Justine Motari Atunga
Branch Operations officer (Banking)
Summary
- Motivated branch operations officer with a passion for providing excellent customer service and exceeding expectations.
- Thorough team contributor with strong organizational capabilities, experienced in handling numerous projects simultaneously while ensuring accuracy.
- Effective prioritization skills enable consistent meeting of deadlines.
- Detail-oriented individual with exceptional communication abilities and a proven track record of handling multiple tasks effectively and efficiently in fast-paced environments.
- Recognized for proactive approach to identifying and addressing issues, always focusing on optimizing processes and supporting team objectives.
- Demonstrated success in team coordination and financial activities as a skilled branch operations officer.
Overview
13
13
years of professional experience
Work History
Branch Operations Officer
ECOBANK KENYA LIMITED
08.2019 - 04.2024
- Processing daily counter transactions for deposits and withdrawals to specified standards of quality.
- Cross-selling of bank products.
- General reconciliation and control activities, such as end-of-day payments reconciliation with vault movements.
- Processing of outward clearing cheques and posting of transactions to customer accounts.
- Reconciliation of operating accounts for daily control, such as audit proofing and general filing.
- Managing the customer service function, ensuring the delivery of quality service to customers.
- Account opening for walk-in customers.
- Card and Pin issuing, in conjunction with the BOM, for all cards.
- Onboarding customers onto digital channels.
- Maintenance and improvement of operational controls to ensure continuous proficiency.
- Receiving and processing TT and RTGS instructions.
- Increased revenue by identifying growth opportunities in the local market and executing targeted marketing campaigns.
- Addressed customer complaints effectively, restoring client confidence in our organization while preventing similar issues from arising again in the future.
- Contributed to overall company success by sharing best practices with colleagues at other branches and participating actively in cross-functional initiatives aimed at improving organizational performance on a larger scale.
- Balance daily cash and ATM, immediately documenting inaccuracies.
- Complied with established internal controls and policies.
- Maintained compliance with all regulations, policies, and procedures to minimize risk exposure for the organization.
Client Engagement Officer (Bank Contact Centre)
ECOBANK KENYA LIMITED
10.2015 - 08.2019
- Managing inbound calls and emails to Ecobank Kenya as per the defined KPIs.
- Supporting customers on debit and credit card queries.
- Capturing customer interactions on CRM as originating from inbound emails, or outbound calls.
- Writing detailed reports for all outbound campaigns conducted.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Care Representative
MKOPA Solar Kenya limited company
09.2013 - 08.2015
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Actively participated in weekly team meetings, discussing challenges faced, as well as solutions implemented towards improving overall departmental performance.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Contact centre Agent
Horizon contact centres(YU Mobile company)
09.2013 - 08.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships, and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Media Marketing Officer
Kenya Broadcasting Corporation (KBC)
09.2011 - 02.2012
- Increased brand awareness by implementing targeted marketing campaigns and strategies.
- Managed social media channels to boost online presence and engagement with consumers.
- Onboarded new customers efficiently by developing database listings, uploading information, and defining related lists.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Created engaging content for email marketing campaigns, increasing open rates and conversions.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
Education
Bachelor of Journalism and media studies-Public relations Option -
University of Nairobi
05.2011 - 05.2015
Diploma in Communication -
St Paul's' University
05.2010 - 05.2011
Certificate in Public Relations -
University of Nairobi
05.2011 - 05.2011
Kenya Certificate of Secondary education -
Njoro Boys High School
01.2006 - 05.2009
Kenya Certificate of Primary education -
St Andrew Kaggwa Boys' Primary School
01.2002 - 05.2005
Skills
Team Player with key focus on building and maintaining both Customer-organization relationships
Effective Communication Techniques with keen eye on process improvement strategies,Banking product understanding and excellent customer service
ICT Competence: Good command of Microsoft Office tools, data handling and processing, presentation, operating systems and internet
Time Management: Ability to prioritize work and manage tasks effectively within given deadlines
Communication Skills: I am an excellent communicator who effectively conveys information both verbally and in writing I am also a keen listener and gives prompt feedback
Time Management: Ability to prioritize work and manage tasks effectively within given deadlines
Training
- Attended customer service training run by financial Academy and technologies in association with Ecobank Kenya limited
- Attended financial crime sanctions and anti-money laundering training organized by Ecobank Kenya Limited
References
- Ms. Elizabeth Kioi, Ecobank Kenya, Contact centre manager, +254 723 123 407, Lizzykioi@gmail.com
- Ms. Josephine Gituma, Ecobank Kenya, Branch operations Manager-Nakuru Branch, +254 723 153 465, jgituma@ecobank.com
- Ms.Liz Makena Nyanchoka, Mkopa Solar limited company, Quality Analyst, +254 723 094 070, liz.nyanchoka@gmail.com
Timeline
Branch Operations Officer
ECOBANK KENYA LIMITED
08.2019 - 04.2024
Client Engagement Officer (Bank Contact Centre)
ECOBANK KENYA LIMITED
10.2015 - 08.2019
Customer Care Representative
MKOPA Solar Kenya limited company
09.2013 - 08.2015
Contact centre Agent
Horizon contact centres(YU Mobile company)
09.2013 - 08.2015
Media Marketing Officer
Kenya Broadcasting Corporation (KBC)
09.2011 - 02.2012
Bachelor of Journalism and media studies-Public relations Option -
University of Nairobi
05.2011 - 05.2015
Certificate in Public Relations -
University of Nairobi
05.2011 - 05.2011
Diploma in Communication -
St Paul's' University
05.2010 - 05.2011
Kenya Certificate of Secondary education -
Njoro Boys High School
01.2006 - 05.2009
Kenya Certificate of Primary education -
St Andrew Kaggwa Boys' Primary School
01.2002 - 05.2005