Esther Ndurungi
Banker
Nairobi,30
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Executive
National Bank Of Kenya
Nairobi
02.2010 - Current
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Teller
National Bank Of Kenya
Nairobi
01.2010 - Current
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained accurate records of customer transactions in line with bank procedures.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Monitored and reported suspicious activity in line with bank security policies.
- Assisted with training of new tellers on policies and procedures.
- Cross-sold credit cards, loans and other bank products.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Monitored and verified suspicious activity on customer accounts.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Trained new hires on customer service policies and procedures.
- Processed applications for new accounts.
Education
Bachelor Of Commerce - Human Resources Upper Second Class Honours
Gatanga Girls Secondary School
Muranga 05.2007 - 02.2010
Skills
Issue escalation
Payment management
Company policy adherence
Relationship building
Creative problem solving
Administrative support
Money handling abilities
Relationship building and management
Excellent time management skills
Savvy relationship-builder
Cash handling expertise
Compliance, banking laws and regulations
Timeline
Customer Service Executive
National Bank Of Kenya
02.2010 - Current
Teller
National Bank Of Kenya
01.2010 - Current
Bachelor Of Commerce - Human Resources Upper Second Class Honours
Gatanga Girls Secondary School
05.2007 - 02.2010