JANE MUSUNZA
NAIROBI,8079
Summary
Dynamic and results-driven banking professional with over 10 years of progressive experience in retail banking, customer relationship management, team leadership, and digital transformation. Adopt in driving branch performance through strategic sales, operational excellence, and staff coaching. Demonstrated success in optimizing customer experience, growing digital channel usage, managing credit risk, and leading frontline teams. Currently pursuing a Master’s in Entrepreneurship and CPA Part II, underscoring strong financial acumen and leadership capacity.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Previous Roles (Before 2015)
- Data Entry Clerk – Swift ARM Solutions
- Facilitator – World Vision (Waita)
- Supervisor – INNOCODE Kenya
- Accountant – Mercbima International Ltd
- Instructor – Westford International College
- Voter Educator – IEBC
- Data Collector – African Harvesters Foundation
- Sales Representative – Oriflame international company
SME Relationship Manager
KCB Bank Kenya LTD, Nyeri branch
03.2024 - Current
- Lead front-office operations and coordinate cross-functional teams to achieve branch sales and service targets.
- Drive branch digital strategy by promoting uptake of mobile (Mobi) and internet banking platforms.
- Monitor and manage operational risks, customer satisfaction, and compliance metrics.
- Built strong customer relationships and provided tailored financial advice to promote long-term client engagement.
- Assist clients with loan applications, credit analysis and documentation.
- Ensured compliance with internal controls, regulatory policies, and KYC/AML requirements.
Teller
KCB Bank Kenya LTD, Village Market branch
11.2022 - 02.2024
- Processed daily cash and non-cash transactions while enforcing strict compliance to operational controls.
- Supported cross-selling initiatives by identifying customer needs and making appropriate referrals.
- Managed an exceptional score of 4/5 on my score card.
Customer Service Consultant
KCB Bank Kenya LTD, Wote Branch
09.2021 - 11.2022
- Led service desk operations, ensuring superior service delivery and issue resolution.
- Applied CRM tools to monitor client interactions, support decision-making, and improve customer retention.
- Mentored junior staff on service protocols and complaint handling.
Universal Direct Sales Representative
KCB Bank Kenya LTD, Wote Branch
03.2018 - 09.2021
- Grew branch’s customer base, personal Loan and deposit book by executing relationship-based sales strategies.
- Collaborated with branch management to develop and implement grassroots marketing campaigns.
Digital Consultant Direct Sales Representative
KCB Bank Kenya LTD, Wote Branch
03.2015 - 01.2018
- Worked as branch digital banking champion, spearheading awareness campaigns and user onboarding for KCB’s digital platforms such as mobile banking and internet banking.
- Worked closely with operations team to identify product gaps and optimize customer experience.
- Participated in central region innovation committee where i was selected as best digital consultant in the region to deliberate on innovative ideas and best practices to grow digital banking.
Education
Masters of Science - Entrepreneurship
Jomo Kenyatta University of Agriculture And Technology
Nairobi11-2025
Bachelor of commerce - Finance
University of Nairobi
Lower Kabete12.2012
Kenya Certificate of Secondary Education -
Nzeluni Girls Secondary School
Mwingi12.2008
Kenya Certificate of Primary Education - KCPE
Tseikuru Pri-boarding School
Mwingi12-2004
Skills
- Branch Operations & Compliance
- Retail Banking Leadership
- Team Supervision & Staff Coaching
- Credit Analysis & Portfolio Management
- Sales Strategy & Execution
- Digital & Mobile Banking Growth
- Customer Relationship Management (CRM)
- Financial Planning & Forecasting
Accomplishments
- Awarded as Top Direct Sales Performer in Central Region; recognized for exceeding sales and onboarding targets.
- Successfully led internal fire & safety training, strengthening operational safety standards at Village Market.
- Recognized for excellence in customer service at Wote Branch.
Certification
- CPA(Certified Public Accounting) PART 11-KASNEB (In progress)
- Cyber Security Fundamentals- IBM Skillbuild
- Accounting Packages (QuickBooks, Sage, Pastel) – Umbrella College Nairobi
- Graphics packages - Umbrella College Nairobi
- Computer Applications (MS Office Suite, Word, Excel, Access, Power Point, Internet and Email) – Bemicom College Nairobi
Languages
English, Kiswahili, Kamba
PERSONAL DETAILS
- Gender: Female
- Nationality: Kenyan
- Marital Status: Single
- Religion: Christian
Timeline
SME Relationship Manager
KCB Bank Kenya LTD, Nyeri branch
03.2024 - Current
Teller
KCB Bank Kenya LTD, Village Market branch
11.2022 - 02.2024
Customer Service Consultant
KCB Bank Kenya LTD, Wote Branch
09.2021 - 11.2022
Universal Direct Sales Representative
KCB Bank Kenya LTD, Wote Branch
03.2018 - 09.2021
Digital Consultant Direct Sales Representative
KCB Bank Kenya LTD, Wote Branch
03.2015 - 01.2018
Previous Roles (Before 2015)
Masters of Science - Entrepreneurship
Jomo Kenyatta University of Agriculture And Technology
Bachelor of commerce - Finance
University of Nairobi
Kenya Certificate of Secondary Education -
Nzeluni Girls Secondary School
Kenya Certificate of Primary Education - KCPE
Tseikuru Pri-boarding School
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