FEDELINE CHEPKEMOI KOSKE
NAIROBI
Summary
B.A Economics graduate, highly conversant with finance and accounts functions ranging from maintenance of general ledgers, reconciliations, accounts receivable, payable management and preparation of simple management financial reports. My objective is to work as an aggressive economist in a progressive, growth-oriented organization, so as to immensely contribute to the realization of its objectives and gain experience in my profession.
Overview
8
8
years of professional experience
Work History
Front office Assistant
JK HOLDINGS LIMITED
04.2024 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experience
Division: Retail
NATIONAL BANK OF KENYA
02.2021 - 04.2024
- Onboarding of new individual clients with the use of KYC [Know Your Customer] protocol that is designed to know the customer and their sources of income as an anti-money laundering precaution
- Interaction with clients of the bank and offering sound financial advice on our products and how they are tailored to each client’s needs
- Appraisal of customer’s financial well-being and subsequent provision of loan facilities
- Technical interactions: Fusion Banking, Microsoft Excel
- Retail and Business Banking
- Setting up business and corporate accounts suited for day to day business transactions
- Site visitations of business premises and selling of SME loans to small businesses
- Verifying authenticity and registration details of businesses which have approached us for financing
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
Intern
Kenya Industrial Property Institute
10.2020 - 10.2021
- Conducting acknowledgement and formality examination of applications received prior to substantive examination
- Generation of certificates for registered patents, industrial designs and utility models
- Verification of information and updating registers
- Assisting clients to access services regarding industrial property and company fees of various services
- Performing prior art search and validity search using Industrial Property and Automated system
- Reception of new applications for registration and patent agents who have lodged their application for protection and allocating file numbers
- Opening files and data entry of information into the system
- Division: Trademark
Intern
Huawei Technologies Company Limited
07.2018 - 10.2018
- Data entry for supplier’s bidding
- Supplier training follow up
- Contracts document management
- Analysis of request for quotations
- Report preparation for procurement
- Division: Procurement
Industrial Attachment
Kericho County Government
06.2017 - 08.2017
- Revenue collection from the markets
- Project analysis from various departments (DCIP) facilitate business registration for single business permits
- Assist in budget preparations
Education
Bachelors of Arts - Economics
Maasai Mara University
11.2018
Computer Studies - undefined
AIRADS College
03.2014
Kenya Certificate in Secondary Education - undefined
Maria Soti Girls Educational Centre
11.2013
Kenya Certificate of Primary Education - undefined
St. Mary’s Mixed Day and Boarding Primary School
11.2009
Skills
Financial management and office administration: budgets, planning, maintenance of general ledgers, reconciliations, accounts receivable, payable management and preparation of simple management financial reports experience in coordinating office functions and interfacing between different departments
References
Evans, Kurgatt, Manager, kipkurgatt@gmail.com, 0721707227, JK Holdings Limited
Timeline
Front office Assistant
JK HOLDINGS LIMITED
04.2024 - Current
Division: Retail
NATIONAL BANK OF KENYA
02.2021 - 04.2024
Intern
Kenya Industrial Property Institute
10.2020 - 10.2021
Intern
Huawei Technologies Company Limited
07.2018 - 10.2018
Industrial Attachment
Kericho County Government
06.2017 - 08.2017
Computer Studies - undefined
AIRADS College
Kenya Certificate in Secondary Education - undefined
Maria Soti Girls Educational Centre
Kenya Certificate of Primary Education - undefined
St. Mary’s Mixed Day and Boarding Primary School
Bachelors of Arts - Economics
Maasai Mara University
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