MARGARET KIMANI

Experienced Collections Specialist bringing 13 years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.

• Voted the best staff with exemplary customer service from a survey carried out within the bank in 2022 by an external consultant. Emerged top out of a staff team of 14 in Koinange Branch and amongst the top 17 out of the about 250 employees of Consolidated Bank.
• Spearheaded the Branch team through the International customer service week between 3rd Oct-7th Oct 2022 emerging as the overall outstanding branch based on the following parameters team-work, innovation and pro-activeness against the set budgets and themes. My team emerged top winning a cash prize.
• Team played by collaborating with the risk and compliance team in the development of operations procedures that reflected what actually happens in the branches. Directly contributed at least 45% to the operations manual being used currently in the bank on branch operations sections, which reflects what happens as opposed to a theoretical document.
• Wrote back an amount of Kes.400,000 previously written off which translated increase in profit. Negotiated a 6month repayment period for a diaspora client that had defaulted for over 7 years and listed in the CRB. Successfully had him delisted by the CRB and eventually successfully applied for another loan that he paid without hitches.
• Built lasting relationships with all bank clients and ensured the systems and resources in place to deal with any of their queries in less than 24-hours and shared feedback where closure wasn't possible within the set TAT. Managed to beat the 3 minute TAT that was the standard by serving my customers within one and half minutes or two maximum as a teller.

• Internal ISO Auditor, Consolidated Bank of Kenya, 2014 to Date(volunteer).

• Credit Management Seminar | Kenya School of Credit Management | 23rd – 24th June 2016.
• IFC International Trade Finance e-learning | International Finance Corporation World Bank Group | Jun 2016.
• Metropol – ICM - International Trade | Finance Level One | 19th – 21st February 2015.
• Quality Management Systems Awareness, ISO 9001:2008 | MMCAFRICA millennium Management Consultant; | Mar 2012.
• Selling of Financial Services | K.H.I Training Program | 3rd – 5th February 2010.
• QMS Internal Auditing Training Course based on ISO 19011 Guidelines on Auditing Management Systems | Millennium Management Consultant Ltd.
• The Chartered Institute of Marketing Third Annual Marketing Conference | Strathmore University | Sep 2007.

Engaging in complimentary online courses in data analytics and digital marketing to enhance my proficiency in a rapidly digitizing landscape, aiming to leverage these skills effectively in today's highly digitalized world and within my profession.