Cleophas Onesmus Ngararu Maina
Office Operations Specialist/Team Leader/Customer Excellence/Account ManagerAssistant Manager/ Team Leader
NAIROBI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Merchant Acquiring/universal Channels Consultant
KCB BANK KENYA LIMITED
Nairobi
01.2021 - 01.2023
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Developed strong communication and organizational skills through working on group projects.
Resolved problems, improved operations and provided exceptional service.
- Demonstrated leadership skills in managing projects from concept to completion.
- Assisted with day-to-day operations, working efficiently and productively with all team member which helped maintain our revenues to the KES 1 billion mark.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Developed and maintained courteous and effective working relationships.
- Passionate about learning and committed to continual improvement.
- Learned and adapted quickly to new technology and software applications.
- Skilled at working independently and collaboratively in team environment.
- Worked well in team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with my customers and team.
- Worked flexible hours across night, weekend and holiday shifts.
- Passionate about learning and committed to continual improvement
- Provided professional services and support in a dynamic work environment
- Identified issues, analyzed information and provided solutions to problems
- Worked well in a team setting, providing support and guidance
- Gained extensive knowledge in data entry, analysis and reporting
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Delivered services to customer locations within specific timeframes
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
Proven ability to develop and implement creative solutions to complex problems
- Demonstrated leadership skills in managing projects from concept to completion
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reported issues to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Back Office Executive /Teller Specialist
KCB BANK KENYA LIMITED
Nairobi
09.2008 - 12.2020
- Maintained inventory for back-office supplies, computers and work-stations.
- Received purchase orders and processed invoices for payment.
- Advised on technical improvements to enhance internal systems and processes.
- Designed and implemented office policies and enforced standards.
- Improved employee and client retention rates through active communication and problem-solving efforts.
- Achieved financial objectives through annual budget preparation, expenditure controls and variances analysis.
- Performed database management and analysis of business functions and processes.
- Liaised with vendors to plan and schedule services.
- Produced reports, contracts and correspondence using various software.
- Organized office operations, leading daily activities and controlling correspondence.
- Worked with IT department to address technology issues and shortfalls.
- Completed special projects through planning, guidance and tracking metrics.
- Maintained inventory for back-office supplies, computers and work-stations
- Organized company functions and events to improve employee morale
- Supervised processing of orders, order tracking and delivery of goods
- Achieved financial objectives through annual budget preparation, expenditure controls and variances analysis
- Improved employee and client retention rates through active communication and problem-solving efforts
- Completed special projects through planning, guidance and tracking metrics
- Managed invoices from vendors to assist accounting department in reducing annual expenses.
- Ordered office supplies and maintained supplier contacts in database.
Education
MBA - Marketing
Kenya Methodist University
Nairobi, Kenya 01.2012 - 01.2013
Bachelor of Arts - Economics And Communication (double Major)
University of Nairobi
Nairobi, Kenya 09.2003 - 12.2007
Skills
Business consultant
Merchant support
Analytical and Critical Thinking
Dependable and Responsible
Service consultant assistance
Account management
Creative problem solving
Complaint resolution
POS systems expert
Strategic sales knowledge
Accomplishments
- Achieved revenue of over KES 1.7 B in 2021 and KES 1.9B in 2022 by acquiring new merchants and most importantly increasing volume from already onboarded merchants through and after COVID.
- Resolved customer issues through constant communication and availing myself to ensure that all customers who i interact with have a fulfilling experience.
- Reduced number of inactive machines form 87% to less that 10% in 2021 and that was reduced even further in 2022 to less than 5%
- Maintained a customer waiting time of less than 5 minutes and customer service time of less than 3 minutes while at teller services counter.
- Achieved NIL losses, differences or frauds.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Marketing - Offered comparable product substitutions and alternative locations to clients when desired merchandise was out-of-stock.
Timeline
Merchant Acquiring/universal Channels Consultant
KCB BANK KENYA LIMITED
01.2021 - 01.2023
MBA - Marketing
Kenya Methodist University
01.2012 - 01.2013
Back Office Executive /Teller Specialist
KCB BANK KENYA LIMITED
09.2008 - 12.2020
Bachelor of Arts - Economics And Communication (double Major)
University of Nairobi
09.2003 - 12.2007