Gaicugi Amie Cecilih
Customer Experience Specialist
Nairobi,Westland's
Summary
Customer Experience Officer / Onboarding Specialist managing customer onboarding, KYC review, and financing application assessment for agribusiness clients. Guides businesses through documentation requirements, eligibility checks, and next steps while coordinating refer-backs with Sales and Risk Assessment teams. Supports clearer financing decisions by reviewing trading history, transaction activity, and business information across the agricultural value chain.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Officer
AVENEWS
Nairobi, Westlands
03.2024 - Current
- Manage the customer onboarding and initial assessment process for businesses seeking agribusiness financing.
- Conduct initial customer assessments to understand business operations, trading history, financing needs, turnover, suppliers, buyers and intended use of financing.
- Review customer KYC and business documentation, including identification documents, business registration documents, KRA PINs, county permits, bank statements and M-Pesa statements.
- Review business transaction activity and supporting information to develop an understanding of the customer's business operations and financing requirements.
- Guide customers throughout the financing application process, clearly communicating documentation requirements, outstanding information and next steps.
- Coordinate with Sales and Risk Assessment teams to resolve application refer-backs, obtain additional information and support timely completion of assessments.
- Communicate financing offers, additional requirements and application outcomes to customers in a clear, professional and customer-focused manner.
- Support onboarding and assessment of businesses operating across the agricultural value chain, including agrovet, cereals traders, livestock businesses, poultry businesses, dairy businesses, millers and agricultural suppliers.
- Identify documentation, eligibility and transaction-related issues that may affect financing applications and guide customers on the requirements needed to progress their applications.
- Work closely with Sales, Risk Assessment and other internal teams to improve application quality and the overall customer financing journey.
- Support customers by explaining financing processes and requirements and ensuring they understand the information needed to progress their applications.
Client Success Associate
SOLVIT LIMITED
Nairobi, Westlands
09.2020 - 02.2024
- Successfully convinced Occidental Insurance, First Assurance and Britam Insurance to add the company to their valuation panels by demonstrating strong service delivery and client support.
- Contributed to an 87% increase in compliance rate through effective client relationship management and service delivery.
- Contributed to an increase in monthly valuation volumes from approximately 2,000 to 3,800+ valuations.
- Cultivated and maintained strong relationships with key clients, ensuring their needs and expectations were consistently addressed.
- Served as a primary point of contact for clients, handling enquiries, concerns and service-related issues professionally and promptly.
- Conducted regular client engagements to understand changing needs, assess relationships and identify opportunities for business growth.
- Collaborated with internal teams to ensure seamless service delivery and timely resolution of client issues.
- Maintained accurate and up-to-date client, sales and activity records.
- Developed and implemented marketing strategies to support company sales targets.
- Identified opportunities to expand existing client relationships and promote additional products and services.
- Analysed client performance information and provided regular updates and recommendations to senior management.
- Identified new business opportunities and generated leads through networking, cold calling and other sales activities.
- Prepared detailed weekly and monthly reports providing insights and recommendations to key stakeholders.
Sales Executive
JAPANESE PARTNER FOR YOUR CAR (JPC TRADE EA)
Nairobi, CBD
05.2019 - 03.2020
- Built and managed relationships with prospective and existing customers throughout the vehicle purchasing process.
- Engaged customers to understand their needs, preferences and purchasing requirements.
- Conducted product presentations and test drives, clearly explaining vehicle features and benefits.
- Negotiated sales terms, including pricing, financing options and trade-in evaluations.
- Maintained strong knowledge of vehicle products, industry trends and market developments to provide accurate information to customers.
- Worked closely with colleagues and sales management to optimise sales strategies and achieve team objectives.
- Provided after-sales support and resolved customer concerns to maintain customer satisfaction.
- Used CRM and sales tools to manage customer information and track sales activities.
- Consistently worked towards achieving and exceeding assigned sales targets.
Telesales Agent
PLATINUM CREDIT
Nairobi, Ngong road
05.2017 - 04.2019
- Participated in the company's USSD project, which contributed to an increase in sales of more than 30%.
- Voted Best Customer Service Agent within the quota.
- Consistently exceeded assigned sales targets and KPIs.
- Engaged prospective customers through telephone-based sales and promoted the company's financial products.
- Conducted customer needs assessments to understand financial requirements and recommend suitable loan products.
- Built and maintained strong customer relationships through responsive and personalised service.
- Handled customer enquiries, complaints and concerns promptly and professionally.
- Maintained in-depth knowledge of lending products, company policies, lending guidelines and application requirements.
- Accurately captured customer information, loan applications and related documentation in line with established procedures.
- Ensured proper completion of loan documentation and adherence to internal policies and requirements.
- Identified opportunities to cross-sell and upsell additional financial products.
- Collaborated with colleagues and sales management to improve sales strategies and achieve team targets.
- Participated in sales meetings, training sessions and performance reviews to continuously improve product and sales knowledge.
- Platinum Credit is a credit-only microfinance institution offering financial products including civil servant loans, logbook loans and personal loans.
Education
Bachelor of Business and Information Technology -
JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY (JKUA
Kiambu 09.2013 - 06.2017
Kenya Certificate of Secondary Education (KCSE) - undefined
ST. ANGELA NGUVIU GIRLS HIGH SCHOOL
01-2012
Skills
Customer Experience Management
Customer Onboarding
KYC & Documentation Review
Client Relationship Management
Customer Needs Assessment
Loan application screening
Financing eligibility review
Application refer-back resolution
Agribusiness client advisory
Business documentation verification
Interests
Professional Interests: Customer Experience, Financial Services, Fintech, Lending Operations, Customer Onboarding, Client Success and Business Development, References: Available upon request
PROFESSIONAL TRAINING & CONFERENCES
- E-Procurement Training – Kenya Pipeline Company (2018): Training covering supplier registration, online bid response and supplier collaboration, including purchase orders and invoicing.
- Youth Employment Conference – Kenya School of Government, Lower Kabete (2020).
Timeline
Customer Experience Officer
AVENEWS
03.2024 - Current
Client Success Associate
SOLVIT LIMITED
09.2020 - 02.2024
Sales Executive
JAPANESE PARTNER FOR YOUR CAR (JPC TRADE EA)
05.2019 - 03.2020
Telesales Agent
PLATINUM CREDIT
05.2017 - 04.2019
Bachelor of Business and Information Technology -
JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY (JKUA
09.2013 - 06.2017
Kenya Certificate of Secondary Education (KCSE) - undefined
ST. ANGELA NGUVIU GIRLS HIGH SCHOOL