FAITH MALIA MANGATU
ACCOUNT RELATIONSHIP MANAGEMENT
Nairobi,KENYA
Summary
Skilled Business Development expert offering 11 years of experience in operations and enhancing revenue. Expertise in client acquisition and contract negotiation along with excellent interpersonal communication, relationship-building and client retention capabilities. Deep focus on developing strategic business opportunities and delivering exemplary service to each client's individual needs.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Business Development Manager
Vivo Shell
06.2018 - 01.2021
- Oversaw revenue growth, lead generation and after sales account management of portfolio of 560 clients
- Identified business growth opportunities and increased client base by 56%
- Grew, leveraged, and maintained networks of sustainable long-term client relationships on multiple levels
- Led development of partnerships, alliances and new business opportunities
- Managed and deepened relationships with existing clients, developed and implemented business strategies for attracting new industry leading clients
- Researched and prioritized partnerships for business opportunities and viable income streams and built world-class business/sales pipeline
- Negotiated and executed new deals with new partners
- Prospected 50 new weekly leads using cold calling, site visits and customer referrals
Senior Client Service Associate
Cytonn Investments
01.2017 - 05.2018
- Recruited, trained and mentored client service team to generate ideas, share knowledge and commit to building successful company.
- Provided leadership and management to client service team and ensured 100% response to client queries within agreed TAT and addressed all root causes.
- Developed customer service pillars and defined daily operations of team and SLAs.
- Led implementation of client retention strategies and reduced attrition by 15%
- Introduced Net Promoter Score (NPS) surveys to understand client needs and give appropriate service support.
- Led service recovery campaign and converted 30 dormant and neutral clients.
- Assisted clients with preparing financial plans, conducting investment research and completing trades and transactions to assess and meet financial goals
- Capitalized on gaps in market and reached out personally to onboard new clients, process transfer paperwork and set up new accounts
Relationship Manager
Standard Chartered Bank
10.2015 - 01.2017
- Grew High Net Worth portfolio liabilities and asset books by 150% and 170% respectively and maintained NPS of 90% through consistent client engagement.
- Acted as trusted financial advisor and offered unsecured loans, credit cards, mortgages, FX solutions, life and general insurance and local and offshore investment solutions to my clients.
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Developed monthly summaries to assess each client's participation level and determine targets for follow-up plans.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Supported end-to-end credit management process, submitted complete loan documentation and supported credit originations for credit compliance.
Client Service Manager
Standard Chartered Bank
03.2012 - 09.2015
- Acted as the main point of contact for all client enquiries and ensured closure or escalation within the outlined TAT.
- Implemented the role out of Qmatic ticketing system and trained staff and clients on its use.
- Branch digital champion and tasked with the migration of all affluent clients to the online and mobile banking platforms.
- Seamlessly transitioned between high breed teller (affluent clients and bulk transactions), customer service and back office operations.
- Branch vault custodian and business continuity alternate for the branch operations manager.
- Created customer support strategy to increase customer retention.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Team Administrator, Employee Banking
Standard Chartered Bank
10.2010 - 02.2012
- Entered and maintained departmental records in company database.
- Increased efficient communication between department and its key stakeholders by 80%
- Designed and created first Employee Banking newsletter circulated to all departments.
- Formulated communication strategies for team members to enhance their interactions with their stakeholders and increased client feedback by 60%
- Created and maintained efficient departmental filing system.
- Oversaw successful planning and execution of staff meetings, parties and events.
- Computerized office activities, maintained customer communications and tracked records through delivery.
- Devised and implemented improvements to reporting procedures
- Evaluated client financial positions and identified most appropriate banking products
Education
Bachelor of Arts - Communication
Daystar University
Kenya 05.2007 - 05.2011
Executive Certificate of Proficiency -
College of Insurance
Kenya 01.2016 - 03.2016
Skills
Customer Service/complaint resolution
Financial services
Stakeholder engagementClient retentionDigital MigrationAfter sales service
Lead Generation
Affiliations
PRSK (Public Relations Society of Kenya)
Member
-Early Birds Toastmasters
Referees
Agnes Gathura-Team Leader, Priority Clients
Standard Chartered Bank
(Former Line Manager)
Agnes.Gathura@sc.com
Tel: 0722624036
Brenda Omondi- HR Regional Officer, Avenue Healthcare
(Former Recruiter and HR CIC Insurance)
Brenda.Omondi@avenuehealthcare.com
Tel: 0719755333
Lucy Mbithi
B-BRAUN
Client Service Coordinator
Lucy.mbithi@bbraun.com
Tel: 0724097350
Timeline
Business Development Manager
Vivo Shell
06.2018 - 01.2021
Senior Client Service Associate
Cytonn Investments
01.2017 - 05.2018
Executive Certificate of Proficiency -
College of Insurance
01.2016 - 03.2016
Relationship Manager
Standard Chartered Bank
10.2015 - 01.2017
Client Service Manager
Standard Chartered Bank
03.2012 - 09.2015
Team Administrator, Employee Banking
Standard Chartered Bank
10.2010 - 02.2012
Bachelor of Arts - Communication
Daystar University
05.2007 - 05.2011