ANN WAMBUI NJOGU
Summary
Results focused, quality driven professional with experience in customer service, administrative duties, communication. 3 years experience in the customer service and 2 years experience in credit analysis/ document verification of micro finance institution PROFESSIONAL QUALIFICATION Higher Diploma in Business management Computer packages
Overview
7
7
years of professional experience
14
14
years of post-secondary education
Work History
Call Center Customer Service Representative
REAL PEOPLE MICROFINANCE
01.2016 - 01.2017
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that client’s feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Building lasting relationships with clients and other call center team members based on trust and reliability
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
- Making sales or recommendations for products or services that may better suit client needs
- Taking part in training and other learning opportunities to expand knowledge of company and position
- Adhering to all company policies and procedures
vetting officer
REAL PEOPLE MICROFINANCE
01.2015 - 01.2016
- Ensure that all supporting and appropriate documentation is provided and verified to support the loan application
- Responsible for maintaining the integrity of the credit information and ensuring that all information is correct;
- Ensure all the information and data gathered is consistent and is thoroughly verified
- Review approval conditions visa-a-visa the loan documentations for all loans to ensure integrity of the credit process
- Assess authenticity of supporting documentation of loan applications
- Directly landlord/NOK/references and confirm their validity and value where need be
- Direct customer contact as part of every credit application assessment where need be
- Verify information from Credit reference Bureau reports to ascertain borrower’s credit worthiness
- Make recommendations about procedural/policy changes
- Apply appropriate tools and techniques and liaising with colleagues to review the request for credit, and sourcing other relevant information needed
- Identify and report on potential fraudulent applications
- Communicate and record lending decisions to customers, often via branch or call centre
- Recommend the disbursement of credit facilities and ensure that credit is issued within the set policy
- Liaise with other finance-related teams to ensure timely disbursement of approved loans
customer service officer
REAL PEOPLE MICROFINANCE
03.2012 - 01.2014
- To ensure that set standards pertaining Marketing and Customer Service are exceeded
- Assess and provide feedback on customer satisfaction
- Managing office documents which include monthly reports on petty cash, receipts, and other general services
- Transactional aspects of accounting which include bookkeeping, managing petty cash
- Follow up on payments for all processed cases/ loans
- Ensuring routine compliance and up to date billing and payments, including display of required office and business license and maintain up to date approved cases for the business
- Capturing and Verification of All Loan Application and Information
- To effect healthy administrative processes within the branch
- To ensure that every opportunity to generate sales leads to the Sales Consultants and Loan Officers are maximized
- To ensure that production targets are met through rendering effective backup and support services to all Branch Staff
- To ensure the generation of leads through superior Customer Service to Walk in Clients, Existing Clients and Telephonic Enquiries
- To form a link between Head Office and other branch staff and to assist Branch Staff and Head Office in solving queries
- To form the support base for Loan Officers and all other Staff within the Branch
ADMINISTRATIVE / HUMAN RESOURCE ASSISTANT
SAMEER AGRICULTURE AND LIVESTOCK KENYA
01.2010 - 06.2010
- Conduct staff orientation and exit interview
- Preparation of payroll and related statutory compliance requirements
- Processing of leave, sick-off, absenteeism reports
- Preparation of appointment letters
- Maintaining proper employees’ attendance record
- Assist staff as needed with policy guidelines
- Assist in making copies, faxing, and other office errands
- Processing and data entry, typing, filing
- Monitor General cleanliness of the factory
- Ensuring registration of NSSF, NHIF and application of PIN for all employees
- Assist in the switchboard operations
- Maintain all staff records and ensure all employee files are up to date
- Ensure all overtime, shift and other claims are received and processed on time for payroll input
- Coordination of staff welfare activities
- Handling minor disputes of workers in liaison & HR & Admin Manager
- Perform other administrative tasks as needed
CLERICAL OFFICER
NAKURU LAW COURTS
01.2009
- DUTIES and RESPONSIBILITES;
- Filing the documents to their specific files
- Data entry
- Data cleansing of high court records
CUSTOMER CARE
TRITON
01.2006
- Office filling
- Welcoming of visitors
- Handling visitors complains and forwarding them to the relevant departments representatives
- Making reports of daily sales
- Assisting in some various typing work in the office
- Receiving calls and making reservations for our customers
Education
Diploma - Business Management
Kenya Institute of Management (K.I.M)
01.2007 - 04.2008
Kenya certificate of secondary - undefined
Rift valley Adventist secondary school
01.2001 - 04.2005
Kenya certificate of primary education - undefined
Kibowen komen primary school
01.1992 - 04.2000
Skills
SKILLS and COMPETENCIESundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Customer Service Representative
REAL PEOPLE MICROFINANCE
01.2016 - 01.2017
vetting officer
REAL PEOPLE MICROFINANCE
01.2015 - 01.2016
customer service officer
REAL PEOPLE MICROFINANCE
03.2012 - 01.2014
ADMINISTRATIVE / HUMAN RESOURCE ASSISTANT
SAMEER AGRICULTURE AND LIVESTOCK KENYA
01.2010 - 06.2010
CLERICAL OFFICER
NAKURU LAW COURTS
01.2009
Diploma - Business Management
Kenya Institute of Management (K.I.M)
01.2007 - 04.2008
CUSTOMER CARE
TRITON
01.2006
Kenya certificate of secondary - undefined
Rift valley Adventist secondary school
01.2001 - 04.2005
Kenya certificate of primary education - undefined
Kibowen komen primary school
01.1992 - 04.2000
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