring And Evaluation
Maseno University
04.2001 -
Bachelor of Arts - Business Administration
Maseno University
04.2001 -
KCSE - Secondary Level
Kathera Secondary School
04.2001 -
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