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
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
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
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