James Muteti Kimeu
Banker: Customer Experience Consultant, Teller, Contact Centre Consultant, Agency Banking & Merchants consultant
90131 Tala
Summary
I am a results- driven career banker adept at driving significant growth and enhancing customer satisfaction, I leveraged problem-solving and effective communication skills at KCB Bank Kenya Ltd to expand the number of Bank Agents by over 250% and Merchants by 300%. My strategic planning and leadership ensured long-term success and a notable increase in branch revenue by 48%.
Experienced and motivated banker with track record of success across wide range of roles held. Possesses exceptional interpersonal, problem-solving and analytical skills to improving business performance. Experienced in all aspects of branch and contact centre operations.
I bring a combination of soft skills such as communication, team work and over 10 years of banking sector experience. I am currently seeking an opportunity to apply my experience and wealth of knowledge to drive organizational success.
Overview
12
12
years of professional experience
Work History
Branch Channels Consultant
KCB Bank Kenya Ltd
04.2021 - Current
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for Bank Agents and Merchants.
- Managed to grow number of Bank Agents at the branch from 36 to 131.
- Managed to grow number of merchants at the branch from 11 to 44.
- Achieved an increase of commissions and turnover received from the branch merchants from 67% to 110%.
- Grew branch Agents revenue from 36% to 84%.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Improved customers satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Delivered outstanding service to Bank agents and Merchants to maintain and extend relationship for future business opportunities.
- Ensured all Bank agents and merchants POS terminals are in good working state hence 100% terminals activity.
- Monthly training of Bank Agents and Merchants on AML and CBK prudential guidelines.
Teller and Cash Custodian
KCB Bank Kenya Ltd
01.2019 - 03.2021
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Ensured branch cash fault is balanced as well as Tellers Tills while acting as custodian.
Customer Experience Consultant
KCB Bank Kenya Ltd
07.2016 - 12.2018
- Delivered outstanding service to customers to maintain and extend relationship.
- Created and developed detailed work plans to meet business set KPI's and deadlines.
- Enhanced communication among team members, fostering a collaborative and supportive work environment.
- Processing of customers debit cards.
- Making order of customers' cheques books and credit cards.
- On boarding on customers various banks channels: internet banking, quick pay and mobile banking
- Account opening for new customer and existing customers.
Contact Centre Executive
KCB Bank Kenya Ltd
11.2012 - 06.2016
- Reduced average call handling time with the implementation of advanced communication techniques and thorough product knowledge.
- Contributed to business growth by upselling additional products or services when appropriate during customer interactions.
- Enhanced customer satisfaction by effectively resolving complex issues and providing timely solutions.
- Enhanced customers complaints resolution in done within 24 hours by creating Branch Service recovery team.
- Testing of various branch new systems before roll out to branches.
- Bulk sms and email campaigns to customers.
Education
Bachelor of Commerce - Accounting
Egerton University
Kisii Campus 04.2001 -
Skills
Problem-Solving
Customer Relationships
Data analysis
Team work
Effective and soft communication
Strategic planning
Time management
Leadership
Quality Assurance
Cultural Awareness
Delivery Assurance
Accomplishments
KCB Kenol Town Branch Employee of the Year 2022.
KCB Thika Branch Teller of the year 2020.
Among team selected to conduct end users tests and roll out of Core banking system from T24r8 to T24r14 in 2016.
Among team selected to conduct end users tests and roll out of Electronic customer relationship management (e-CRM) in 2015.
Among team selected to conduct Business Continuity Plan quarterly in event of disaster at Bank disaster recovery site from 2013 to 2016.
Timeline
Branch Channels Consultant
KCB Bank Kenya Ltd
04.2021 - Current
Teller and Cash Custodian
KCB Bank Kenya Ltd
01.2019 - 03.2021
Customer Experience Consultant
KCB Bank Kenya Ltd
07.2016 - 12.2018
Contact Centre Executive
KCB Bank Kenya Ltd
11.2012 - 06.2016
Bachelor of Commerce - Accounting
Egerton University
04.2001 -
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