MARY LAGAT
Nairobi, Nairobi Province
Summary
Dynamic Customer Service Manager with a proven track record at Ecobank Kenya Ltd, excelling in problem-solving and customer relations. Successfully reduced complaints by implementing proactive solutions, while leading a collaborative team. I prioritize customer satisfaction and foster loyalty through effective communication and team empowerment.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Ecobank Kenya Ltd
Valley Arcade And Nakuru Branch
05.2014 - Current
- Resolved customer complaints by prioritizing satisfaction and loyalty.
- Took ownership of customer issues and ensured thorough resolutions.
- Managed a team of customer service representatives to enhance teamwork and collaboration.
- Reduced customer complaints through proactive issue addressing and effective solution implementation.
Branch Operations Officer
Ecobank Kenya Ltd
Eldoret Branch
07.2010 - Current
- Maintained scheduling for main branch to ensure proper staffing of shifts.
- Balanced daily cash and ATM, documenting discrepancies promptly.
- Addressed customer complaints to restore client confidence and prevent recurrence.
Education
Bachelor of Science - Information Technology
Royal Melbourne Information Technology
Australia06-2008
Bachelor of Science - Diploma
Royal Melbourne Information Technology
01-2006
Skills
Team leadership
Effective communication techniques
Staff training and development
Banking product sales
Branch operations management
Customer service
Goals and performance
Timeline
Customer Service Manager
Ecobank Kenya Ltd
05.2014 - Current
Branch Operations Officer
Ecobank Kenya Ltd
07.2010 - Current
Bachelor of Science - Information Technology
Royal Melbourne Information Technology
Bachelor of Science - Diploma
Royal Melbourne Information Technology