EUNICE NJAU
Nairobi
Summary
Highly experienced professional with a proven track record in customer service leadership. Well-prepared for this role, with expertise in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs, consistently delivering exceptional outcomes. Known for reliability, effective communication skills, and ability to foster a positive team environment. Confident in ability to make a significant impact in this position.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
National Oil Corporation of Kenya
01.2018 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized order processing workflows, reducing fulfillment time by 20% and increasing accuracy by 30%
- Enhanced support efficiency by 40% through the integration of advanced tools and technologies
- Conducted market research for demand forecasting and competitive analysis
- Assisted with inventory management and ERP system implementation, contributing to operational efficiency
Assistant Relationship Manager
NIC Bank (Leasing)
07.2015 - 12.2017
- Drove business development through prospecting and networking, closing deals worth 200 million KES
- Managed customer relationships and addressed complaints to ensure high satisfaction
- Structured contracts for optimal ROI and conducted market research for new opportunities
- Developed and implemented marketing strategies, and managed direct sales staff
- Collaborated closely with marketing teams on targeted campaigns aimed at generating interest from both new leads as well as nurturing current customer relationships further down the line.
- Contributed to sales targets by actively participating in cross-selling initiatives across various product lines.
Senior Relationship Officer
Chase Bank
07.2014 - 06.2015
- Achieved 1 billion KES in deals with corporate and SME clients through effective relationship management
- Handled customer complaints, structured contracts, and conducted market research for business opportunities
- Created and presented weekly reports on prospects, pipelines, and closed deals
- Mentored and supervised officers and interns, improving team performance
- Developed strong rapport with customers, leading to increased referrals and expanded business opportunities.
Education
MBA - Strategic Management
University of Nairobi
12.2023
BSc - Information Systems & Technology (Networking Major, Marketing Minor)
United States International University
12.2010
KCSE - Mean Grade: B
St. Anne’s Secondary School Lioki
12.2006
Skills
- Customer service
- Microsoft outlook, word, and Excel
- Customer relationship management (CRM)
- Problem-solving
- Interpersonal skills
- Communication skills
- Understanding of customer and market dynamics
- Strong leadership
- Team management
- Proactive attitude
- Planning
- Executing strategies
Timeline
Customer Service Manager
National Oil Corporation of Kenya
01.2018 - Current
Assistant Relationship Manager
NIC Bank (Leasing)
07.2015 - 12.2017
Senior Relationship Officer
Chase Bank
07.2014 - 06.2015
BSc - Information Systems & Technology (Networking Major, Marketing Minor)
United States International University
MBA - Strategic Management
University of Nairobi
KCSE - Mean Grade: B
St. Anne’s Secondary School Lioki
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