Frida Nagi
Trained Health Professional, Seasoned Banker
Nairobi,Nairobi
Summary
Health professional with over 8 years of successful experience in complaint handling processes, customer experience and investigations analysis. Recognized consistently for performance excellence and contributions to success in banking industry.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Executive
Absa Bank Kenya PLC
Nairobi
05.2019 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction E.g. Managed total number of 70 customers to reduce on branch crowding.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Corresponded with delinquent customers to collect payments and make billing arrangements. E.g. called around 10 customers everyday
Investigations Analyst, Complaint Handling Unit
Absa Bank Kenya, PLC
Nairobi
05.2017 - 04.2019
- Investigated fraud complaints and performed research to minimize risk and resolve inquiries liaising with frauds team.
- Read fraud and security risk management-related articles and white papers and took part in webinars to keep abreast of changes in fraud and security landscape.
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents.
- Increased customer satisfaction by resolving product and service issues.
- Handled daily service calls to address customer inquiries and concerns. E.g. Managed 10 calls daily amidst other work as assigned.
- Kept abreast with customer complaints manual while handling all complaints from different customer touch points including; CBK, legal department, contact Centre and RBB network respectively.
Merchants Payments and Reconciliation Analyst
Absa Bank Kenya, PLC
Nairobi
04.2015 - 04.2019
- Input financial data and produced reports using banking system provided and Excel.
- Compiled transactions by reviewing failed transactions and posting manual entries, evaluating provided merchant entries and provided feedback E.g. Handled 10 sales, refunds and reversals receipts.
- Streamlined bookkeeping procedures to increase efficiency and productivity using excel.
- Matched purchase orders with invoices and recorded necessary information.
- Reconciled merchants bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
Medical Representative
SAI Pharmaceuticals
Nairobi
12.2014 - 03.2015
- Organized and detail-oriented with strong work ethic on matters drug sampling, usage and medical prescriptions.
- Worked well in team setting, providing guidance and strategies to dominate market with our products.
- Organized team meetings to provide feedback. E.g. Organized 2-3 morning hurdles and refreshers.
- Trained doctors, nurses and pharmacists with best practice.
Laboratory Technologist Intern
The Mater Hospital
Nairobi
05.2013 - 08.2013
- Prepared cultures of tissue samples.
- Analyzing lab reports for accuracy.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Delivering test results to physicians, researchers or patients.
- Learned and adapted quickly to new technology and software applications.
- Health reporting and data entry.
Education
Bachelor of Science - Medical Laboratory Science
Kenyatta University
Nairobi, Kenya 09.2009 - 12.2013
High School Diploma -
St Martins Girls Kibagare
Kibagare, Westlands 02.2005 - 11.2008
Skills
Relationship management
Issues investigations
Excellent attention to detail
Teamwork and Collaboration
Excellent Communication
Analytical and Critical Thinking
Planning and Coordination
Timeline
Customer Service Executive
Absa Bank Kenya PLC
05.2019 - Current
Investigations Analyst, Complaint Handling Unit
Absa Bank Kenya, PLC
05.2017 - 04.2019
Merchants Payments and Reconciliation Analyst
Absa Bank Kenya, PLC
04.2015 - 04.2019
Medical Representative
SAI Pharmaceuticals
12.2014 - 03.2015
Laboratory Technologist Intern
The Mater Hospital
05.2013 - 08.2013
Bachelor of Science - Medical Laboratory Science
Kenyatta University
09.2009 - 12.2013
High School Diploma -
St Martins Girls Kibagare
02.2005 - 11.2008