BRENDA OMOSO
Nairobi
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
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Consultant
KCB BANK
07.2023 - 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
Direct Marketing Sales Representative
KCB BANK
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 Representative
KCB BANK
01.2019 - 12.2020
- 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
DISABILITY RIGHTS ADVOCATE
KENYA SOCIETY FOR THE BLIND
01.2018 - 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
Education
Accounts certification - Certified professional accountant
KASNEB
Nairobi Kenya2021
Associate of Arts - Customer Service Consultancy
Gusii Institute of Management
Kisii02.2019
Associate of Arts - Hair Dressing And Beauty Therapist
VENUS BEUTY COLLEGE
Nairobi03.2018
Bachelors of Commerce - Accounting
Multimedia University of Kenya
Nairobi01.2018
Skills
- 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
Certification
- certified beautician
- Certified accountant
Education
Nairobi Kenya
Timeline
Customer Service Consultant
KCB BANK
07.2023 - 12.2024
Direct Marketing Sales Representative
KCB BANK
01.2021 - 05.2023
Diaspora Sales Representative
KCB BANK
01.2019 - 12.2020
DISABILITY RIGHTS ADVOCATE
KENYA SOCIETY FOR THE BLIND
01.2018 - 01.2020
Accounts certification - Certified professional accountant
KASNEB
Associate of Arts - Customer Service Consultancy
Gusii Institute of Management
Associate of Arts - Hair Dressing And Beauty Therapist
VENUS BEUTY COLLEGE
Bachelors of Commerce - Accounting
Multimedia University of Kenya
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