Watching football
Mwikali Mwelii
Banker
Nairobi
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Customer Service Officer, Operations Department
Gulf African Bank
Nairobi
01.2018 - Current
- Seconding operations manager in absence.
- Contributed to branch's deposit book by bringing in 27Million Kenya Shillings within 6 months in Q1 and Q2 2022.
- Collecting customer feedback and providing process changes to exceed customer satisfaction goals.
- Resolving concerns with products or services to help with retention and drive sales.
- Providing primary customer support to internal and external customers.
- Promoting company brand and unique offerings through personalized customer service.
- Addressing customer complaints and mitigating dissatisfaction by employing timely and on-point solutions.
- Communicating with clients regarding account services, statements, and balances.
- Completing data entry to record call notes, suggestions and questions.
- Initiating investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Updating account information to maintain customer records.
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommending products to customers, thoroughly explaining details.
- Offering advice and assistance to customers, paying attention to special needs or wants.
- Responding to customer requests for products, services and company information.
- Answering customer telephone calls promptly to avoid on-hold wait times.
- Receiving of customers instructions, scanning and forwarding to relevant departments and other branches accordingly.
- Processing customer's RTGS', SWIFTs and account to account transfers.
- Maintaining customer's internal and external standing orders
- Reconciling daily and monthly branch's petty cash expense.
- Cheque book request,debit cards and custody including issuance to customers.
- Daylight custody of cheque books,debit cards,credit cards and issuance to customers.
Operations Assistant
Gulf African Bank
Nairobi
11.2012 - 12.2017
- Utilized IDEA® regularly to complete 6 money transfer reconciliations ensuring over 15,000 customer transfers were accurate and processed any refunds.
- Prepared and proofread reports detailing operations activities.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Managed and maintained file system for daily and monthly reports and support documentation.
- Gathered, organized and modeled data to assist management in making key decisions.
- Increased customer service success rates by quickly resolving issues
Education
Diploma - Business Science
Kenya School of Monetary Studies
Nairobi, Kenya 01.2011 - 10.2012
Certificate - Banking And Financial Services
Kenya School Of Monetary Studies
Nairobi, Kenya 01.2010 - 11.2010
Skills
Service recommendations
Accomplishments
- Winner in Performance Awards in Q2 2022 for being the best employee in living customer first value bank-wide.
- Branch operations - Awarded position 3 in Performance Awards Q2 2022, for outstanding performance and lasting contributions to the company.
- Recognized for living the Better is Possible value Q2 2022 performance awards.
- Increased the branch's deposit book by bringing Ksh 27 Million in 6 months 2022, Q1 and Q2.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
Google Data Analytics Professional Certificate- Prepare Data for Exploration
Interests
Cooking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Talent wins games, but teamwork and intelligence wins championships.
Michael Jordan
Timeline
Google Data Analytics Professional Certificate- Prepare Data for Exploration
05-2022
Google Data Analytics Professional Certificate- Ask Questions to Make Data-Driven Decisions
04-2022
Google Data Analytics Professional Certificate- Foundations: Data, Data, Everywhere
03-2022
Customer Service Officer, Operations Department
Gulf African Bank
01.2018 - Current
KPMG - IDEA Introductory Training
01-2017
KPMG - IDEA Scripting Training
01-2017
Operations Assistant
Gulf African Bank
11.2012 - 12.2017
Diploma - Business Science
Kenya School of Monetary Studies
01.2011 - 10.2012
Certificate - Banking And Financial Services
Kenya School Of Monetary Studies
01.2010 - 11.2010
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