CHARITY JEPKORIR KIRGIREN
Nairobi
Summary
A creative and dynamic leader with proven success in the management of highly complex customer relations. Team player who is experienced working with cross-functional teams and collaborating with customers to enhance profitability and efficiency. Hardworking, committed and highly motivated professional with over 16-years professional work experience,11years being in leadership.
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control
Overview
18
18
years of professional experience
12
12
years of post-secondary education
4
4
Certifications
Work History
Relationship Supervisor –Customer Service
EQUITY BANK KENYA LTD
01.2013 - Current
- A member of the branch management team who come up with the strategies of meeting the branch given targets
- Responsible in implementing the bank service charter at the branch level
- Ensuring staff are guided by the tariff guide when executing any service
- Ensuring the tariff guide and statutory licenses and certificates for the bank are displayed and visible to all stakeholders
- Escalating customer recommendations when there are any grievances in regards to the charges imposed by the bank
- Carrying out market analysis on pricing and processes by the competitors and share report with the concerned department
- Carrying out evaluation to assess the impact of any change of organization policies and procedures to the market
- Monitoring and evaluating effectiveness of customer engagement initiatives of the organization and give feedback
- A member of the selection committee who do vetting during Wings to fly scholarship program selection (a bank CSR which offer scholarship to the needy students)
- Coordinating both internal and external business meetings with the customers and preparing the minutes
- In charge of managing Relationships with key corporate customers
- In charge of communication at the branch
- Leading weekly customer service feedback sessions to collect feedback from the team on matters touching on customers and deliberate on solutions
- Attending to customer issues raised in various channels
- Ensuring that staff are motivated and listened to at the branch level as this enhances efficiency and productivity
- Participating in market storms to sale the brand and market bank products
- Handling staff grievances at the branch level and try seeking solutions where applicable before escalating to the human resource department
- Coordinating branch trainings both on product knowledge and personal development
- Conducting customer satisfaction survey to aid in rating the services offered to the customers and implement any raised concerns
- In 2016 led a team which digitized the customers and reduced branch congestion by a half
- In 2019 introduced strategies which transformed a branch which had team work challenge
- In 2020 introduced a Smart Challenge Competition which improved product knowledge retention
- In 2020 led a market storm of agency recruitment which doubled the none funded Income for the branch
- In 2022 Quarter 4, Introduced a strategy which led the branch to achieve the highest Net promoter score of 100% and Customer Satisfaction survey rating of 98%
- The trainings I conduct have led to great improvement on customer experience journey
- In 2023 as a compliance champion the branch kept improving in its score
Relationship Officer Agency banking
EQUITY BANK KENYA LTD
01.2011 - 03.2013
- In charge of recruitments of agency banking customers and ensuring CBK regulations on agency banking were being adhered to
- Monitored the Agency outlets to ensure they have necessary statutory documents as a bank agent including licenses
- Made regular visits to the outlets to confirm compliance to bank policies and procedures and all controls are in place to mitigate fraud risks
- Reported any suspicious fraud act to the bank fraud team and aid in the investigations
- In 2013 worked with a team which formulated measures that resulted in reducing the rampant fraud witnessed at agency outlets
Relationship Officer-Accounts Opening and Digitization
EQUITY BANK KENYA LTD
01.2012 - 01.2013
- On-boarded new customers by opening accounts, adhering to the compliance requirement of CBK, the bank regulator
- Enrolled customers to digital banking platforms and educated them on usage and digital fraud risk
- Carried out outdoor marketing of the bank products
- While acting as the Accounts Opening Supervisor for three months the branch attained the highest data quality score of 92%
Relationship Officer-Cash
EQUITY BANK KENYA LTD
01.2009 - 01.2012
- Received cash deposits and payments
- Ensured proper KYC is done on customers making withdrawals and those depositing to avoid money laundering and fraud
- At the end of the day, confirmed cash balances, batch proof the day’s work and hand over the till to the supervisor
Sales Executive- Advertising
NATION MEDIA GROUP PLC
06.2008 - 08.2009
- Attended to customer orders for advertisement space in the newspaper
- Received the advertisement material and forwarding for designing
- Did debt collection activities from credit clients
- Attended to customer concerns and forwarding to respective departments
Direct sales Representative-Barclays credit card
ABSA BANK (FORMER BARCLAYS BANK LTD)
07.2007 - 06.2008
- Marketed the credit card to potential clients
- Handled customers’ queries concerning the credit cards
- Received customer applications, collected all the required documents, compiled and forwarded them to the processing office
Education
Masters in Business Administration-Strategic Management-(MBA) -
Catholic University of East Africa
01.2022 - Current
Bachelor of Arts - Economics
Makerere University
01.2004 - 01.2007
A-LEVEL - undefined
ST. Lawrence Citizens High school
01.2002 - 01.2004
O-LEVEL - undefined
Drys Girls Secondary
01.1996 - 01.2000
Skills
- Interpersonal and negotiation skills
- Mentorship and coaching skills
- Report writing skills
- Consultation and advisory skills
- Good Communication Skills
- Conflict resolution skills
- Computer applications
- Excellence in team work
- Public engagement
- Agility & Adaptability
Certification
Senior Management Course (SMC), Kenya School of Government
Champions
- Branch Speak-up champion.
- Branch welfare secretary.
- Branch compliance champion.
- Branch Wellness champion.
Competenciesandskills
- Interpersonal and negotiation skills
- Mentorship and coaching skills
- Report writing skills
- Consultation and advisory skills
- Good Communication Skills
- Conflict resolution skills
- Computer applications
- Excellence in teamwork
- Public engagement
- Agility & Adaptability
Leadership Experience
- Patron Kiptenden youth mentorship program.
- Class captain St Lawrence Citizen High school.
- School head girl Dry’s Girls High school.
Training
- Training on ISO certification, Equity Bank
- Training of trainers (TOT), Huru Consult, 2012
- First Aid training, Primetech Management Ltd
- Post trauma and stress management, Primetech Management Ltd
- Occupational safety and Health, Primetech Management Ltd
Section name
· Reading inspirational books.
· Travelling.
· Meeting and Interacting with Different Cultures.
· Cookery
· Event organizing
Timeline
Masters in Business Administration-Strategic Management-(MBA) -
Catholic University of East Africa
01.2022 - Current
Relationship Supervisor –Customer Service
EQUITY BANK KENYA LTD
01.2013 - Current
Relationship Officer-Accounts Opening and Digitization
EQUITY BANK KENYA LTD
01.2012 - 01.2013
Relationship Officer Agency banking
EQUITY BANK KENYA LTD
01.2011 - 03.2013
Relationship Officer-Cash
EQUITY BANK KENYA LTD
01.2009 - 01.2012
Sales Executive- Advertising
NATION MEDIA GROUP PLC
06.2008 - 08.2009
Direct sales Representative-Barclays credit card
ABSA BANK (FORMER BARCLAYS BANK LTD)
07.2007 - 06.2008
Bachelor of Arts - Economics
Makerere University
01.2004 - 01.2007
A-LEVEL - undefined
ST. Lawrence Citizens High school
01.2002 - 01.2004
O-LEVEL - undefined
Drys Girls Secondary
01.1996 - 01.2000
Senior Management Course (SMC), Kenya School of Government
Anti Bribery and Anti corruption (POCAMLA and ABC), Equity Bank
Elevating the Customer experience, Moodys
Foundations of Banking and credit, Moodys
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