ELIZABETH WAMBUI NJOROGE

Customer relations assistance

• Attend to customer queries and correspondences
• Carry out funds transfer.
• Perform teller duties.
• Process membership applications and deduction advice and any other member changes requests.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Organized and detail-oriented with a strong work ethic.
• Opening of other accounts and keeping records of the same.
• Record and update customer feedback in the complaints.
• Be the customer service champion at the branch and champion initiatives.
• Processing and maintain custody of ATM cards and Pin
• Carry out account closure exit
• Supports the implementation of new product launches
• Carrying out journal entries
• Increased efficiency and performance by monitoring team member productivity and providing feedback.

• Supported public relations efforts by representing the organization at various community events, building positive relationships with potential supporters.
• Conducted surveys among service recipients to gauge satisfaction levels and identify areas needing improvement or expansion efforts.

• Identifying customers' needs to achieve their satisfaction
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Documented customer interactions in internal database to maintain customer service history details.
• Trained new customer service agents on policies and procedures to support favorable customer experiences.
• Maintained key performance indicators and acceptable performance levels to support assigned customer base.
• Sought ways to improve processes and services provided.
• Trained staff on operating procedures and company services.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Trained new hires on company policies, procedures, and best practices for delivering outstanding customer service.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Identified trends in customer feedback, providing valuable insights for continuous improvement initiatives.
• Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
• Cross-trained and provided backup support for organizational leadership.
• Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.

• Filing of documents
• Verified paperwork accuracy and checked for completion prior to processing.
• Maintained strict confidentiality of sensitive information by adhering to privacy regulations and ethical standards.
• Prepare incoming and outgoing mails for distribution.
• Ordered and restocked supplies in line with budget limits and office needs
• provide handson training and coaching for junior staff on office policies and regulations
• Indexing using Navisi EDMS(electronic database management system.
• Provided professional services and support in a dynamic work environment.
• · Attending to customers when necessary.

• Attending to customers when necessary
• Skills in report writing.
• Assisting in raising journals where necessary.
• Call center agent; standing in when call traffic is high which has enabled me to gain experience in call center.
• Working on electronic fund transfers(EFT) and real time gross settlement(RTGS).
• Clarification of members' particulars upon receipt of new advisories.
• Identifying missing information for already admitted members and advising my supervisors on corrective action.
• Experience in handling members issues has equipped me with skills that I can apply in marketing.
• Receiving and processing ATM card applications.
• Receiving and issuing application forms and handling deduction adjustments.

• PC maintenance and repair
• Tested new software and hardware prior to deployment.
• Configured systems according to prescribed software and hardware frameworks.
• Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
• Assisted in development of system security protocols.
• Facilitated end-user training sessions on software applications, increasing employee productivity with new tools and technologies.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Configured hardware, devices, and software to set up work stations for employees.
• Researched and identified solutions to technical problems.
• Maintained office PCs, networks and mobile devices.
• Generated reports to track performance and analyze trends.
• Set up PCs, projectors, and microphones for use in video conferencing rooms.
• Enhanced network performance by troubleshooting and resolving technical issues in a timely manner.
• Data entry of all human resource files
• Assisted with day-to-day operations, working efficiently and productively with all team members.

ICT Department

• Create policies and procedures for logistics activities.
• Plan or implement material flow management systems to meet production requirement.
• Train all the employees in roles or responsibilities regarding global logistics strategies.
• Implement specific customer requirements, such as internal reporting or customized transportation metrics.
• Resolve problem concerning transportation, logistics systems, import and export or customer issues.

Skills acquired include:

• Project management skills
• Analytical and problem solving skills,
• Performance management and reporting skills.

• Conducted regular security audits to identify vulnerabilities and improve overall system protection.
• Configured and tested new software and hardware.
• Installed and configured operating systems and applications.
• Optimized hardware performance through regular maintenance checks and upgrades when necessary.
• Enhanced system efficiency by identifying and rectifying software issues.
• Installed and configured software and hardware.
• Streamlined communication channels through the installation and configuration of VoIP systems.
• Tested new software and hardware prior to deployment.
• Collaborated with IT team to successfully complete large projects within strict deadlines.
• Helped streamline repair processes and update procedures for support action consistency.
• Created user accounts and assigned permissions.
• Generated reports to track performance and analyze trends.
• Assisted in network maintenance, ensuring smooth connectivity for all users.
• Set up and maintaining servers.
• Train all the employees in roles or responsibilities regarding global logistics strategies.