Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Certification
Accomplishments
References
Timeline
Generic

Myra Kemunto Momanyi

Nairobi

Summary

A dynamic professional with extensive experience in customer relationship management and business process re-engineering at Kingdom Bank Ltd. Proven track record in enhancing customer satisfaction and loyalty, achieving a 98% retention rate. Adept at financial analysis and leading teams to drive innovation and operational efficiency. Committed to delivering exceptional results and strategic growth.

Overview

17
17
years of professional experience
4
4
Certification

Work History

Life Business Lead, Bancassurance

Kingdom Bank Ltd.
Nairobi
05.2024 - Current
  • Generated and distributed client statements and policy documents while resolving disputes swiftly.
  • Ensured high-quality customer service, addressing all internal and external inquiries per established SLAs.
  • Delivered superior service in every customer interaction to enhance satisfaction and loyalty.
  • Maintained compliance with external and internal regulations, including the Insurance Act and Bancassurance Regulations.
  • Identified business risks and recommended actionable strategies for mitigation.
  • Benchmarking best practices led to recommendations for improved procedures and systems for corrective actions.
  • Reconciled premiums collected against disbursements, ensuring 100% accuracy in premium collection.
  • Managed timely receipting of premiums, allocation to relevant clients, and generated payment schedules for underwriters.
  • Conducted research to identify potential opportunities for growth in existing markets.
  • Identified key performance indicators that could be used to measure progress towards goals.

Co-Founder & Business Manager

Zumaridi Insurance Agency
Nairobi
07.2021 - 04.2024
  • Developing and maintaining strong customer relationships through Customer Relationship Management (CRM) to win business.
  • Maintain premium schedules, and ensure 100% collection of outstanding amounts.
  • Business process re-engineering geared towards digitization to upscale customer engagements, drive retention, and reduce cycle time, and costs.
  • Design and unpack customer journeys to identify opportunities for service improvement throughout the customer lifecycle.
  • Coordinate and support online communication plans to drive product visibility, brand awareness, prospecting, and engagement with target audiences.
  • Working with underwriting partners to ensure the timely delivery of renewal notices, quotations, and policy documents to customers.
  • Identifying customers' strategic priorities and interests through market research insights for product innovation.
  • Managing all customer inquiries and complaints across all touchpoints to drive satisfaction.
  • Continuously assessing business performance using customer surveys and CX KPIs.
  • Formulating and implementing sales and retention strategies to drive revenue.
  • Provide support for all customer escalations on all insurance products and services.
  • Follow up with underwriting teams and other insurance business partners for the timely resolution of all customer complaints.
  • Implementing digital solutions to ensure smooth prospecting, onboarding, servicing of customers, and cross-selling.
  • Preparing high-value pitching decks to engage prospective and existing customers.
  • Co-develop winning bids with all underwriting, business development teams, customers, and other partners.
  • Redefined the Agency's vision and CX strategy, diversifying the product offering to ensure all customers' needs are met throughout their lifecycle.
  • Successfully implemented a CRM system for customer segmentation, ease of prospecting, and timely resolution of customer requests.
  • Introduced a bulk messaging platform that has seen more targeted engagements. This increase in customer engagement has improved customer retention to 98%, up from 95% in the previous year.

Manager, Customer Engagement- Retention and Loyalty

NCBA Bank Kenya
Nairobi
10.2019 - 06.2021
  • Formulated customer experience strategy and derived actionable objectives to enhance engagement.
  • Drove growth in Customer Lifetime Value (CLV) across all customer segments.
  • Participated in ideation sessions with stakeholders, owning experience improvement action points.
  • Designed end-to-end Customer Journey to promote engagement and retention at all touchpoints.
  • Analyzed customer data trends and developed strategies for growth and recovery initiatives.
  • Optimized communication channel usage to boost revenue, engagement, and retention rates.
  • Collaborated with marketing teams to enhance digital touchpoint engagement.
  • Led customer management efforts during service outages, ensuring effective communication.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Implemented process improvements, resulting in an increase in operational efficiency.
  • Managed annual budgeting and forecasting, optimizing resource allocation.

Contact Centre Team Leader, Customer Experience

Commercial Bank of Africa Ltd.
Nairobi
01.2017 - 09.2019
  • Manage 2nd- and 3rd-level customer escalations from all touchpoints to ensure all customers enjoy the best-in-class service.
  • Contribute to customer process improvements on all banking channels: Mobile Banking, Internet Banking, Cards, and CBA Loop.
  • Support customer retention campaigns on defecting accounts to win back business.
  • Define Customer Experience Key Performance Indicators (KPIs), and monitor performance.
  • Customer product and process support through contact center KPIs.
  • Provide leadership to the Tele-Sales team, and drive sales by creating new sales campaigns and utilizing cross-sell opportunities from within the team.
  • Facilitate proactive customer communication during service incidents.
  • Drive increased use of technology through 100% CRM utilization by the team and stakeholders.
  • Drive customer personal loan collections through the contact center.
  • Collaborate with the Service Excellence team to report weekly top caller reasons, and provide recommendations to mitigate the top customer complaints received through the contact center.
  • Regular reporting to all stakeholders through performance dashboards to raise quality standards on services and products.
  • Leave and shift management.
  • Performance management through quality assurance scoring and calibrations on phone calls, emails, chat, and social media interactions for the team.
  • Ensure customer experience standards are observed, and provide support through coaching.
  • 2017: Promoted 100% utilization of CRM for digital banking customer support, thus cutting back costs on licenses for the T24 core banking system at the contact center.
  • 2017-2019: Part of the Customer Experience Shujaa committee that was charged with overseeing Rewards and Recognition in line with a revamped Employee Value Proposition. The staff engagement saw an increase in employee motivation and retention. Staff CX quality metrics also improved at the contact center due to increased staff motivation.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Worked closely with human resources to support employee management and organizational planning.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.

Officer, Contact Centre Front and Back Office, Customer Experience

Commercial Bank of Africa
Nairobi
03.2013 - 12.2016
  • Ensured consistent adherence to customer management policies and processes for optimal efficiency.
  • Supported Corporate Banking Relationship teams with high-quality customer service.
  • Provided first-call resolution for customer issues via email, social media, and Webchat.
  • Captured customer complaints to facilitate service recovery and management follow-ups.
  • Conducted thorough investigations of internal and external queries to enhance processes.
  • Performed Root Cause Analysis on reported customer issues, contributing to process improvements.
  • Assisted corporate banking teams with CRM module issue resolutions and attended engagement meetings.
  • Prepared Bank Audit Reports for corporate and business banking customers.
  • Implemented new technologies to enhance workplace productivity levels.
  • Enforced compliance with regulatory standards and company policies.
  • Championed innovation and continuous improvement initiatives.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.

Reconciliations Officer, Finance and Strategy

Commercial Bank of Africa Ltd.
Nairobi
02.2010 - 02.2013
  • Executed daily reconciliation of group Nostro accounts, B2C, C2B Mpesa, and branch suspense accounts.
  • Managed back office and finance suspense accounts to ensure accurate financial records.
  • Addressed branch escalations related to outstanding reconciliation items promptly.
  • Conducted Kenswitch settlements reconciliation for other banks and advised on any discrepancies.
  • Performed branch cash audits and supported various finance projects effectively.
  • Generated daily aging reports of exceptions for individual business units.
  • Assisted in cost analysis to maintain budget compliance across operations.
  • Served as super user for reconciliation systems, leading implementation and training efforts, achieving 80% error reduction in reporting.
  • Participated in regular meetings with upper management regarding progress updates on current initiatives.

Finance Assistant

UAP Provincial Insurance Company
Nairobi
11.2008 - 04.2009
  • Processed check receipts within the accounting system to ensure accurate financial records.
  • Ensured compliance with statutory regulations related to finance operations.
  • Conducted bank reconciliations to verify consistency between records and statements.
  • Managed premium financing schedules to track customer payments efficiently.
  • Addressed customer queries and provided education on IPF processes for improved understanding.
  • Entered data into accounting software packages accurately and efficiently.

Education

Insurance Executive Certificate of Proficiency (ECOP) - Insurance

College of Insurance
Nairobi, Kenya
12-2023

Bachelor of Education, Second Class Honors(Upper Division) - Economics And Business Studies

Kenyatta University
Nairobi, Kenya
12-2008

Association of Chartered Certified Accountants (ACCA) - Part 1 And 2

Strathmore University
Nairobi, kenya
07-2007

Microsoft Office Applications - Windows, Word, Excel, Powerpoint, Access

African Virtual University
Nairobi, Kenya
07-2003

KCSE Mean Grade B+ (Plus) -

Alliance Girls' High School
Kikuyu, Kenya
12-2002

Skills

  • Problem solving
  • Customer relationship management
  • Business process re-engineering
  • Customer experience strategy
  • Innovation management
  • Negotiation skills

Affiliations

  • Customer experience enthusiast
  • Passionate about giving back to the community, with a focus on financial empowerment
  • A member of ICX Kenya since 2018
  • An avid golfer, keen on networking

Languages

English
First Language
Swahili
Proficient (C2)
C2

Certification

  • Data protection analyst
  • Insurance Executive Certificate of Proficiency (ECOP)
  • Customer journey mapping architect
  • Prince2 Foundation and Practitioner
  • Service experience excellence
  • Leadership skills
  • Contact center agent service standards
  • Banking operations

Accomplishments

  • October 2024, Zumaridi Insurance Agency: I refined Kingdom Bank’s insurance policy renewal process in by introducing more personalized, persuasive customer engagements for timely renewals and increased retention for business growth
  • 2023, Zumaridi Insurance Agency redefined the agency’s vision and CX strategy, diversifying the product offering to ensure all customers’ needs are met throughout their lifecycle
  • 2024, Zumaridi Insurance Agency: Successfully implemented a CRM system for customer segmentation, ease of prospecting, and timely resolution of customer requests. I also introduced a bulk messaging platform that has seen more targeted engagements. This increase in customer engagement improved customer retention to 98%, up from 95% in the previous year.
  • January to April 2021, NCBA Bank: I proactively revamped the contact center IVR to provide more customer self-service options, drive customer education, and use it as a service recovery tool
  • November 2019 - December 2020, NCBA Bank: I successfully formulated and implemented the Group's first Customer Engagement Framework

References

Mr. Edwin Ochieng’ 

Senior Insights Specialist- East and West Africa 

Multichoice Africa Ltd. 

Tel +254 722830341 

edwin.ochieng@ke.multichoice.com 

Ms. Catherine Oyuo 

Group head of service excellence

Equity Bank Group Kenya 

Tel: +254 724361094 

cateoyuo@gmail.com 

Mr. Kelvin Makau  

Head of Operations, IT 

Equity Bank Group Kenya  

Tel: +254 724 538338 

makaukelvin@gmail.com

Timeline

Life Business Lead, Bancassurance

Kingdom Bank Ltd.
05.2024 - Current

Co-Founder & Business Manager

Zumaridi Insurance Agency
07.2021 - 04.2024

Manager, Customer Engagement- Retention and Loyalty

NCBA Bank Kenya
10.2019 - 06.2021

Contact Centre Team Leader, Customer Experience

Commercial Bank of Africa Ltd.
01.2017 - 09.2019

Officer, Contact Centre Front and Back Office, Customer Experience

Commercial Bank of Africa
03.2013 - 12.2016

Reconciliations Officer, Finance and Strategy

Commercial Bank of Africa Ltd.
02.2010 - 02.2013

Finance Assistant

UAP Provincial Insurance Company
11.2008 - 04.2009

Insurance Executive Certificate of Proficiency (ECOP) - Insurance

College of Insurance

Bachelor of Education, Second Class Honors(Upper Division) - Economics And Business Studies

Kenyatta University

Association of Chartered Certified Accountants (ACCA) - Part 1 And 2

Strathmore University

Microsoft Office Applications - Windows, Word, Excel, Powerpoint, Access

African Virtual University

KCSE Mean Grade B+ (Plus) -

Alliance Girls' High School

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Myra Kemunto Momanyi