JANE KIMOTHO
CUSTOMER EXPERIENCE
Ruiru,NAIROBI
Summary
High energy and client focused professional with a wealth of over 7 years’ multi-disciplinary experience in customer service, banking operations, data management and sales in well-established institution. Recognized for improving operations, influencing business growth and increasing profit. Expert in optimizing financial data and reporting to support strategic decision making and identify operational efficiencies. Known for resolving issues, increasing customer satisfaction and maintaining cohesive relationships with co-workers and management. Strong history of client acquisition and providing individualized solution. Pleasant personality, courteous demeanor, and neat appearance. Brings years of multi-disciplinary experience and looking to gain new insights and skills to enhance the business operations of your company.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Customer Experience Executive
Safaricom PLC
04.2018 - Current
- Providing timely and first hand Resolutions to customer problems and answering queries.
- Following up and escalation of customer issues pending resolution.
- Creating rapport with customers while advising them on how to use Safaricom products and services.
- Communicating courteously with customers by telephone, email, letter and face to face.
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
- Solved customer problems and issues relating to Safaricom services.
- Providing a one stop total solution to every customer through cross/ up selling of all Safaricom products to customer.
- Giving high quality retail customer service in all interactions with customers that meets individual &Net Promoter Score target.
- Updating customer records accurately on systems and databases and ensured that they meet KYC procedures
- Escalating customer issues and followed up to ensure they were closed within agreed SLA.
- Providing comprehensive and accurate reports on escalated issues, status, action taken and recommendations.
Data Entry Clerk
Kenyatta University
01.2016 - 04.2018
- Managed data and coordinated general office tasks such as filing, recording, photocopying.
- Ensured that water and electricity bills were received from K.P.L.C and Nairobi Water Company and took them to payments department.
- Ensured that tenants living within the campus had been deducted rent and water charges from their salaries
- Kept a record of electricity and water payments for the year.
- Created data base which could be used in future by various departments.
Sales Executive
Thermoteq Limited
08.2016 - 10.2016
- Identify sales leads, pitch, and close new business deals with existing and new clients
- Establish and maintain contact and good relationships with clients
- Create and increase brand awareness and manage digital media platforms.
- Contact new and existing customers to discuss their needs and to explain how specific products and services can meet these needs.
- Collaborate with colleagues to exchange information, such as selling strategies and marketing information
- Follow up with customers to make sure they are satisfied with their purchases and to answer any questions or concerns
- Expanding the employer's customer base and providing product training to retail clients.
Sales Executive
CIC Insurance Group
05.2016 - 08.2016
- Developed company's suitable asset portfolios and recommended CIC insurance products and services.
- Answered customer inquiries regarding coverage levels and inform them of the policy enhancement to ensure customer satisfaction.
- Identified and developed a pool of prospects as a long term source of clients by direct soliciting, referrals, social and business events, CIC sponsored events and personal contacts.
- Identified opportunities and provided Market intelligence to the company on ordinary life products.
- Ensured continued service to the client by providing the requisite information and documentation together with contact information to ensure claims and any adjustment to policies were made in a timely manner; and liaised with service departments to this end.
Accounts Payable
Distell Winemasters
12.2015 - 03.2016
- Monitored expenditure and payments through the general ledger and vote book.
- Authorized payment vouchers and committal documents in accordance with laid down regulations
- Reviewed all audit queries touching creditors and prepared credible responses.
- Ensured safe custody of financial and non-financial assets and all accountable documents.
- Verify and calculate all extensions and totals on invoices (calculating and taking discounts when applicable).
- Reconciled accounts payable and supplier statements to confirm completeness and support payment process.
Account Receivables
Distell Winemasters
05.2014 - 12.2015
- Verified validity of account discrepancies by obtaining and investigated information from sales, customer service departments, and from customers.
- Updated and reconciled the accounts receivable ledger in the financial management system.
- Summarized receivables by maintaining invoice accounts; coordinating monthly transfer to accounts receivable account; verifying totals; preparing report.
- Performed day to day financial transactions, including verifying, classifying, computing, posting and recording accounts receivables' data.
- Tracked daily, weekly payment, receiving money from pay bill into QuickBooks.
- Reconciled client's statements to ensure that all payments were accounted for and properly posted sending them the balances.
Deputy Presiding Officer
Independent Electoral and Boundaries Commission
01.2013 - 01.2013
Intern
National Bank of Kenya
04.2012 - 06.2012
Auditor
Kenyatta University
11.2011 - 11.2011
Teacher
Pony ways academy
05.2010 - 08.2010
Education
Bachelor of Commerce - Finance Option
Kenyatta University
01-2013
Certified Public Accountant - undefined
KASNEB
Kenya Certificate of Secondary Education - undefined
Gatanga Girls Secondary School
01-2005
Skills
Banking Financial Transaction Expertise
Bank Security Systems
International Finance Knowledge
Customer relationships
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Complaint resolution
Payment processing
Client relations
Customer satisfaction measurement
Professional telephone demeanor
Microsoft outlook
Scheduling
Follow-up skills
Call management
Product knowledge
Paperwork processing
Team development
Documentation
Administrative support
Microsoft Office Suite
Microsoft PowerPoint
Data collection
Customer relationship management (CRM)
De-escalation techniques
Technical support
Clerical support
Filing
Customer education
Product and service solutions
Team Leadership
Relationship-building
Cash Flow Management
Risk Management
Accomplishments
- Built lasting relationships with all bank clients and ensured the systems and resources in place to deal with any of their queries in less than 24-hours and shared feedback where closure wasn't possible within the set TAT.
- Provided personalized and impeccable services to eligible Customers on a day-to-day basis.
- Reduced TAT in resolution of customer instructions through efficient use of CRM.
- Identified potential opportunities and followed up on the same which increased revenue growth.
- Increased customer satisfaction levels by ensuring that the average time around time was decreased.
- Established good working relationship with the team and the clients.
- Improved relationships with the suppliers and vendors and reduced delivery time.
- Streamlined balance specification report to ensure timely reconciliation of customer accounts.
- Initiated sound internal control systems which reduced bad debts and ensured timely payments.
- Implemented corrective measures for ensuring minor accounting discrepancies do not transpire.
- Developed new and complex spreadsheets to help produce the monthly management accounts much quicker, reducing the production time.
Certification
Improve your Business Training, P.C.E.A Membley Church, December 2012.
Timeline
Customer Experience Executive
Safaricom PLC
04.2018 - Current
Sales Executive
Thermoteq Limited
08.2016 - 10.2016
Sales Executive
CIC Insurance Group
05.2016 - 08.2016
Data Entry Clerk
Kenyatta University
01.2016 - 04.2018
Accounts Payable
Distell Winemasters
12.2015 - 03.2016
Account Receivables
Distell Winemasters
05.2014 - 12.2015
Deputy Presiding Officer
Independent Electoral and Boundaries Commission
01.2013 - 01.2013
Intern
National Bank of Kenya
04.2012 - 06.2012
Auditor
Kenyatta University
11.2011 - 11.2011
Teacher
Pony ways academy
05.2010 - 08.2010
Kenya Certificate of Secondary Education - undefined
Gatanga Girls Secondary School
Certified Public Accountant - undefined
KASNEB
Bachelor of Commerce - Finance Option
Kenyatta University