DOUGLAS OPANI
Bank Officer
Malava
Summary
Results-driven professional with a background in Computer Science and extensive experience in customer service, sales, and IT support. Skilled in troubleshooting technical issues, managing customer inquiries, and ensuring seamless service delivery. Adept at market research, competitor analysis, and developing tailored solutions to meet customer needs. Strong communication, problem-solving, and organizational skills, with the ability to handle high-pressure environments effectively. Experienced in digital literacy training, IT infrastructure support, and banking operations. A proactive and adaptable team player committed to efficiency, continuous improvement, and delivering exceptional service in diverse professional settings.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Universal Channels Support Consultant
Kcb Bank Group
04.2025 - Current
- Identifying and recruiting new agents and merchants to expand the bank’s footprint, ensuring they meet the Central Bank of Kenya (CBK) guidelines.
- Providing one-on-one training for new agents and tellers on essential tasks like record keeping, reconciliation, and handling customer service.
- Educating partners on KYC (Know Your Customer) and AML (Anti-Money Laundering) standards to ensure the network remains secure and legally compliant.
- Acting as the primary contact for troubleshooting terminal issues (POS), resolving PIN problems, and managing daily queries within a 24-hour SLA.
- Repairing or replacing faulty POS machines and ensuring they are installed with the latest software.
- Supporting the integration of e-commerce applications and ensuring they adhere to established business processes and security protocols (like SSL encryption).
- Driving the growth of online merchant acquiring by helping businesses set up digital payment gateways and Vooma wallet integration.
- Using real-time reports to track the uptime and transaction performance of e-commerce acquiring systems
Customer Service Officer
KCB Group
02.2024 - 03.2025
- Deliver a high level of service by maintaining strong relationships with customers.
- Provide accurate information regarding the bank's products and services.
- Respond to all customer queries related to banking services and products.
- Ensure smooth service delivery across the branch by managing queues efficiently.
- Match appropriate banking products to customers’ needs.
- Report and escalate all issues affecting service delivery.
- Accurately record and track customer complaints, ensuring timely resolution.
- Contact customers for feedback on their requests and complaints.
- Process and issue account statements, ATM cards, and cheque book orders.
- Handle pin mailers, including issuance, usage demonstration, and replacements.
Direct Sales Representative
KCB Group
09.2022 - 01.2024
- Achieved and exceeded set sales targets for both asset and liability products.
- Provided excellent customer service by addressing inquiries and resolving concerns.
- Participated in product campaigns to ensure customers were well-informed about banking services.
- Conducted door-to-door direct selling to acquire new customers.
- Gathered customer feedback to enhance product offerings and improve service delivery.
- Prepared and submitted regular sales reports.
- Developed customized solutions for prospective customers to drive sales conversions.
- Researched market trends and competitor activities to maintain a competitive edge.
Digital Literacy Program Intern
Ministry of Education
01.2022 - 09.2022
- Provided classroom support and trained teachers in using digital literacy devices.
- Assisted in the implementation of the Digital Literacy Program to enhance e-learning.
- Ensured the safe, secure, and ethical use of technology in classrooms.
- Supported school staff in developing and producing key policies and procedures.
- Offered first-line support and maintenance of ICT services in schools.
- Assisted the Sub-County Director of Education with various administrative tasks.
ICT Intern
Mwalimu National SACCO
02.2019 - 02.2020
- Monitored and troubleshot server systems to ensure consistent IT service delivery.
- Assisted in receiving and inspecting IT assets, reporting discrepancies as necessary.
- Developed standard training materials and web content under senior guidance.
- Responded to user service requests, troubleshot issues, and provided technical support.
- Reported system issues to the ICT Manager and followed up on resolutions.
- Installed and configured ICT equipment, including computers and peripherals.
- Maintained inventory records and documentation for IT assets.
- Managed antivirus software, performed updates, and scanned infected devices.
- Provided backup technical support for network components, including routers, firewalls, and wireless access points.
- Set up new accounts and profiles for users, ensuring all new equipment was fully operational before deployment.
Education
Bsc. - Computer Science
Chuka University
Eastern Kenya01-2018
Secondary School Education - Kenya Certificate of Secondary Education (KCSE)
Friends School Kamusinga
Bungoma County01-2013
Primary School Education - KCPE
Moonlight Academy
Kakamega County01-2009
Skills
Sales & Customer Service – Strong ability to meet sales targets, engage customers, and provide excellent service
Technical Support & Troubleshooting – Experience in IT support, resolving hardware and software issues, and maintaining ICT systems
Digital Literacy & E-Learning Support – Skilled in training and assisting teachers in using digital literacy devices and implementing e-learning programs
Market Research & Competitor Analysis – Ability to analyze market trends and competitors to enhance product positioning
Administrative & Report Writing – Proficient in preparing sales reports, maintaining IT documentation, and managing customer feedback records
Communication & Interpersonal Skills – Strong verbal and written communication, relationship-building, and collaboration skills
ICT Infrastructure Management – Experience in network maintenance, system monitoring, and IT asset management
Certification
Cisco Networking Academy Introduction to Cyber security course
Timeline
Universal Channels Support Consultant
Kcb Bank Group
04.2025 - Current
Customer Service Officer
KCB Group
02.2024 - 03.2025
Direct Sales Representative
KCB Group
09.2022 - 01.2024
Digital Literacy Program Intern
Ministry of Education
01.2022 - 09.2022
ICT Intern
Mwalimu National SACCO
02.2019 - 02.2020
Bsc. - Computer Science
Chuka University
Secondary School Education - Kenya Certificate of Secondary Education (KCSE)
Friends School Kamusinga
Primary School Education - KCPE
Moonlight Academy
Wellness champion
Promote employee well-being by encouraging participation in wellness programs, supporting activities like fitness and mental health initiatives, and acting as a link between staff and HR.I help create a healthy work environment, identify staff needs, and provide feedback to improve wellness programs.