Mary Ndirima Karau
Customer Relationship Manager
Nairobi-Kenya.
Summary
Dynamic leader with a proven track record at Co-operative Bank of Kenya, excelling in relationship management and strategic planning. Spearheaded initiatives that significantly enhanced customer satisfaction and revenue growth. Demonstrates exceptional team leadership and policy implementation skills, with a knack for identifying and mitigating potential losses.
Overview
15
15
years of professional experience
Work History
Customer Service and Relationship Manager.
Co-operative Bank of Kenya
01.2021 - 08.2023
- Enhanced customer satisfaction,loyalty and retention by maintaining good relations in return attracting new potential clients.
- Offered exemplary services to all business partners and bank service providers.
- Facilitated seamless communication between clients and service departments, ensuring timely resolution of issues.
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
- Chaired staff meetings to discuss innovative strategies to improve services.
- Organized and participated in client appreciation events, fostering strong community and enhancing client loyalty.
Head-Cheque Clearing Department.
Co-operative Bank of Kenya.
01.2014 - 12.2020
- liaising with staff ,branches and management on the cheques that require further confirmations ensuring all cheques clear by 1pm.
- Ensured adherence to the HR policies by periodic staff evaluation and taking action on disciplinary cases.
- Continuously reviewing how to improve processes and minimise risks.
- Ensured full recovery of commisions daily and monitored suspicious and fradulent accounts.
- Applied strong leadership talents and problem-solving skills to mainta
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
Operations Manager
Co-operative Bank of Kenya
01.2011 - 12.2013
- Conducted regular performance reviews, identifying areas for improvement and recommending training where appropriate.
- Supervised operations staff over 40 and availed updated operating manuals.
- Ensured that process weakness that present potential losses or frauds are sealed.
- Ensured that the branch delivers quality service to all customers as well as delivering set individual targets.
- Increased profit by streamlining operations.
Other Duties:
Co-operative Bank of Kenya
09.2008 - 06.2011
- Accounts and Customer service officer.
- Loans Officer.
- Teller/Cash Officer.
- Direct Sales Executive.
Education
Bachelors. - Sociology
University of Nairobi
Nairobi 04.2001 -
KCSE Grade B
Moi Girls High School
Kajiado 04.2001 -
Skills
Relationship building
Customer relationships
Policy implementation
Strategic planning
Issue resolution
Customer portfolio management
Team leadership
Timeline
Customer Service and Relationship Manager.
Co-operative Bank of Kenya
01.2021 - 08.2023
Head-Cheque Clearing Department.
Co-operative Bank of Kenya.
01.2014 - 12.2020
Operations Manager
Co-operative Bank of Kenya
01.2011 - 12.2013
Other Duties:
Co-operative Bank of Kenya
09.2008 - 06.2011
Bachelors. - Sociology
University of Nairobi
04.2001 -
KCSE Grade B
Moi Girls High School
04.2001 -