Emmanuel Wafula Waliaula
Customer Support
Nairobi,Nairobi
Summary
Dynamic professional with a strong background in financial analysis and regulatory compliance, honed at the Insurance Regulatory Authority. Proven track record in enhancing customer experiences and streamlining data management processes. Adept at problem-solving and fostering relationships, I consistently deliver results that exceed expectations.
Overview
13
13
years of professional experience
Work History
Supervision Officer
Insurance Regulatory Authority
Nairobi
10.2017 - Current
- Coordinated and guided regulated insurance intermediaries by providing essential information for registration, compliance, and daily operations.
- Gathered, organized, and input information into a digital database, making tracking, licensing, and insurance intermediary identification quick and 100% accurate.
- Boosted customer experiences by delivering superior customer service and resolving issues with the insurance intermediaries.
- With my finance background, I help in developing a framework for analyzing returns for various insurance service providers.
- Coached new staff on daily performance and evaluated their progress to identify gaps and inform future training needs.
Intern
National Land Commission
Nairobi
05.2017 - 09.2017
- Processed compensation payment schedules for multiple projects, ensuring timely and accurate disbursements.
- Performed bank reconciliations for projects managed by the Commission, maintaining financial accuracy.
- Organized and filed payment documents according to project specifications, facilitating efficient record retrieval.
- Supported organizational account management duties under direct supervision.
- Adhered to budgeting and accounting processes for cohesive records.
Intern
National Hospital Insurance Fund
Nairobi
01.2014 - 01.2015
- Managed queue control at National Hospital Insurance Fund, achieving minimal to no wait times for customers.
- Resolved customer queries at service desk, delivering prompt assistance and effective solutions.
- Entered claims into NHIF system, ensuring accurate processing and timely reimbursements.
- Receiving revenues from customers and entering the payment information into the system.
- Issuing Cheques on behalf of the accountant.
- Received positive feedback from clients and commendations from customers in the corridors.
Lead generator
Barclays Bank of Kenya Limited
Nairobi
05.2013 - 07.2013
- I was hired in this role to acquire new retail and corporate business accounts to help boost the revenues of Barclays Bank.
- Facilitated mobile banking introduction by effectively relaying customer feedback and complaints to bank management.
- Onboarded four corporate clients by guiding them through the account setup process and ensuring they understood our services.
- Ensured zero fraud cases during customer sign-ups by meticulously attending to details.
- Minimized 'Return-to-sender' incidents through accurate paperwork, resulting in expedited processing of customer applications.
- Worked independently with minimal supervision to manage daily tasks and meet project deadlines effectively.
Education
Bachelor of Science - Actuarial Science
Jomo Kenyatta University of Agriculture and Technology
Nairobi10-2016
Technology Certificate - Computer Engineering
Metro Fox School
Nairobi04-2011
Certificate in Business Process Outsourcing (BPO) - Customer Service Course
Multi Media University College
Nairobi02-2009
Skills
- Regulatory oversight
- Regulatory compliance
- Risk management
- Financial analysis
- Business Intelligence
- Data management
- Analytical skills
- Qualitative analysis
- Client management
- Attention to detail
- Problem solving
References
- Jacqueline Nanyama, Senior Manager, Intermediaries Supervision Department, Insurance Regulatory Authority, +254 722 249 420, jcnanyama@gmail.com
- Agnetta Gichana, Assistant Manager, Finance and Accounts Department, National Land Commission, +254 724 972 209, gagnetta@gmail.com
- Henry Njoroge, Manager, Finance and Accounts Department, Social Health Authority, +254 721 933 515, henrynjoroge01@gmail.com
Timeline
Supervision Officer
Insurance Regulatory Authority
10.2017 - Current
Intern
National Land Commission
05.2017 - 09.2017
Intern
National Hospital Insurance Fund
01.2014 - 01.2015
Lead generator
Barclays Bank of Kenya Limited
05.2013 - 07.2013
Bachelor of Science - Actuarial Science
Jomo Kenyatta University of Agriculture and Technology
Technology Certificate - Computer Engineering
Metro Fox School
Certificate in Business Process Outsourcing (BPO) - Customer Service Course
Multi Media University College