BRENDA OMOSO
Nairobi,Kenya
Summary
Experienced Customer Service Consultant with a demonstrated history of working in the banking industry, currently at KCB Bank. Proven track record in developing customer service initiatives, improving customer satisfaction ratings, and resolving concerns to drive sales. Skilled in direct marketing and diaspora sales, with significant achievements including delivering over 200M in deposits and managing over 400 diaspora accounts. Strong background as a Disability Rights Advocate and Accountant, showcasing expertise in legal support, financial analysis, and tax preparation. Proficient in Microsoft Office Suite, CRM systems, and POS systems with exemplary communication skills and a commitment to quality assurance. Career goal: To leverage extensive experience to enhance customer satisfaction and operational efficiency within a dynamic organisation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Cash Management Service Teller
KCB Bank
Nairobi, Kenya
01.2025 - Current
- Manages customer transactions efficiently, facilitating smooth operations at the single window service point.
- Participates in regular team meetings, providing insights on customer feedback and suggestions for service improvement.
- Reconciles cash drawers at the close of each day, ensuring accuracy in all financial transactions.
- Listenes to customer feedback and followed-up on complaints to help improve satisfaction levels.
- Conducts special service and account transactions for customers.
- Addresses and resolves customer complaints by offering practical solutions and following up to ensure satisfaction.
- Maintains an up-to-date knowledge of banking regulations, compliance requirements, and market trends.
- Identifies and reports suspicious behaviour to security personnel as appropriate.
- Coordinates with other departments to facilitate complex transactions, such as foreign currency exchanges and loan applications.
- Handle foreign currency transactions, providing a comprehensive service at the single window.
- Conduct daily cash counts and reconciliations, maintaining financial integrity at the single window.
- Performs daily auditing tasks to verify the accuracy of transactions and adherence to internal control procedures.
- Open new checking, savings and lines of credit accounts, helping customers through process.
- Assist customers in accessing safe deposit boxes and ATM operations.
- Counts funds accurately with manual and machine-assisted methods.
- Research and resolves customer issues on personal savings, chequing and lines of credit accounts.
- Answeres customer queries about product prices, product availability and service changes.
- Monitors transaction queues, managing workflow to minimise wait times and improve customer satisfaction.
- Identifies opportunities for cross-selling bank products, contributing to business growth.
- Guides customers to make financial decisions with sound advice.
- Deliveres exceptional customer service, establishing rapport and trust with bank clients.
- Assists customers in setting up new accounts, explaining various banking products and the benefits of each.
Customer Service executive
KCB BANK
Nairobi, Kenya
01.2024 - 12.2024
- Develop and actualize customer service initiatives to decrease wait times
- Offer basic technical support for clients on wide range of company products
- Collect customer feedback and made process changes to exceed customer satisfaction goals
- Collaborate with store management and program leadership to suggest actionable improvements and corrective action plans
- Maintain customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns
- Help large volume of customers every day with positive attitude and focus on customer satisfaction
- Improve customer satisfaction ratings by addressing issues and fostering timely resolution
- Resolve concerns with products or services to help with retention and drive sales
- Achieve high satisfaction rating through proactive one-call resolutions of customer issues
- Respond to customer calls and emails to answer questions about products and services
- Improve operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs
- Respond to customer requests for products, services and company information
- Answer product and service questions, suggesting other offerings to attract potential customers
- Update account information to maintain customer records
- Collect and analyze customer information to prepare product or service reports
- Record account information to open new customer accounts
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Credit and risk analyst
KCB BANK
Nairobi
06.2023 - 12.2023
- Collaborated with various departments within the organization to ensure effective implementation of risk mitigation strategies.
- Implemented procedures for monitoring and controlling operational risks.
- Investigated suspicious transactions as part of fraud prevention efforts.
Client Acquisition Agent
KCB BANK
Nairobi, Kenya
01.2021 - 05.2023
- Met customers in homes and businesses to discuss and demonstrate products
- Developed sales strategy based on research of consumer buying trends and market conditions
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations
- Managed all field sales and service promotions for business
- Evaluated costs against expected market price points and set structures to achieve profit targets
- Put together sales proposals and contracts
- Wrote reports outlining activities and sales
- Forecasted sales and established processes to achieve sales objectives and related metrics
- Directed sales support staff in administrative tasks to help sales reps close deals
- Established and managed relationships with external data providers and research vendors
Diaspora sales executive
KCB BANK
Nairobi, Kenya
05.2021 - 12.2021
- To deliver one of my Core parameter that is Deposit and loans, I have put keen interest on one of KCB key product ; Diaspora and I have so far had many achievements
- Drive a campaign over close friends and relatives abroad and could hold zoom meetings just to explain our diaspora product and get closer and connected
- Have delivered over 200M deposit, over 400 diaspora accounts, have done at least 5M in loans
- Ensure all my customer inquiries that I receive through the phone and email are well responded to and the customer is happy and satisfied
- Ensure all new business from Diaspora are in line with AML/KYC law and regulations
- Communicate with customers through various ways, especially by telephone email or in person to ensure their banking has no challenge and taking them through internet banking because that is daily way of transaction
Program Support Specialist
New age for the visually impaired
Nairobi
01.2020 - 12.2020
- Submitted payments, processed refunds, and updated details in customer accounts.
- Updated spreadsheets, wrote reports and created documents for customer information or permanent records.
- Maintained inventory records associated with the organization's programs.
DISABILITY RIGHTS ADVOCATE
KENYA SOCIETY FOR THE BLIND
Nairobi, Kenya
01.2019 - 01.2020
- Donating assistive devices for the blind people
- Digital training for the visually impaired was working alongside FCDO AND APDK
- Supported individuals with legal, physical, or mental health concerns in dealing with routine needs and complex problems
- Distributed supportive services information to help individuals enhance ways of living and achieve self-sufficiency
- Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and accessibility for PWDs
Accountant
MPITO FOUNDATION
Nairobi, Kenya
01.2018 - 01.2020
- Reconciled accounts and reviewed expense data, net worth, and assets
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations
- Itemized taxpayer expenses to identify maximum adjustments, deductions and credits
- Conducted technical and analytical reviews of tax returns to check for accuracy and qualified deductions
- Evaluated and improved financial records to make important business decisions
- Researched technical tax issues to define tax effect or impact of certain tax positions
- Modified comprehensive reporting to reflect changing financial structure
- Used advanced software to prepare documents, reports, and presentations
- Detected and corrected mistakes early on and implemented systems to avoid recurring issues
- Partnered with auditors to track errors and add contributions to maintain accuracy
- Gathered financial information, prepared documents, and closed books
- Reviewed business operations and obligations to help organization function at acceptable level
- Leveraged finance knowledge to strengthen controls and improve transparency
- Prepared and filed tax forms to meet needs of customers
- Improved data collection, financial analysis and financial modeling to optimize practices and retain customers
Education
Accounts certification - Certified professional accountant
KASNEB
Nairobi KenyaAssociate of Arts - Customer Service Consultancy
Gusii Institute of Management
Kisii, kenyaBachelors of Commerce - Accounting
Multimedia University of Kenya
Nairobi, KenyaSkills
- Microsoft Office Suite
- Proficiency
- Empathetic and genuine
- Exemplary work ethic
- Quality assurance
- Communication skills
- Complaint resolution
- Sales expertise
- Multi-line phone talent
- POS systems expert
- CRM
- Creative problem solving
- Account management
- Zendesk
- Hubspot
- Using slacks
- Live chat handling
Certification
- certified beautician
- Certified accountant
Languages
English, Swahili
First Language
Timeline
Cash Management Service Teller
KCB Bank
01.2025 - Current
Customer Service executive
KCB BANK
01.2024 - 12.2024
Credit and risk analyst
KCB BANK
06.2023 - 12.2023
Diaspora sales executive
KCB BANK
05.2021 - 12.2021
Client Acquisition Agent
KCB BANK
01.2021 - 05.2023
Program Support Specialist
New age for the visually impaired
01.2020 - 12.2020
DISABILITY RIGHTS ADVOCATE
KENYA SOCIETY FOR THE BLIND
01.2019 - 01.2020
Accountant
MPITO FOUNDATION
01.2018 - 01.2020
Accounts certification - Certified professional accountant
KASNEB
Associate of Arts - Customer Service Consultancy
Gusii Institute of Management
Bachelors of Commerce - Accounting
Multimedia University of Kenya