Jane Wanjiku
Nairobi
Summary
Customer service professional with 5+ years of experience in Operations. Highly knowledgeable in KYC, AML, and data management tools.
Overview
6
6
years of professional experience
Work History
Customer Success Associate-International Banking and Payments
Equity Group Holdings PLC
03.2023 - Current
- Customer support closing on 1000+ transaction inquiries monthly while ensuring adherence to compliance regulations
- Initiated communication strategies across departments such as IT, SWIFT, that established better workflows and increased our CSAT score by 10%.
- Investigated and resolved a recurring technical issue affecting the IMT partners, resulting in a 20% reduction in related support tickets.
- Transaction monitoring and working with the compliance department to monitor and flag suspicious activities in line with the regulatory standards.
- Preparation of reports on transactions volume and count.
Relationship Officer- Operations and Service
Equity Bank Kenya Limited
01.2019 - 03.2023
- Provided support to customers, handled enquiries and resolved customers’ disputes
- Opened accounts, issued ATM cards, and enrolled clients on digital platforms
- Processed cheques, cash, SWIFT, RTGS, and IMT transactions
- Reconciled cash register at the end of day by balancing all cash.
Education
Executive Certificate of Proficiency - Insurance
College of Insurance
Nairobi, Kenya07-2024
Procurement And Logistics Management - Business
Multimedia University of Kenya
Nairobi, Kenya10-2019
Skills
- Technical skills: Oracle Service Cloud, Finacle, MS Office Suite
- Soft Skills: Teamwork, Issue resolution, Proficient in Service Cloud software
- Customer Support: Customer Relationship Management (CRM), Ticketing Systems, Call Center Management
- Languages: English, Swahili
Accomplishments
- Awarded for maintaining an NPS core of 95% in Q2 2024.
- Awarded Moody's Analytics Certification for completing Elevating the Customer Experience course.
Certification
Moody's Analytics Certification in Elevating the Customer Experience course
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Interests
Basketball, Travelling Social Media, Reading
Software
Finacle, Oracle Service Cloud, MS Office Suite
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursHealthcare benefitsPaid time offPaid sick leave4-day work weekTeam Building / Company RetreatsPersonal development programsWork from home optionTimeline
Customer Success Associate-International Banking and Payments
Equity Group Holdings PLC
03.2023 - Current
Relationship Officer- Operations and Service
Equity Bank Kenya Limited
01.2019 - 03.2023
Executive Certificate of Proficiency - Insurance
College of Insurance
Procurement And Logistics Management - Business
Multimedia University of Kenya
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