Kennedy Mwangi Maina

• Defined and Operationalized Customer Success Journey for the group. (Kenya, Uganda and Tanzania).
• Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
• Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.

• Managed our regional product backlog for the bank's Mobile loans and savings products (Mshwari & Fuliza - Kenya, Mokash - Uganda and Rwanda, MoMoKash - Ivory Coast and M-pawa - Tanzania)
• Managed stakeholder expectations effectively throughout the entire product development process.
• Analyzed competitive landscapes to identify market opportunities, informing strategic business decisions.
• Optimized product performance with data-driven analysis and continuous improvement initiatives.
• Improved product functionality with innovative design solutions, resulting in increased sales conversions.

• Reduced customer support inquiries by creating comprehensive product documentation and user guides.
• Leveraged user analytics to identify opportunities for improvement resulting in enhanced user experience.
• Ensured compliance with industry regulations by staying up-to-date on current standards and incorporating them into product designs as needed.
• Managed timelines and resource allocation effectively, delivering projects on time and within budget constraints.
• Conducting QA testing for products cross markets and gathering requirements
• Contributed to the ideation process by proposing innovative solutions to address identified gaps in existing products or target markets.

• Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
• Portfolio management to drive achievement of the defined business targets to ensure growth and profitability of the business
• Build long-term relationships with customers to ensure achievement of Customer Lifetime Value (CLV) metric
• Identify and intervene on opportunities for revenue loss from customer attrition
• Explore rehabilitation/restructure strategies for non-performing accounts within assigned portfolio

Supporting NCBA Loop customers on different levels as a team leader.

● Help in engaging registered customers to activate their accounts and subscribe to our products through phone calls.

● Taking customer feedback and using it to advise management appropriately.

● Help increase our sales numbers in terms of customer engagement with our products and Loans.

● Engaged with customers on social media to provide information, solutions and monitoring feedback.

● Performing cashier duties such as deposits and withdrawals.

● Cross-selling other bank's products while serving customers.

● Taking necessary security measures to safeguard the bank and customer's welfare.

● Serving customers in the Loop store branches.

● Assisting the Loop store manager in day to day running of the loop stores.

● Leading the team in marketing ventures like outdoor promotions to increase sales and provide awareness.

● Testing out the Loop application across the Android, IOS and Web platforms to help deliver a reliable application.

● Help in preparing Change Request documents and performing analysis to help in decision making.

● Giving suggestions to help improve the App functionality and make it more user friendly and secure