ESTHER MUTHONI KAMAU

Work History

Organizational Development Facilitator

CCI

Nairobi, 30

08.2020 - Current

Primary responsibility is planning, coaching and consulting with teams and individuals who need assistance in skills development.
I direct needs assessment for training and staff development to enhance effectiveness of employee performance in achieving goals and objectives of the company.
Identify and incorporate best practices and lessons learned into program plans.
Design and develop HR training programs for management and employees.
Review evaluations of training courses, objectives and accomplishments.
Make assessments of effectiveness of training in terms of employee accomplishments and performance.
Consult with management on performance, organizational and leadership matters.
Conducts needs assessments to determine measures required to enhance employee job performance and overall company performance.
Conduct Train the Trainer sessions to upskill on facilitation skills, class management and team building.

Team Manager

NCBA

05.2020 - 08.2020

Planning and setting goals for team.
Conducting performance evaluations of employees.
Supporting employees with training and development activities.
Monitoring team performance to ensure objectives are met.
Provide Knowledge and Training.
Resolve Issues and Roadblocks that could hinder performance.
Identify behavioral and knowledge gaps in the team and action them immediately.
Managed 5 teams of 17 members each.
Increased CSAT and OSAT levels from 50% to 84%

Branch Supervisor

LoopStore Yaya Center

08.2019 - 04.2020

Slashing inventory cost through ensuring optimal resource allocation, while ensuring continuity and enhancement of services at the outlet.
Personnel management through shift allocation, division of labor and management of weekly reports.
Customer acquisition, facilitate and organize sales promotions and activations as well as research.
Carry out periodic research through monitoring and consolidating customer feedback on the product and services.
Thereafter, set out an action plan to address gaps.
Conceptualize and execute customer centric events through liaising with partners to improve customer experience.
Performed weekly surveys from both customers and agents to identify both customer and agent needs and address relevant gaps

Customer Engagement Officer/Product Analyst

NCBA, New Business Ventures

01.2018 - 06.2019

Continuous analysis and assess data to create better strategies to engage customer.
Implementing bank’s rewards management processes.
Linking of test scenarios/cases to business requirements and alignment of test cases as they relate to test phases/cycles to enhance LOOP.
Business analysis and provision of reports on market trends.
Formulate test strategy and scoping test efforts required.
To provide feedback to development teams and ensure defects are corrected and carried out in accordance to the schedule and quality requirements
Achievements: Took part in the successful implementation of Loop 2 upgrade.

Agent

NCBA

Nairobi, 30

02.2017 - 12.2017

Provide support by responding to customer’s inquiries.
Ensure adherence to established processes and procedures.
Identify potential risk areas the in service and product offering and providing mitigation strategies.
Execute sales strategies aimed at towards achieving annual sales targets.
Approval of exceptional requests with respect to KYC on card issuance.
Achievement: During this period, I targeted various companies in an effort to boost sales by onboarding staff to Loop with a 30% conversion rate.
Mama Ngina Loop Store was also consistently the best performing store in service.
Obtained knowledge on how to operate various pieces of equipment

Sales Executive: Morgage

NCBA

Nairobi, 30

03.2016 - 02.2017

Marketed Bank’s products and services on a daily basis to existing and prospective customers with emphasis on Loans and Overdrafts, Current and Savings Accounts and Fixed Deposits.
Generate business through local sales promotion: outdoor marketing calls on existing as well as potential customers.
Built relationships with existing referral sources and cultivate new referral sources both internally and externally.
Achieved targets set in terms of product mix and customer segment.
Work closely with Business Development Managers and/or Branch Heads in arranging for events /promotions for new acquisition of customers.
Derived insights from competitor Sales activities and formulated effective counter-offers to potential customers.

Direct Sales Staff

I&M Bank Ltd

09.2015 - 01.2016

New customer acquisition both asset and liability.
Identify customer needs not met by existing product and implementation of new products and services.
Participate in product promotional and sales activities.
Make sure credit appraisal and recommendations for existing and prospective customers are submitted for approval within established timelines.
Achievements: Managed and maintained client relationships with an annual portfolio revenue growth rate of 75-100.
Oversaw daily operations to ensure high levels of productivity
Actively listened to customers' requests, confirming full understanding before addressing concerns

Summary

Overview

Work History

Organizational Development Facilitator

Team Manager

Branch Supervisor

Customer Engagement Officer/Product Analyst

Agent

Sales Executive: Morgage

Direct Sales Staff

Education

Bachelor of Arts - International Relations, Psychology

ICDL1 and ICDL 2 -

High School Diploma -

Skills

Accomplishments

Timeline

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