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
undefinedAccomplishments
- 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
Similar Profiles
PETER THAIRU MWANGIPETER THAIRU MWANGI
Customer Service Fraud Analyst at Social Discovery Group -ECOM Services LimitedCustomer Service Fraud Analyst at Social Discovery Group -ECOM Services Limited
Noah Esekon EkitelaNoah Esekon Ekitela
DIRECT SALES REPRESENTATIVE at KCB BANK KENYADIRECT SALES REPRESENTATIVE at KCB BANK KENYA
Oscar Shamalla BusiekaOscar Shamalla Busieka
Computer Operations Manager at KCB Bank KenyaComputer Operations Manager at KCB Bank Kenya