David Nyangàu
NAIROBI
Summary
With over 16 years of experience as a committed customer service executive, I have demonstrated my ability to boost customer satisfaction through the enhancement of internal processes. I am skilled at resolving complex issues and excel in upselling and cross-selling products. As a meticulous contact center professional, I ensure that procedures are followed diligently to fully address customer concerns.
Additionally, I am a proactive and collaborative manager known for my high level of professionalism, allowing me to build strong relationships with customers, employees, and other key stakeholders. I have established a solid reputation for accuracy and consistency while improving financial efficiency and identifying areas for growth.
I am trustworthy, discreet, and proficient at managing various tasks in accounting and finance. My deep understanding of business and economic trends, combined with my attention to detail, enables me to effectively manage client relationships. I am also resourceful in handling financial matters.
Overview
17
17
years of professional experience
Work History
Branch Operations Manager
Absa Bank
06.2024 - Current
- Maintained friendly and professional interactions with customers.
- Trained employees on proper procedures and strategies to enhance productivity.
- - Met deadlines by proactively managing individual and team tasks while streamlining processes.
- - Managed daily branch operations to ensure optimal productivity and customer satisfaction.
- - Ensured compliance with industry regulations, minimizing the company's risk exposure through diligent oversight of operations.
- - Contributed to ongoing process improvements, resulting in increased efficiency across various aspects of branch operations.
- - Streamlined communication between departments, enhancing collaboration efforts and reducing problem resolution times.
- - Oversaw inventory management processes, ensuring accurate records and timely reordering to maintain optimal stock levels.
- - Organized staff schedules to guarantee adequate coverage during peak business hours while maintaining employee satisfaction.
- - Consistently complied with regulatory guidelines and requirements.
- - Established internal audit procedures to validate and enhance the accuracy of financial reporting.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Performed monthly compliance checks.
- Examined customer loan applications for loan approvals and denials.
Customer Service Executive – Manager
Absa Bank of Kenya
05.2015 - 05.2024
- A strong working relationship with customers led to a 23% reduction in customer complaints at the branch, with 80% of customer pain points resolved in the shortest time possible.
- Achieved a 72% Net Promoter Score (NPS) for the branch, significantly higher than the average banking industry score of 34%. This was accomplished by implementing the latest financial customer service standards in the market.
- Improved the branch's application turnaround time to less than 20 minutes for account processing and within 48 hours for loan processing, aligning overall turnaround time with the industry minimum.
- Oversaw and coordinated the organization's interactions with current and potential clients. Escalated critical customer issues to supervisors to prevent revenue loss and minimize customer complaints. Conducted regular status and performance reviews to ensure compliance with Business As Usual (BAU) responsibilities.
- Supervised the customer service process to ensure high levels of customer satisfaction and effective conflict resolution. Trained colleagues on customer service policies and standards to ensure adherence.
- Managed complex complaints and issues to maintain customer satisfaction. Executed client onboarding and initiated pilot projects when necessary. Monitored all advisory, brokerage, and wealth management transactions, advising on potential adverse implications and implementing mitigating strategies.
- Responsible for processing applications related to loans, accounts, credit cards, and all banking products within the agreed Service Level Agreements (SLAs) to ensure timely delivery. Stored client and company files securely in the CRM system to comply with confidentiality laws and regulations.
- Resolved customer billing errors by researching issues in the system, asking open-ended questions, and identifying the root causes of problems. Prioritized security and served as the branch's point of contact for overall security, providing feedback about any gaps identified.
- Collaborated with cross-functional teams to enhance the overall customer experience within the company.
Head Teller/Cash Custodian
Barclays Bank of Kenya
10.2009 - 04.2015
- In 2014, recognized as the Fraud Buster of the Year for the entire bank after successfully preventing fraud amounting to KES 165,000,000 in accounts and loans.
- Led the digital transformation of branch reconciliation records and the account management tool, resulting in a 15% reduction in operational costs for the branch. Additionally, spearheaded the implementation of management information systems that enabled proactive decision-making concerning cash and fleet management, saving the branch another 10% in expenditures.
- Collaboration with the ICT department reduced data collection and processing turnaround time by 20% and associated costs by 3%. A flexible working schedule was introduced to decrease burnout among colleagues, saving the bank 10% in staff costs.
- Coordinated branch financial operations, ensuring that appropriate reports and reconciliations were periodically reviewed. Conducted root cause analysis to eliminate recurring customer issues and maintained service improvement action plans.
- Effectively replenished ATM funds and completed highly accurate, high-volume cash counts using both manual and machine-driven methods. Investigated and promptly resolved issues related to customer accounts while proactively identifying potential areas for enhancement, including routine audits on teller activities and cash drawers.
- Responsible for conducting training for colleagues and tellers regarding new systems and changes in bank processes. Maintained branch cash reorder levels and quantities in line with the bank's approved minimum levels, providing supervision and support to tellers to ensure maximum customer service was delivered professionally.
- Elevated the branch's reputation through consistent delivery of friendly service and expertise in managing diverse financial transactions. Ensured ATM funds were replenished in empty canisters prior to the validation process and provided support during audits by gathering necessary documentation
Teller
Barclays Bank of Kenya
02.2008 - 09.2009
- In 2009, appointed as the branch training champion, responsible for training colleagues on core banking systems, which led to a 10% reduction in operational errors at the branch.
- Developed user-friendly manuals and training materials for the Inventory and Customer Service modules of the Oracle system, improving branch efficiency and reducing operational costs by 7%.
- Served as the timekeeper for all cashiers, managing time management schedules that enhanced customer service by ensuring each client had a staff member available to assist them promptly.
- Contributed to effective and efficient branch service, nominated as the best teller within the Nairobi North cluster, scoring 150% in the number of clients served.
- Processed customer transactions quickly, minimizing wait times, and identified sales opportunities, referring customers to branch partners in financial services.
- Learned about customers' financial needs, established trust, and optimized sales opportunities, resulting in quality customer service. Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
- Completed highly accurate, high-volume money counts, both manually and with machines, while adhering to security measures and controls in accordance with teller standards to minimize potential loss.
- Educated customers on using the banking website and mobile apps, demonstrating adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Managed high-volume transactions efficiently while paying close attention to detail, ensuring accurate processing for customers. Maintained up-to-date knowledge of bank products, services, promotions, policies, and regulations to better assist customers with their financial needs.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name whenever possible. Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products and services.
Education
BBA - Finance and accounting
Strathmore University
Nairobi06.2012
Bachelor of Science - applied accounting
Oxford Brookes University
United Kingdom01.2008
Association of Chartered certified accountants (ACCA) -
Strathmore University
Nairobi12.2007
Skills
- Microsoft Teams
- Oracle flex cube
- Microsoft Access
- Sybrin imaging systems
- Microsoft Excel
- KAMLS system
- Microsoft Word
- EFT systems
- Microsoft PowerPoint
- Tableau systems
- Sage and Pastel accounting
- Applied IT for accounting
- Business development
- Numeracy skills
- Financial programming
- Public Speaking
- Emotional intelligence
- Collaboration
- Opening and closing procedures
- Staff supervision
- Compliance reporting
- Customer and vendor relations
- Strong team-builder
Continuousprofessionaldevelopment
Business development, Numeracy skills, Financial programming, Public Speaking, Emotional intelligence, Collaboration
Accomplishments
- Strathmore University, Bachelor of Commerce – Specializing in Finance and accounting, Second Class Upper Division
- Oxford Brookes University, Bachelor of science in applied accounting- specializing in applied accounting, First class honors
- Strathmore University, Association of Chartered certified accountants (ACCA), Pass
Professionaltoolbox
- Microsoft Teams
- Oracle flex cube
- Microsoft Access
- Sybrin imaging systems
- Microsoft Excel
- KAMLS system
- Microsoft Word
- EFT systems
- Microsoft PowerPoint
- Tableau systems
- Sage and Pastel accounting
- Applied It for accounting
Timeline
Branch Operations Manager
Absa Bank
06.2024 - Current
Customer Service Executive – Manager
Absa Bank of Kenya
05.2015 - 05.2024
Head Teller/Cash Custodian
Barclays Bank of Kenya
10.2009 - 04.2015
Teller
Barclays Bank of Kenya
02.2008 - 09.2009
BBA - Finance and accounting
Strathmore University
Bachelor of Science - applied accounting
Oxford Brookes University
Association of Chartered certified accountants (ACCA) -
Strathmore University
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