LEAH WANJUGU MUREITHI
Customer Service
Nairobi
Summary
I am a dedicated Customer Service professional with over 10 years experience and knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Delivers administrative services with finesse due to eye on detail, relationship building, problem solving organizing and customer relation. I have a warm welcoming, pleasant personality, and easy-going nature. Gained technical skills in IT have enabled integration of work in the digital space.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Senior Officer Account Management Unit
Rafiki Microfinance Bank
Nairobi
2018.03 - 2022.03
- Guide customer service staff on onboarding process and account opening requirements
- Call customers for update and guidance on onboarding processes
- Listen to customer’s needs and concerns and offer solutions or escalate
- Train new staff on onboarding requirements
- Place over 50 check books applications per day
- Managed over 100 calls to customers for onboarding process
- Ensure customers are served within required timelines
- Follow-up on any pending new account requirements to ensure customers are not inconvenienced
- Ensuring that all branches adhere to customer onboarding policies and procedures
- Verify registered businesses with registry for authenticity
- Scrutinize and appraise high risk account applications Caution bank from fraudulent accounts at on boarding stage
- Authorizing dormant account re-activation
- Receive customer Check books request from branches and place orders with Service provider
- Dispatch to branches once processing is done
- Monitor turn-around -time to ensure customers are served effectively
- Monitoring customer’s deposit movement across branches
- Authorize customers’ accounts amendments by branches
- Verify that all on boarded customer documents are compliant
- Onboarding customers to mobile payment services
- Prepare weekly, monthly and quarterly reports
Senior Customer Service Relationship Officer
Rafiki Microfinance Bank
Eldoret
2013.06 - 2018.02
- Greeting and welcoming all visitors into their respective service points
- Receive all customers queries either on telephone, email or verbal and ensure customer's needs are met .
- Direct customers either physical or on call to different department for assistance
- Handling complains and feedback from customers ATM cards custodian Printing new ATM cards upon application
- Identify service gap and come up with strategies for closing gaps
- Selling banks products and services and answering questions about them
- Handling and recording of all incoming and outgoing customer mails, checkbooks, loan forms, ATM Cards
- Ensuring all branch leased assets are serviced and in good working condition
- Prepare monthly report on staff transport expenditure for payments
- Ensure customers are served within turnaround time across all departments
- Preparing and assisting customers do transactional documents like statement requests, internal and external funds transfers
- Managing office inventory and subsequent procurement
- Prepare payment requests for hotels and other service providers
- As Branch training coordinator, i organize and provide logistical support for staff training, team building events
- Scheduling of meetings and reserve rooms for meetings
- Vault/ ATM Core custodian
- Replenishing and repatriating teller float
- Onboarding new customers
- Branch risk Champion
- Daily Customer call backs for check payments
- Branch CSR champion Place customer instructions such as standing order and fixed deposit in core banking system.
Customer Service and Social Media Officer
Square Gold PR & Marketing
Nairobi
2012.03 - 2013.06
- Square Gold PR &
- Marketing Services Management of front office operations
- Greet and welcome visitors and customers in office
- Identify needs of each customer and offer required assistance and escalation
- Answer all incoming calls and redirect them when needed
- Follow-up with departments for pending customer needs
- Handling of office electronic communication Providing end to end customer service support
- Responsible for organization databases and data entry for customer's events
- Manage organizations website and social sites Facebook tweeter &Linked Coordinating media coverage for organization PR events Events management for organizations’ PR events
Administrator/Reception
Data Training Institute
Nairobi
2011.01 - 2011.03
- Welcoming visitors and students to the Institute
- Handling incoming calls Photocopying & scanning students documents.
- Register over 50 new students every week
- Conduct orientation for new students
- Receiving and accounting for school fees and Bureau income
- receive and manage over 20 enquiries about courses and enrollments
- Enrolling new students Preparing Timetable on weekly basis
- Preparing Course outline and ensuring it is followed by Lecturers
- Checking fees payment schedule and alert defaulters
- Conduct exam Registration Book external exams with relevant examination bodies
Education
Diploma - Information Technology (IT
Nairobi Technical Training Institute
2008.08 - 2010.05
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Gatondo Secondary School
2001.01 - 2005.04
Skills
Communication skillsundefined
Referees
Dennis Njagi Ndiritu
Senior Manager Operations
Faulu Microfinance Bank
njaginderitu@gmail.com
0724610614
Sarah Millicent Wambia
Assistant Registrar
University of Eldoret
swambia@yahoo.com
0720465851
Kennedy Ndembei Mwangi
Kenya revenue Authority
ndembei85@gmail.com
0723299197
Timeline
Senior Officer Account Management Unit
Rafiki Microfinance Bank
2018.03 - 2022.03
Senior Customer Service Relationship Officer
Rafiki Microfinance Bank
2013.06 - 2018.02
Customer Service and Social Media Officer
Square Gold PR & Marketing
2012.03 - 2013.06
Administrator/Reception
Data Training Institute
2011.01 - 2011.03
Diploma - Information Technology (IT
Nairobi Technical Training Institute
2008.08 - 2010.05
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Gatondo Secondary School
2001.01 - 2005.04
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