Lilian Kendi Ngaracu

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
• Managed high volume of inbound and outbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
• Described product and service details to customers to provide information on benefits and advantages
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
• Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business
• Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization
• Coached and mentored new team members, contributing to their professional growth and development
• Collaborated with cross-functional teams to improve overall customer experience within the company
• Maintained up-to-date knowledge of product and service changes
• Investigated and resolved customer inquiries and complaints quickly
• Met customer call guidelines for service levels, handle time and productivity
• Responded to customer requests, offering excellent support and tailored recommendations to address needs
• Delivered prompt service to prioritize customer needs
• Promptly responded to inquiries and requests from prospective customers
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Exhibited high energy and professionalism when dealing with clients and staff

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• Making outbound calls to interested farmers to accurately capture their profile, including detailed registration survey.
• Verifying farmer's loan prior to disbursement.
• Diligently handle farmers'/customer's inquiries via telephone and messages.
• Manage and resolve farmer, customer's and partner's complaints.
• Provide farmers and prospective clients with product and service information by clearly explaining procedures; answering questions and queries; providing information in accordance with company policies and procedures.
• Identify and escalate priority issues that need to be handled at different level, and do necessary follow ups of customer concern.
• Auditing and assessing calls made by other agents and offer recommendations on how to make improvements.

• Receiving clients and explaining prices as well as services offered and taking their contacts so as to reach them later and follow up on them, Tracing and entering income and expenses of the business, Keeping and doing payroll for the employees of the company, Ensure statements from bank are dealt with this includes writing and posting of cheques, Safekeeping of the company's records and documents to enable easy retrieval for future reference.

• Engaged in sales of small merchandise, Assisted in a hardware with m-pesa and equity agent shop.

• Initial proposals underwriting, Premium computations, Posting of proposals and policies to clients, Reassurance computations, Analysis of Medical reports against Sums Assured, Premium income and commission payment analysis.

• Credit appraisal of customer loans, Risk identification during appraisal, Various credit products at NBK and their requirements, Correspondence between Branches and Head Office on customer applications
• Scanning, photocopying and faxing of documents.