Catherine Kiruki
Supply Chain Manager/Accountant
Nyahururu, Laikipia,20
Summary
Proven Relationship Officer with a track record of enhancing customer satisfaction and deepening client relationships at Equity Bank Limited. Leveraged CRM software and analytical skills to drive successful marketing campaigns and improve service delivery.
Excelled in teamwork and collaboration, significantly boosting business acquisition and customer service quality.
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings.
Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
5
5
years of professional experience
Work History
Relationship Officer
Equity Bank Limited
01.2021 - Current
- Maintained statistical database of customers using Oracle CRM applications for types of customer complaints, resolutions offered by organization and satisfaction rating by customer. I maintained a resolution time of 24hrs and constantly updated progress of dispute tickets in waiting status.
- Led successful marketing campaigns to drive new business acquisition and deepen existing client relationships. The marketing storms helped in activation of dormant payment tills and also significantly reduced the dormancy rate to 10% out of the total 4,800 customer base at the branch assigned.
- Utilized Service-cloud system and Oracle CRM applications for recording and tracking client interactions. This helped in enhanced relationship management, follow up on issues and attained 95% closure on prospects.
- Enhanced cross-selling opportunities by understanding customer needs and recommending relevant products or services. By cross selling I achieved a 70% digitization score for the customers that were onboarded and transacting using the digital platforms.
- Trained a team of 15 members on company policies, CRM systems, and best practices to ensure consistent service quality. This significantly enhanced efficiency in service and the net promoter score improved to 90% promoters.
Relationship Officer- Cash Services
Equity Bank Limited
08.2019 - 12.2020
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions. The clients served in a day were 150customers.
- Enhanced efficiency in service delivery by monitoring the Queue Monitoring System average waiting time and service time. The average waiting time maintained at 10minutes and 5minutes service time which was within the target.
Supply Chain Intern
KENGEN
10.2016 - 12.2016
- Participated in continuous improvement projects aimed at enhancing overall supply chain performance and delivering better value for the organization.
- Enhanced inventory accuracy by conducting regular audits and maintaining updated records.
- Assisted team members with resolving discrepancies or issues related to purchase orders, facilitating smoother transactions.
- Gathered data and prepared reports to assist management in making informed decisions regarding supply chain operations.
Education
Bachelor of Science - Supply Chain Management
Jomo Kenyatta University of Agriculture And Tech
Juja, Kiambu District, Kenya 04.2001 -
Professional Course - Accounting-CPA
Alpha Institute of Accounting
Juja, Kiambu District, Kenya 04.2001 -
Skills
Computer Skills
Referees
Name: Stanley Irungu
Rank: Supervisor
Equity Bank K ltd
Email: stanley.irungu@equitybank.co.ke
Name: Daniel Mwelesa
Rank: Operations Manager
Equity Bank K ltd
Email: daniel.mwelesa@equitybank.co.ke
Timeline
Relationship Officer
Equity Bank Limited
01.2021 - Current
Relationship Officer- Cash Services
Equity Bank Limited
08.2019 - 12.2020
Supply Chain Intern
KENGEN
10.2016 - 12.2016
Bachelor of Science - Supply Chain Management
Jomo Kenyatta University of Agriculture And Tech
04.2001 -
Professional Course - Accounting-CPA
Alpha Institute of Accounting
04.2001 -
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