Denzel Mwangi

• Collected deposits, or payments, and arranged for billing.
• Promoted available products and services to customers during service, account management, and order calls.
• Engaged extensively with customers across several initiatives, resulting in significant premium collections and varied customer feedback.
• I visited 950 customers and collected $30.49 million in premiums, which saw my efforts reflected in high scores for Net Promoter Score (82.41), Customer Satisfaction (91.67), and Effort (92.28).
• Achieved key metrics, attaining 63.1% of the customer visits target, with a total of 950 customers seen. New policy premiums are significantly overachieved at 228.72%, while Revival and Arrears premiums stand at 360.8% and 155.16%, respectively.
• Resolved customer queries related to bancassurance policies in a timely manner.
• Resolved customer complaints quickly and efficiently.
• Assisted customers in navigating the website and locating desired products or services.
• Gathered feedback from customers on their experiences with the company's products or services.
• Participated in team meetings to discuss ways to optimize the customer experience.
• Branch visits to meet selling staff, and clients.
• Client visits to meet HNI clients regarding their policy.
• Engaged clients, and appreciated their commitment.
• Collaborated with other departments, such as marketing or sales, to develop effective solutions for customers' needs.
• Monitored customer feedback to identify areas for improvement in the services offered by the company.
• Exuded professional expertise and resourcefulness to gain the trust and confidence of clients, vendors, and other professionals.
• Answered customer inquiries via telephone, email, online chat, and in person.
• Developed strategies to enhance customer experience, and increase customer loyalty.
• Provided customers with product information and support to ensure customer satisfaction.
• Maintained accurate records of customer interactions, transactions, comments, and complaints.
• Advised management on best practices related to providing excellent customer service.
• Implemented strategies designed to increase customer satisfaction levels.
• Conducted surveys with existing customers about their experiences with the company's products or services.
• Monitored and evaluated performance metrics to ensure operational objectives were met.

• Acquired great exposure to banking processes in both back-end and front-end areas, such as teller and cash management, customer service and relationship management, loan and debt collection processes, personal banking and portfolio management, and filing and record keeping of sensitive data reports. Provided support to my fellow teammates in other capacities to enhance my learning. Built great rapport and cross-functional networks in the branches. Acquired great resilience through my learning phase. Acquired good business and commercial awareness.
• I sat in on meetings, took detailed notes, and brainstormed with team members on ways to solve problems.
• Shadowed staff and learned advanced work.
• Provided support to customers in completing paperwork for loan applications.
• Maintained accurate records and files pertaining to departmental areas of responsibility.
• Worked with team members to promote great customer service, and a pleasant work environment.
• Helped monitor daily operations within the branch office.
• Completed bank transactions for floor staff and documented actions according to established procedures.
• Received, recorded and banked cash, checks and vouchers as well as reconciled records of bank transactions.
• Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
• Balanced daily cash deposits and vault inventory with zero error rate.
• Performed special services for customers, ordering bank cards and checks.
• Provided technical assistance when needed for online banking platforms.
• Reviewed documentation related to loans, investments, deposits.
• Assisted with the preparation of monthly performance reviews.
• Identified opportunities for process improvements within the organization.
• Participated in meetings with senior management to discuss financial goals.
• Handled incoming and outgoing supplies and packages, and routed them to appropriate personnel.
• Processed incoming and outgoing mail for office staff, as directed.
• Proven ability to learn quickly and adapt to new situations.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

• I volunteered and had a chance to put my IT skills to the test, offered technical support in the company’s device management and system administration, and supported other team members while building strong working relationships.
• Planned and organized meetings for executives.
• Tracked action items by communicating with staff to oversee the completion of activities by target dates.
• Arranged travel plans for leaders by booking transportation, reserving hotels, and creating action plans.
• Upheld standards for service quality, work performance, and compliance.
• Contributed to site inspections using various checklists.
• Contained project costs by limiting material waste.

• Incentivized voluntary applications, handled overall data entry, storekeeping, and handout allocations, achieved setting up a system that guarantees transparency and honesty among workers and the company.
• Attended training sessions and meetings to learn new information and develop personal skills.
• Developed essential skills and techniques through diligent practice.
• I worked alongside senior team members to learn related job tasks and roles.
• Handled basic issues and problems under direct supervision, escalating more complex issues to the appropriate staff.
• Entered and filed documents and records into the system.
• Updated documentation and reports for business records.
• Supported day-to-day administrative operations, processing financial documents, and receiving calls.
• Maintained a positive working relationship with fellow staff and management.
• Oversaw quality control to identify inconsistencies and malfunctions.

Second Class Honor Roll [Upper Division]

Grade Point Average [2.77]

• Attained B-
• Grade Point Average [2.7]

• Honor Roll Dean's List 2014