Summary
Overview
Work History
Education
Skills
Timeline
Generic

CAROLINE NJENGA

Client Experience Manager

Summary

A detail-oriented and results-driven operations supervisor with over 9 years of experience in banking, customer service, and operations management. Proven expertise in overseeing branch operations, ensuring service excellence, and enhancing customer satisfaction. Skilled in leading teams, optimizing processes, and utilizing Business Intelligence tools to drive performance improvements. Demonstrated ability to manage customer complaints, implement service quality initiatives, and ensure compliance with industry regulations. A strong communicator with a focus on delivering exceptional client experiences and achieving organizational goals.

Overview

11
11
years of professional experience
4029
4029
years of post-secondary education

Work History

Operations Supervisor

Family Bank
06.2023 - 04.2025
  • Led and supervised daily branch operations, managing tellers and customer service teams to ensure seamless, policy-compliant service delivery and consistently exceptional client experiences.
  • Maintained 95%+ Customer Experience (CX) Score by promoting a proactive, solutions-driven service culture.
  • Utilized CRM systems daily to track, resolve, and follow up on customer complaints, ensuring timely resolutions and enhancing satisfaction.
  • Conducted client satisfaction surveys and used insights to implement improvements in service quality.
  • Oversaw salary disbursements, invoice processing, and operational reporting with 100% transaction accuracy.
  • Coordinated procurement activities and managed operational budgets, minimizing costs.
  • Utilized business intelligence tools and digital reporting platforms to monitor KPIs for performance tracking and reporting.

Front Office Customer Service Officer

Family Bank Ltd
02.2016 - 06.2023
  • Managed daily administrative and operational activities for a busy branch, supporting both retail and business clients.
  • Ensured compliance with KYC, AML, and security procedures during onboarding and transaction processing.
  • Resolved over 80% of client inquiries on first contact, fostering trust and satisfaction.
  • Directed lobby flow and reduced wait times by optimizing front-office coordination.
  • Maintained confidentiality and accuracy in managing client data and records.
  • Provided cross-branch administrative support and collaborated with multiple departments to streamline service delivery.
  • Supported customer service events, meeting logistics, and daily operational routines.

Direct Sales Representative

Family Bank Ltd
05.2015 - 02.2016
  • Onboarded 60+ new clients monthly by promoting savings, credit, and digital banking products.
  • Identified customer needs and recommended suitable banking solutions, contributing to branch growth targets.
  • Managed outreach activities, scheduled appointments, and coordinated documentation for smooth client handovers.

Administrative Intern

The District Treasury
04.2014 - 05.2014
  • Supported payment voucher preparation, invoice verification, and financial documentation.
  • Maintained 100% accuracy in administrative records and supported office workflow improvements.

Education

Certified Public Accountant Part 1 -

Kasneb

Bachelor of Commerce - Finance

Jomo Kenyatta University of Agriculture And Technology
11-2015

Skills

Client Experience & Retention Management

KYC and AML adherence

Effective CRM utilization

Service excellence

Performance tracking and analysis

Effective team leadership

Operational efficiency management

Timeline

Operations Supervisor

Family Bank
06.2023 - 04.2025

Front Office Customer Service Officer

Family Bank Ltd
02.2016 - 06.2023

Direct Sales Representative

Family Bank Ltd
05.2015 - 02.2016

Administrative Intern

The District Treasury
04.2014 - 05.2014

Certified Public Accountant Part 1 -

Kasneb

Bachelor of Commerce - Finance

Jomo Kenyatta University of Agriculture And Technology

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CAROLINE NJENGAClient Experience Manager