Irene Joy Mwanaakenya

· Leading operational efficiency initiatives, thus ensuring service excellence.

· Developing lean operational processes, ensuring 100% turnaround time (TAT) compliance.

· Managing client/vendor onboarding, credit verification, and compliance enforcement.

· Conducting risk assessments and implementing process improvements.

· Spearheading process automation thus reducing turn around times by 30%

· Resolving issues/escalations related to client onboarding and credit issues.

· Coordinating scheduling, facilities upkeep, office supplies and meeting logistics

· Facilitating interdepartmental communication to ensure operational alignment

· Led a high-performing team providing multi-channel support to multi-cultural and international clients including VIP users across email, chat, and phone.

· Ensured timely resolution of escalated concerns, achieving a 30% improvement in client satisfaction.

· Delivered professional and culturally sensitive support to users from diverse backgrounds, mirroring global hospitality standards.

· Trained new hires on communication etiquette, service recovery techniques, and handling sensitive customer interactions.

· Maintained detailed records of client interactions to personalize service and ensure continuity.

· Regularly collaborated with technical, product, and operations teams to streamline client service delivery.

• Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
• Developed and maintained strong relationships with key clients, fostering long-term partnerships.
• Addressed customer complaints and mitigated dissatisfaction by employing timely, on-point solutions.
• Maintained detailed records of all service interactions, ensuring that accurate client information was available for follow-up actions.
• Handled sensitive client documentation and inquiries with confidentiality and discretion.
• Conducted face-to-face and remote client support for complex banking needs, mirroring front-office hospitality protocols.
• Maintained operational excellence under pressure, including time-sensitive requests, and regulatory escalations.

• Handled walk-in clients with warmth and professionalism, ensuring a seamless branch experience.
• Ensured compliance and accuracy in onboarding, documentation, and transactions.
• Maintained high levels of customer retention through exceptional service and follow-up communication.
• Provided comprehensive after-sales support, ensuring a positive experience that led to referrals and new client acquisitions.
• Completed call documentation while speaking with customers.
• Handled calls promptly and with courteous professionalism.
• Utilized CRM tools to manage and track customer interactions, ensuring accurate record-keeping and timely followups.
• Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
• Developed strong relationships with clients, fostering loyalty and repeat business for the company.