Hiking
MERCY MUNYIVA MULANDI
Digital Officer Swift Services
Nairobi,Nairobi
Summary
Highly versatile professional with a diverse skill set encompassing digital marketing, sales, relationship management, and banking. Demonstrated expertise in driving business growth, cultivating client relationships, and delivering results in the rapidly evolving digital landscape. Proven track record of success in developing and executing comprehensive digital marketing strategies, achieving sales targets, and providing exceptional customer service. Possesses a solid understanding of banking operations, financial products, and compliance requirements. Adept at leveraging data-driven insights to optimize marketing campaigns, enhance customer experiences, and maximize ROI. Moreover, I have strong interpersonal and communication skills to facilitate the building and maintenance of long-term client relationships. Adaptable and driven, with a passion for embracing new technologies and driving innovation. I am committed to delivering value, exceeding expectations, and contributing to the overall success of an organization. I am now seeking challenging opportunities to leverage expertise in digital marketing, sales, relationship management, and banking to drive business growth and achieve organizational goals.
Overview
8
8
Certifications
2
2
Languages
Work History
Digital Officer- GPC Swift
Equity Bank Limited
- Oversee the implementation, maintenance, and optimization of the SWIFT infrastructure within the organization, ensuring high levels of security, availability, and scalability.
- Ensure that the organization complies with SWIFT's operational standards, including SWIFT's security frameworks (e.g., SWIFT CSP) and messaging standards (e.g., ISO 20022).
- Manage and execute system upgrades and migrations to newer versions of SWIFT systems and technologies (e.g., SWIFT gpi).
- Develop and enforce cybersecurity policies to safeguard digital payment transactions and ensure the security of the SWIFT infrastructure.
- Identify digital risks related to SWIFT operations, implement appropriate mitigation strategies, and ensure continuous monitoring of system vulnerabilities and potential threats.
- Leverage SWIFT data to analyze transaction trends, identify potential fraud risks, and optimize payment flows.
- Oversee compliance reporting related to SWIFT operations and participate in audits to ensure adherence to global financial standards.
- Make strategic decisions related to the adoption of new technologies, SWIFT services, and digital payment solutions, based on cost-benefit analysis and organizational needs.
Bank Teller
Equity Bank Limited
- Providing exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Maintaining confidentiality of bank records, transactions and customer information.
- Processing customer deposits and withdrawals accurately, balancing cash drawer daily.
- Verifying customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Performing cash handling duties including counting currency, coins and checks.
Relationship Officer
Equity Bank Limited
- Assisting customers in opening new accounts and resolving any queries or issues they had.
- Providing financial advice to clients based on their needs and goals.
- Performing credit analysis of customer profiles and portfolios, ensuring adherence to credit policies.
- Analysing client data to identify opportunities for cross-selling products and services.
- Conducting regular reviews of existing client relationships to ensure the highest level of service was provided.
- Researching market trends and competitor activity to identify potential areas for growth and expansion.
- Developing strategies for enhancing customer loyalty through improved engagement initiatives.
Sales Assistant
Swift Sale Investments
- Providing excellent customer service by greeting and assisting customers in a friendly and professional manner.
- Addressing customer inquiries, provide product information, and offer solutions to meet their needs.
- Developing a deep understanding of the products or services offered by the company.
- Staying updated on product features, pricing, and availability to effectively assist customers and make recommendations.
- Supporting the sales team by processing transactions, including cash handling, credit card transactions, and invoicing. Maintain accurate sales records and assist with order fulfillment and inventory management.
- Assisting with visual merchandising by ensuring products are displayed attractively and by company guidelines.
- Monitoring stock levels and replenish merchandise as necessary.
- Identifying opportunities to upsell and cross-sell additional products or services to customers.
- Utilizing product knowledge to make relevant suggestions that enhance the customer's experience and increase sales.
- Conducting product demonstrations to showcase features and benefits to customers.
- Ensuring high levels of customer satisfaction through excellent sales services.
- Maintaining outstanding store condition and visual merchandising standards.
- Recommending and displaying items that match customer's needs and wants.
Education
Bachelors - Food Science and Technology
01.2019
Kenya Certificate of Secondary School - undefined
01.2014
Skills
Digital Marketing: Experienced in carrying out field marketing of bank products, developing and implementing digital strategies to increase brand awareness and engagement, and managing content across social media platforms
Customer Service: Efficient in guiding customers on bank products, addressing inquiries and providing product information, resolving complaints, and ensuring high levels of customer satisfaction
Sales: Proficient in introducing new accounts to the bank, bringing deposits, providing excellent customer service, upselling and cross-selling, exceeding sales goals, and providing profitable price quotes
Relationship Management: Excellent in assisting customers in opening new accounts, providing financial advice based on needs and goals, conducting credit analysis, analyzing client data for cross-selling opportunities, and conducting regular reviews of client relationships
Market Research: Proficient in researching market trends and competitor activity to identify potential growth areas
Communication: Effective communication skills demonstrated through interacting with customers, responding to comments on social media platforms, and providing support via phone, email, or chat systems
Problem-solving: Ability to resolve customer inquiries and complaints, identify and address issues in the sales process, and to improve customer engagement
Data Management: Excellent in maintaining a comprehensive database of customer information, collecting, analysing, and organizing data from various sources
Technical Support: Providing technical support to users regarding digital products or services via phone, email, or chat systems
Certification
ISO 14001 and 45001 Environmental Management and Occupational Health and Safety Standards
References
- Peter, Masai, Bank Operations Expert, pmasaih@gmail.com, +254 721214244
- Nancy, Kariuki, Operations Manager, nancy.kariuki@equitybank.co.ke, +254 726337755
OTHER EXPERIENCES
- Bidco Africa Limited Intern
- Jetlak Foods Limited Attachee
Interests
Reading
Swimming
Timeline
Digital Officer- GPC Swift - Equity Bank Limited
Bank Teller - Equity Bank Limited
Relationship Officer - Equity Bank Limited
Sales Assistant - Swift Sale Investments
The Technical University of Kenya - Bachelors, Food Science and Technology
Kahuhia Girls High School - Kenya Certificate of Secondary School,