Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Monicah Ngugi

Nairobi

Summary

A customer-oriented professional possessing a proven track record of building long-term relationships with clients and ensuring that value is provided to their satisfaction. Able to deliver results under pressure by bringing fresh thinking to a project and by fostering long term profitable relationships with customers. She has excellent organizational skills, an analytical approach to tasks and the ability to work under pressure. She also has vast knowledge of credit processes, debt management and branch operations. Able to work well on her own initiative and as part of a team. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

6
6
years of professional experience

Work History

Business Executive B2B

CIM Credit Kenya - Aspira
05.2024 - 10.2024
  • Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions.
  • Developed in-depth knowledge of each client's business through research and regular on-site meetings.
  • Researched, proposed, and implemented strategic partnerships to increase overall business growth.
  • Enhanced customer satisfaction, addressing and resolving client concerns promptly and professionally.
  • Increased overall business growth by implementing strategic planning and executing sales initiatives.

Relationship Manager/credit Sales

UMBA MICROFINANCE BANK
05.2023 - 05.2024
  • Pioneering the logbook loans product
  • Growing a portfolio of 16million in a period of 6 months.
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Strengthened client relationships through regular, personalized communication, ensuring high levels of client satisfaction and retention.
  • Developed referral program that incentivized current clients to refer new business, leading to increased client base.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Conducted in-depth market research to identify new business opportunities and potential areas for expansion.
  • Reducing the number of bad debts written off by severe debt collections; Ensuring debtors are notified of pending and actual listing with CRB
  • Taking customers through Umba Microfinance Bank lending requirements and collecting all required documentation
  • Ensuring credit propositions are actioned within agreed turnaround time
  • Resolving credit customer complaints and, where applicable, escalate for resolution; Monitoring credit service issues trends and contributing to the development of solutions.


Branch Coordinator

MYCREDIT LIMITED
05.2020 - 02.2022
  • Continuously assessing customer satisfaction and executing quality improvement actions.
  • Ensuring team productivity in line with the company's budgeted incomes
  • Submitted loan applications to underwriter for verification and recommendation.
  • Ensured compliance with company policies, procedures, and regulatory requirements at all times.
  • Implemented marketing initiatives to increase brand awareness and drive sales growth within the branch.
  • Enhanced employee performance through regular feedback, training, and development opportunities.
  • Organized events such as community outreach programs or promotional campaigns to engage with new potential clients.
  • Increased customer satisfaction with prompt resolution of issues and concerns.
  • Ensuring growth of a quality loan book
  • Taking customers through the MyCredit Limited lending requirements and collecting all required documentation
  • Resolving credit customer complaints.
  • Collaborated with team members to achieve branch goals and objectives.

Relationship Officer

MYCREDIT LIMITED
11.2018 - 01.2020
  • Taking customers through the Mycredit Limited lending requirements and collecting all required documentation
  • Maintained and built close relationships with customers through regular contact and visits.
  • Boosted customer satisfaction levels with timely and effective resolution of concerns and inquiries.
  • Increased loan approvals by diligently assessing creditworthiness and recommending suitable lending options.
  • Managed a portfolio of high-value clients, ensuring their financial needs were met through tailored investment strategies.
  • Established strong client relationships by conducting regular meetings and providing exceptional customer service.
  • Increased referral business by actively networking within the community and participating in local events representing the bank.
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Monitoring credit service issues trends and contributing to the development of solutions.
  • Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.

Education

SKILLS -

UMBA MICROFINANCE BANK, Relationship Manager/credit Sales -

MYCREDIT LIMITED, Branch Coordinator -

MYCREDIT LIMITED, Relationship Officer -

THE WHITE SLOPES RESORT, Guest Relations Executive -

ST. FRANCIS GIRLS' HIGH SCHOOL, Secondary Education -

ALISON COURSES, Diploma in Business Administration -

COLLEGE OF INSURANCE, COP Certificate of insurance -

On -

01.2024

Skills

  • Operations Management
  • Organizational Development
  • Partnership Development
  • E-commerce strategy
  • Customer Acquisition
  • Consultative Sales
  • Sales strategy optimization
  • Excellent Communication
  • Strategic business planning
  • Client Relationship Management
  • Sales Leadership

Languages

ENGLISH
SWAHILI

References

  • CAROLINE KAVITA, 0726662669
  • JOHN MUCHIRI, 0739647508
  • KRIS SENANU, 0770330330

Timeline

Business Executive B2B

CIM Credit Kenya - Aspira
05.2024 - 10.2024

Relationship Manager/credit Sales

UMBA MICROFINANCE BANK
05.2023 - 05.2024

Branch Coordinator

MYCREDIT LIMITED
05.2020 - 02.2022

Relationship Officer

MYCREDIT LIMITED
11.2018 - 01.2020

UMBA MICROFINANCE BANK, Relationship Manager/credit Sales -

MYCREDIT LIMITED, Branch Coordinator -

MYCREDIT LIMITED, Relationship Officer -

THE WHITE SLOPES RESORT, Guest Relations Executive -

ST. FRANCIS GIRLS' HIGH SCHOOL, Secondary Education -

ALISON COURSES, Diploma in Business Administration -

COLLEGE OF INSURANCE, COP Certificate of insurance -

On -

SKILLS -

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Monicah Ngugi