IMELDA J. K. NASE
Nairobi
Summary
Seasoned Financial Service practitioner with exceptional experience in banking services, offering premium customer experience. Rich experience in managing the business segment; achieving revenue growth of 76% in my portfolio. As a self-motivated, versatile professional with a strong work ethic; I am a dedicated team player looking forward to utilizing my skills and expertise to contribute to the financial success of the company. What sets me apart is my level of experience having dealt with clients from all business sectors and understanding the varied risks and opportunities associated with various industries.
Overview
17
17
years of professional experience
Work History
Business Relationship Manager
Arrow Head Consult
07.2023 - Current
- I provide financial analysis, insurance, business advisory and debt management services
- SME and agribusiness customer relationship management, deepening client wallet and cross-selling thus improving financial performance by 12%
- Qualitative and quantitative customer analysis to identify potential risks or opportunities for client financial improvement; including SWOT analysis
- Offering quality customer experience thus increasing client base by 65% due to increased referrals
- Training agribusinesses on quality record keeping and produce value addition for improved profitability
Branch Relationship Manager
KCB Bank Kenya Limited
01.2016 - 01.2023
- Key contact point for the SME and Agribusiness Customer Portfolio; both Islamic and conventional
- Financial analysis and credit assessment on applications to establish customer creditworthiness; risk profiling and analysis to verify information and mitigate fraud
- Growth and maintenance of the portfolio by offering quality customer experience, timely credit appraisals and cross-selling leading to 176% customer increase
- Account opening and maintenance to ensure delightful customer experiences
- Authoring quality credit proposals, ensuring criteria is met; and data accurately analyzed; also providing feedback to help improve our criteria
- Consistent follow up of approvals and maintenance of comprehensive, updated loans database
- This resulted in 149% approval rate
- Providing senior management with timely business reports, reviewing strategies and training the growth team to equip them with knowledge for enhanced productivity
Customer Service Rep, Premium Banking
KCB Bank Kenya Limited
02.2016 - 05.2016
- Meticulously handed high-net-worth customers; ensuring their interaction with the bank was delightful leading to 171% increase in deposits
- Providing customers with accurate, high standards of customer service in a timely and professional manner
- This resulted in 189% increase in non-interest income
- Organizing branch engagements to handle matters that are affecting our customers and having a consensus on dealing with such matters thus improving branch customer rating from 2.6 to 4.1
- Effective communication of information exceeding customer expectations; and clear organized record management
Debt Recovery Consultant
KCB Bank Kenya Limited
01.2012 - 01.2016
- Responsible for recovery of bad & doubtful loans
- Achieved exemplary results in managing a personal, Corporate and Mortgage portfolios leading to attainment of 70% reduction in bad corporate loans by strategic debt restructuring
- Organizing monthly meetings between Senior Credit Manager, Legal experts and corporate defaulters for intricate debt restructuring leading to 27% increased restructures
- Adequate preparation of senior management strategic papers; including statistical and analytical data for review by the Credit Board
- Provided monthly data for CRB reporting, promptly sending regulator returns as required
Credit Controls Consultant
KCB Bank Kenya Limited
01.2008 - 01.2012
- Monitoring, maintenance and evaluation of the credit card portfolio
- Customer retention to ensure 100% utilization within prescribed conditions
- Analysis of customer financial data for qualification for credit card products
Education
Certificate of Proficiency (COP) - Insurance
College of Insurance
11-2021
MBA - International Business
University of Nairobi
12-2015
B. Arts - Business Administration
Kenyatta University
12-2007
CPA I -
Strathmore University
12-2002
Skills
- Credit Analysis
- stakeholder management
- Customer Centric
- Risk Management
- Creative problem solving
- Effective customer communication
- Financial acumen
- Interpersonal Skills
- Presentation Skills
Accomplishments
- Outstanding Cross-selling, Awarded in Top 50 in the country at KCB Bank after cross-selling Insurance product to business customers.
- Customer Experience Improvement, Improved the customer reception and feedback process at Arrow Head Consult, increasing repeat business by 15%.
- Debt Repayment Rate Increase, Increased the debt repayment rate by 45% at KCB Bank through effective communication and follow up.
References
- Kevin Lewis, Lead Consult, Arrow Head Consult, 0722 779294
- Geoffrey Ichaba, Manager, KCB Retail Division, 0720 653494
- Amina Jillo, Manager, KCB Credit Division, 0711 554403
Timeline
Business Relationship Manager
Arrow Head Consult
07.2023 - Current
Customer Service Rep, Premium Banking
KCB Bank Kenya Limited
02.2016 - 05.2016
Branch Relationship Manager
KCB Bank Kenya Limited
01.2016 - 01.2023
Debt Recovery Consultant
KCB Bank Kenya Limited
01.2012 - 01.2016
Credit Controls Consultant
KCB Bank Kenya Limited
01.2008 - 01.2012
Certificate of Proficiency (COP) - Insurance
College of Insurance
MBA - International Business
University of Nairobi
B. Arts - Business Administration
Kenyatta University
CPA I -
Strathmore University
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