ESTHER WAHU
NAIROBI,KENYA
Summary
Customer service representative bringing top-notch skills in written and oral communication,active listening and analytical problem solving skills.Enhances customer experiences by employing service oriented behavior's,understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
ASSISTANT CREDIT AND ACCOUNTS OFFICER
SHELLOYEES SACCO LTD
NAIROBI, KENYA
03.2024 - Current
- Customer Communication - Managed telephony systems to handle customer inquiries on various products and provide prompt support. Escalation of various members' issues to various departments, and ensure the issues are well solved with constant follow-ups.
- Maintenance of various customer statements - Daily update of customer statements of payments and giving response to members on their loan statuses.
- Complaints and feedback management - Recording customer complaints in the register and reporting to relevant departments.
- Contributed to successful teamwork by fostering open communication and sharing ideas.
INTERNSHIP
SHELLOYEES SACCO LTD
NAIROBI, KENYA
03.2023 - 03.2024
- Significantly contributed to increasing member recruitment through active promotion of the Sacco.
- Managed and effectively communicated with customers using telephony systems to address their concerns on various products.
- Delivered relevant information to members using communication channels such as mail merge, Whats app, and SMS.
Elections Clerk
IEBC
NAIROBI, KENYA
08.2022 - 08.2022
- Carried out election-related duties.
INDUSTRIAL ATTACHEMENT
STATE DEPARTMENT OF COOPERATIVES
NAIROBI, KENYA
11.2021 - 02.2022
- Receiving complaints and drafting letters on refund of deposits to members.
- Processing the notification of maximum borrowing powers from cooperative societies.
- Drafting of non-remittance demand letters, appointment of Agency notices, and revocation of Agency notices.
- Dispatch of mails and borrowing powers of various clients.
- Report writing on implementation of coffee and cotton government-supported programs in marketing cooperatives.
Education
Bachelor of Cooperative Business - Finance
The Cooperative University of Kenya
12-2022
Kenya Certificate of Secondary Education
Kiamuriuki Secondary School
Chuka11-2017
Skills
- Good Communication Skills - Excellent verbal and written communication skills,essential for interacting with members,resolving issues and collaborating with colleaguesKnown for clear,concise and professional communication that enhances member experience and team dynamics
- Problem analysis and solving - Proven track record of identifying issues and implementing effective solutions both in office and in field
- Active team player - Highly regarded by colleagues across the various departments for collaborative efforts reliabilitySuccessfully worked in various departments to enhance overall service delivery and operational efficiency
- Customer Service Excellence - Demonstrated ability to resolve member complaints efficiently,leading to high levels of members satisfaction and loyaltyReceived positive testimonials from various members
- Accounting and Financial skills - I have gained substantial knowledge on matters finance such as financial accounting and reporting,handling general accounting principlesFinancial modelling,analytical ,decision making,communication and mathematics skills
- Compliance - I successfully ensured consistency in adherence to and application of established policies,processes,procedures and tools to achieve optimal efficiency and containment
- Detail Oriented - I value accuracy and ensure every duty I undertake pays close attention to details and captures all the valuable data in terms of whats's required and reduce errors
Accomplishments
- Recruitment Strategies - Suggested effective strategies for increasing the membership numbers showcasing a proactive approach to business development.
- Member Testimonials - Received positive testimonials from members for excellent service delivery and dedication.
- Article Writing - Wrote an article on the performance of the business.
- Successfully caried out member education programes to members on various regions.
Certification
- Actively participated in the Bayer Youth Summit in 2020
- Trained on Worker Cooperative Business Model.
REFFERES
- Calvin Wambua David,
Shelloyees Sacco Accountant.
0727 612 595.
cwambua@shelloyeessacco.co.ke
- Mr.Wainanina
State Department of Cooperatives.
0724 223198
Timeline
ASSISTANT CREDIT AND ACCOUNTS OFFICER
SHELLOYEES SACCO LTD
03.2024 - Current
INTERNSHIP
SHELLOYEES SACCO LTD
03.2023 - 03.2024
Elections Clerk
IEBC
08.2022 - 08.2022
INDUSTRIAL ATTACHEMENT
STATE DEPARTMENT OF COOPERATIVES
11.2021 - 02.2022
Bachelor of Cooperative Business - Finance
The Cooperative University of Kenya
Kenya Certificate of Secondary Education
Kiamuriuki Secondary School
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