Nature walk
KARIMI MWARUKA
Relationship Manager
Nairobi,Kenya
Summary
Dynamic Banking Professional: Expert in Advancing Services, Cultivating Client Relationships, and Driving Growth. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
15
15
years of professional experience
12
12
years of post-secondary education
2
2
Languages
Work History
Freelance Trade Finance Specialist
Euro Exim Bank
Nairobi , Kenya
2023.11 - 2024.04
- Introduced and promoted Euro Exim Bank's products resulting in 30% increase in product awareness in kenya.
- Conducted extensive market research in Kenya territory, identifying potential customers and market trends.
- Analyzed competitor offerings and market demands to tailor Euro Exim Bank's products effectively.
- Successfully promoted banking services, fostering both local and international trade.
- Executed effective client acquisition strategies, building strong client base in Kenya.
- Ensured compliance with regulatory requirements and banking policies during account opening procedures.
- Achieved 20% growth in client base within three months of implementation.
Senior Universal Banker
Standard Chartered Bank
Nairobi , Kenya
2020.04 - 2022.07
- Exceeded sales goals by 20% through cross-selling and upselling various financial products.
- Developed and implemented new strategies, reducing wait times for customers by 30% in daily banking operations.
- Delivered exceptional customer service, resulting in 15% increase in client retention rates.
- Contributed to successful launch of new banking products, leading to 25% increase in sales within first quarter.
- Navigated challenging conversations with customers, resulting to 10% increase in successful debt management strategies implemented.
- Ensured adherence to anti-money laundering protocols, resulting to 95% compliance rate during account opening procedures.
- Evaluated customer feedback, leading to 20% improvement in service delivery and customer satisfaction.
- Educated customers on online banking and mobile banking applications, resulting to 25% increase in digital adoption rates.
- Trained new hires on customer service policies and procedures, resulting to 30% decrease in onboarding time.
- Managed risk exposure, resulting to 15% decrease in loan defaults.
- Streamlined loan application processes, reducing turnaround times by 40%.
- Coordinated community outreach initiatives, resulting to 50% increase in brand awareness and positive relationships.
- Led employee training sessions, resulting to 20% increase in product knowledge among team members.
- Managed escalated phone calls, achieving 90% resolution rate and improved customer satisfaction.
- Strengthened client relationships, resulting to 20% increase in client referrals.
- Mentored junior bankers, resulting to 25% improvement in their performance metrics.
- Checked accounts for fraud, leading to 30% decrease in fraudulent activities detected.
- Managed high-net-worth client portfolios, resulting to 15% increase in portfolio returns.
- Managed time efficiently, completing tasks within deadlines, with 95% on-time completion rate.
- Developed strong communication and organizational skills, resulting to 20% improvement in team collaboration.
- Proven ability to develop and implement creative solutions to complex problems, resulting 25% increase in process efficiency.
- Applied effective time management techniques, meeting 100% of tight deadlines consistently.
- Skilled at working independently and collaboratively to team environment, resulting to 20% increase in team productivity.
- Demonstrated strong organizational and time management skills, managing multiple projects simultaneously with 95% success rate.
- Worked well in team setting, providing support and guidance, resulting in 20% increase in team cohesion and morale.
- Educated customers on online banking and mobile banking applications resulting to 85% conversion rate.
Universal Banker
Standard Chartered Bank
Nairobi , Kenya
2014.04 - 2020.03
- Created and maintained detailed database, leading to 25% increase in promotional sales effectiveness.
- Maintained up-to-date knowledge, resulting in 10% increase in successful product and service changes implementation.
- Developed highly empathetic client relationships, exceeding service standard goals by 20% and achieving 95% customer satisfaction rating.
- Trained staff on operating procedures and company services, resulting in 30% improvement in service delivery consistency.
- Championed adoption of new technologies and tools, leading to 25% increase in customer support process efficiency and 20% improvement in overall productivity.
- Cross-trained and backed up other customer service managers, ensuring seamless transition during absences and increasing team flexibility by 30%.
- Analyzed customer feedback data, identifying trends and actionable insights, resulting in 15% increase in customer satisfaction scores.
- Established strong rapport with customers, leading to 20% increase in repeat business and referrals.
- Investigated and resolved customer inquiries and complaints quickly, achieving 90% resolution rate within 24 hours.
- Liaised with sales, marketing, and management teams, resulting in 15% increase in alignment of objectives and collaborative project successes.
- Evaluated business reports, building action plans to offset negative trends, resulting in 10% increase in revenue and 20% decrease in customer churn.
- Implemented and developed customer service training processes, resulting in 25% increase in service quality metrics.
- Increased efficiency and team productivity, promoting operational best practices, resulting in 20% reduction in response times and 15% increase in task completion rates.
Customer Experience Officer - Priority Banking
Standard Chartered Bank
Nairobi , Kenya
2014.01 - 2014.03
- Created and maintained detailed database, leading to 25% increase in promotional sales effectiveness.
- Maintained up-to-date knowledge, resulting in 10% increase in successful product and service changes implementation.
- Developed highly empathetic client relationships, exceeding service standard goals by 20% and achieving 95% customer satisfaction rating.
- Trained staff on operating procedures and company services, resulting in 30% improvement in service delivery consistency.
- Championed adoption of new technologies and tools, leading to 25% increase in customer support process efficiency and 20% improvement in overall productivity.
- Cross-trained and backed up other customer service managers, ensuring seamless transition during absences and increasing team flexibility by 30%.
- Analyzed customer feedback data, identifying trends and actionable insights, resulting in 15% increase in customer satisfaction scores.
- Established strong rapport with customers, leading to 20% increase in repeat business and referrals.
- Investigated and resolved customer inquiries and complaints quickly, achieving 90% resolution rate within 24 hours.
- Liaised with sales, marketing, and management teams, resulting in 15% increase in alignment of objectives and collaborative project successes.
- Evaluated business reports, building action plans to offset negative trends, resulting in 10% increase in revenue and 20% decrease in customer churn.
- Implemented and developed customer service training processes, resulting in 25% increase in service quality metrics.
- Increased efficiency and team productivity, promoting operational best practices, resulting in 20% reduction in response times and 15% increase in task completion rates.
Clerk
Standard Chartered Bank
Nairobi , Kenya
2009.10 - 2013.12
- Ensured confidentiality of sensitive documents, resulting in 95% compliance rate with data protection regulations and zero reported breaches.
- Coordinated travel arrangements, leading to 20% reduction in travel expenses and 30% increase in travel efficiency.
- Managed incoming calls professionally, achieving 90% customer satisfaction rating and reducing call transfer times by 25%.
- Routed business correspondence, documents, and messages accurately, resulting in 15% increase in interdepartmental communication efficiency.
- Fostered operational efficiency and compliance, leading to 20% decrease in policy violations and 25% increase in process adherence.
- Processed incoming and outgoing mail and packages promptly, resulting in 95% on-time delivery rate and 30% reduction in shipping errors.
- Strengthened relationships with vendors, resulting in 15% increase in vendor satisfaction ratings and 20% decrease in dispute resolution time.
- Monitored office supplies, reducing stock shortages by 40% and optimizing inventory levels to minimize excess storage costs by 25%.
- Provided exceptional customer service, leading to 20% increase in internal stakeholder satisfaction and 25% increase in client and vendor retention rates.
- Streamlined invoicing process, resulting in 30% decrease in invoice processing time and 20% reduction in billing errors.
Education
MBA - Strategic Management
Moi University
Nairobi, Kenya 2020.01 - Current
Bachelor of Arts - Economics And Business Studies
Kenyatta University
Nairobi, Kenya 2004.09 - 2008.12
High School Diploma -
Loreto High School
Limuru, Kenya 1999.02 - 2002.11
Skills
Interpersonal Communication
undefinedMilestones
- I led in-depth assessments of financial needs, developed precise budgets, and devised strategic financial plans crucial for securing significant resources for the clients. This resulted in KES 10 million in funding for clients, exceeding their initial financial needs by 20%.
- I cultivated lasting relationships with high-value clients, resulting in consistently strong investment portfolios. This resulted in Increased client portfolio value by 25% over a two-year period.
- I mastered negotiations, securing favorable terms and lucrative deals for financial products, consistently surpassing sales targets. This exceeded sales targets by 30%, generating KES 5 million in revenue through negotiated deals.
- I identified profitable investment opportunities and optimized financial strategies for maximum returns achieving a 15% annual return on investment for clients
- I directed complex projects, effectively prioritizing tasks and ensuring seamless execution within tight deadlines, ensuring operational efficiency and client satisfaction. This led to completion of a critical project three months ahead of schedule, saving KES 500,000 in operational costs.
- I delivered complex financial information clearly and precisely, enhancing client trust and satisfaction. This improved client satisfaction by 20% through enhanced communication of financial data and strategies.
- I navigated dynamic banking environments with resilience and agility, adapting to evolving regulations and market conditions. This resulted to 10% increase in revenue amidst market fluctuations
- I demonstrated unwavering adherence to ethical standards, fostering trust and credibility with clients and stakeholders. This resulted in 95% client retention rate over five years
- I Provided inspirational leadership, mentoring junior staff and fostering a collaborative team environment. This led to Increased team productivity by 15% and reduced turnover by 25% through effective leadership and mentorship.
Tel
(+254) 723 701935
Personal Information
Nationality: Kenyan
Volunteer Experience
- NAVNET (National Volunteer Network), Volunteer teacher at Thomas Barnardo’s children’s home.
- Standard Chartered Bank Kenya, Participated in tree planting sustainability initiatives.
- Karura Community Chapel, Visiting and providing care to the sick and elderly in the community., Providing administrative support in the children’s ministry.
References
- Duncan Micheni, Senior Custody Services Analyst, Standard Chartered Bank Kenya, (+254) 729 697 636, micheniduncanm@gmail.com
- Eric Munene, Director of IT, Andela, (+254) 723 040 384, erikmunene@gmail.com
- Alice Gitonga, Senior Relationship Manager - Business Banking, Standard Chartered Bank Kenya, (+254) 721 443 341, Alice.Gitonga@sc.com
Interests
Reading
Quote
Either write something worth reading or do something worth writing.
Benjamin Franklin
Timeline
Freelance Trade Finance Specialist
Euro Exim Bank
2023.11 - 2024.04
Senior Universal Banker
Standard Chartered Bank
2020.04 - 2022.07
MBA - Strategic Management
Moi University
2020.01 - Current
Universal Banker
Standard Chartered Bank
2014.04 - 2020.03
Customer Experience Officer - Priority Banking
Standard Chartered Bank
2014.01 - 2014.03
Clerk
Standard Chartered Bank
2009.10 - 2013.12
Bachelor of Arts - Economics And Business Studies
Kenyatta University
2004.09 - 2008.12
High School Diploma -
Loreto High School
1999.02 - 2002.11
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