LYDIAH MBOGO
Customer Success Analyst
NAKURU
Summary
I am self-motivated and results-driven person with a highly successful background in the achievement of excellence in various projects.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Customer Success Analyst
NCBA BANK KENYA
07.2023 - Current
- Improved customer satisfaction by addressing concerns and providing timely solutions.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Leveraged CRM tools to track customer interactions, maintaining accurate records for future reference and analysis purposes efficiently.
- Developed comprehensive knowledge of product offerings, enabling prompt assistance for clients'' inquiries.
- Conducted in-depth data analysis to identify trends and improve overall customer experience.
- Streamlined support processes for increased efficiency and faster resolution times.
- Analyzed data trends for management team.
Operations Analysts
NCBA Bank Kenya (Formerly CBA)
03.2018 - 06.2023
- Developed custom financial reports to meet the unique needs of various stakeholders within the organization.
- Increased efficiency in financial operations by automating manual tasks and implementing process improvements.
- Increased cost savings by identifying areas for process improvement and implementing cost-effective solutions.
- Enhanced financial reporting accuracy by streamlining data collection and analysis processes.
- Assisted in the preparation of daily reports, ensuring timely delivery and accurate information.
- Provided training and guidance to junior analysts, enhancing their understanding of complex operational concepts and tools used in daily operations.
- Promoted a culture of continuous improvement within the financial operations team, actively seeking out ways to optimize processes and enhance overall productivity.
OPERATIONS ASSISTANT
Commercial Bank Of Africa (CBA)
09.2015 - 03.2018
- Contributed to development of operational procedures to improve efficiency and accuracy.
- Clearing files transfers to CBK and performed reconciliations of clearing settlement accounts.
- Mitigated risks by identifying potential challenges within the funds transfer and proposing relevant solutions proactively.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Demonstrated adaptability by quickly mastering new software applications as needed for various tasks.
- Increased efficiency by implementing new processes and providing administrative support to management.
- Improved accuracy of financial records with diligent tracking of expenses, budgeting, and invoice processing.
Education
Bachelor of Travel & Tours Operations Management, Second Class – Upper Division -
MOI UNIVERSITY
Kenya Certificate of Secondary Education - A-(minus) - undefined
MARY MOUNT SEC. SCHOOL
Kenya Certificate of Primary Education - 405/500 Marks - undefined
P.C.E.A SUBUKIA PRIMARY SCHOOL
Skills
Goal-Oriented
Analytical mindset
Organizational Skills
Problem-Solving
Trend Analysis
Adaptability and Flexibility
Analytical Skills
Additional Information
Proficient computer skills (Ms Word, Excel, PowerPoint, Access), True, True, True
Additional Referees
ADDITIONAL REFEREES SHALL BE PROVIDED UPON REQUEST
Language
English, Kiswahili
Conferences Seminars Attended
- January 2012: Corporate Governance, Risk Management and the use of IT and E-commerce in the growth of SMEs
- Feb 2011: Business Process Outsourcing and the role of IT and E-Commerce in the development of SMEs
- March 2010: Peace, healing & Reconciliation forum, Nakuru
- October 2009: Eco- tourism workshop hosted by Base camp, Maasai Mara.
Personal Information
- Date of Birth: 10/01/88
- Nationality: Kenyan
References
- Dr. Nehemiah Kipruto, Head of Department, Department of Travel and Tours Operations, Moi University, P.O. Box 3900, ELDORET, 0722496890
- John Mwangi, Director, Creek Tours and Travel, P.O Box 1699-20100, NAKURU, 0721561212
- Jackson Muendo, Head of Retail Sales, Cooperative Bank of Kenya, P.O. Box 48231-00100, NAIROBI, 0722801975
- Daisy Mwanzia, Channel Development Manager, Cash Management, Commercial Bank of Africa, Mara and Ragati Roads, Upper Hill, Nairobi, 0711056561
Timeline
Customer Success Analyst
NCBA BANK KENYA
07.2023 - Current
Operations Analysts
NCBA Bank Kenya (Formerly CBA)
03.2018 - 06.2023
OPERATIONS ASSISTANT
Commercial Bank Of Africa (CBA)
09.2015 - 03.2018
Bachelor of Travel & Tours Operations Management, Second Class – Upper Division -
MOI UNIVERSITY
Kenya Certificate of Secondary Education - A-(minus) - undefined
MARY MOUNT SEC. SCHOOL
Kenya Certificate of Primary Education - 405/500 Marks - undefined
P.C.E.A SUBUKIA PRIMARY SCHOOL