Geoffrey Njogu Maina
Nairobi
Summary
Motivated individual with experience in customer service, administration and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service and driving business growth.
Overview
18
18
years of professional experience
10
10
years of post-secondary education
2
2
Languages
Work History
Car Restoration and Salesperson
Dial a Spare Enterprise
11.2022 - Current
- Enhanced product knowledge by attending training sessions and staying current with industry trends.
- Consulted with businesses to supply accurate product and service information.
- Set and achieved company defined sales goals.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Presented professional image consistent with company's brand values.
- Developed relationships with clients for increased loyalty and repeat business.
- Stayed current on company offerings and industry trends.
Operations/Service Manager
Co-operative Bank of Kenya
07.2017 - 10.2022
- Ensure there is proper cash management and reconciliation of all books within the branch at all times
- Ensure branch ATMs are functional and have an excellent uptime
- Plan and manage staff leave register
- Ensure customer satisfaction is achieved by the branch team
- Identify and implement new operational procedures to improve efficiency and productivity
- Conduct regular meetings with team members to evaluate set goals and objectives
- Develop and monitor the branch budget to ensure that financial targets are achieved
- Ensure the branch complies with regulatory and internal policies and procedures
- Review of each team member performance at the end of each quarter as per the set Key Performance Indicators (KPIs)
- Train and mentor team members to improve their performance
- Inventory management e.g
- Office equipment management, stationery management, filing of important documents and reports.
- Monitor and review CCTV footage within the premise
Customer Experience Officer
Co-operative Bank of Kenya
01.2014 - 06.2017
- Champion excellent customer service to all clients and ensure that their needs are met by the branch team
- Identify customer needs and provide them with appropriate solutions and recommendations
- Conduct regular customer satisfaction surveys to identify areas of improvement
- Provide regular reports on customer service activities to senior management.
Cash Officer
Co-operative Bank of Kenya
01.2012 - 12.2013
- Receive and disburse cash to customers in accordance with the bank's policies and procedures
- Ensure that all cash transactions are accurately recorded and reported
- Verify and process customer transactions, including deposits and withdrawals
- Maintain accurate cash records and balance the branch vault at the end of each day
- Ensure the branch ATMs have sufficient cash and are operational at all times
- Reconciliation of ATM accounts at the end of each day.
Section Head, Shares Department
Co-operative Bank of Kenya
08.2008 - 12.2011
- Develop and implement strategies to increase the number of clients
- Train and mentor team members to improve their performance
- Provide regular reports on shares department activities to senior management
- Assist with the registration of companies and securities with the stock market registry
- Verify and process company and securities registration documents
- Maintain accurate records of company and securities registrations and filings
- Liaise with market participants such as CDSC, Stockbrokers and Investment bankers to ensure timely and accurate registration of securities.
Assistant Registrar, Stock Market Registry
Image Registrars
01.2006 - 06.2008
- Verify and process company and securities registration documents
- Maintain accurate records of company and securities registrations and filings
- Liaise with market participants such as CDSC, Stockbrokers and Investment bankers to ensure timely and accurate registration of securities.
Education
Bachelor's Degree in Economics and Sociology (Double Major) -
University of Nairobi, Kenya
01.2001 - 05.2007
Kenya Certificate of Secondary Education - undefined
Kabarnet High School
01.1996 - 05.1999
Skills
Excellent selling skills
Strong administrative skills
Excellent customer service skills
Effective team management skills
Strong compliance and regulatory knowledge
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
Excellent report writing skills
Strong coaching skills
Effective budgeting and forecasting skills
Excellent leadership skills
Personal Information
- Date of Birth: 11/10/80
- Gender: Male
- Nationality: Kenyan
References
- Ruth Kamau, Branch Manager, Co-operative Bank of Kenya, Githunguri Branch, +254721724682, rkamau@co-opbank.co.ke
- Jennifer Wambua, Regional Operations Excellence Manager, Nairobi East Region, +254721423362, jwambua@co-opbank.co.ke
- Vickie Cherotich, CEO Image Registrars Limited, +254720848250, cherotich.vickie@image.co.ke
Accomplishments
- Led a team of 10 staff members at Githunguri branch to be the leading branch in Nairobi East region in Audit rating.
- Led a team of 10 staff members at Githunguri branch to be the leading branch in Nairobi East region in Compliance rating.
- Led a team of 10 staff members at Githunguri branch to be the leading branch in Nairobi East region in Customer Service rating.
Timeline
Car Restoration and Salesperson
Dial a Spare Enterprise
11.2022 - Current
Operations/Service Manager
Co-operative Bank of Kenya
07.2017 - 10.2022
Customer Experience Officer
Co-operative Bank of Kenya
01.2014 - 06.2017
Cash Officer
Co-operative Bank of Kenya
01.2012 - 12.2013
Section Head, Shares Department
Co-operative Bank of Kenya
08.2008 - 12.2011
Assistant Registrar, Stock Market Registry
Image Registrars
01.2006 - 06.2008
Bachelor's Degree in Economics and Sociology (Double Major) -
University of Nairobi, Kenya
01.2001 - 05.2007
Kenya Certificate of Secondary Education - undefined
Kabarnet High School
01.1996 - 05.1999