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 COMPETENCIESGood oral and communication skillsExposed to working with Human Resource Information Systems (HRIS) and with well developed computer skillsCustomer serviceAbility to work in team workCustomer focusAbility in filing and maintain recordsPosse’s interpersonal skillsAnalytical / structured thought processRisk control orientedResults driven and goal focused
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