NICHOLAS MAINA NYAGA
Nairobi,KENYA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
ESSENTIAL QUALIFICATIONS, SKILLS AND EXPERIENCE
• Proven experience as a customer service Representative for over 6 years.
• Bachelor’s Degree in Economics & Statistics
• Previous And current experience in administrative roles.
• Strong Organizational skills
• Eye for details
• Excellent communication skills, both written and verbal.
• Proficiency in using computer applications and office software.
• Ability to handle confidential and sensitive information/data with discretion.
• Team player with a proactive and positive attitude.
• Basic knowledge of insurance policies, terminology and processes.
• Strong problem-solving skills and the ability to work well under pressure.
• Willingness to learn and adapt to changing industry standards and regulations.
• Excellent in data entry and analysis.
• Proven ability of establishing and promoting cordial relationship with customers.
Overview
8
8
years of professional experience
Work History
Driving School Analyst
AA KENYA PLC
02.2022 - Current
- Develop data entry tools such as, sheets, Excel sheets and share them with over branches for data entry
- Organize data in Excel sheets for analysis using statistical techniques/software such as Power BI and provide ongoing reports
- Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality
- Acquire data from primary or secondary data sources and maintain databases/data systems
- Identify, analyze, and interpret trends or patterns in data sets
Submit timely reports and prepare presentations/proposals as assigned - Part of business budgeting & target settings team
- Preparation of departmental reconciliation reports
Administrator Roles:
Develop claim forms to be used when paying NTSA fees on behalf of AA Kenya driving school students
Assist in collection, verification and processing of claim forms, ensuring that all required information is complete and accurate
Custodian of driving school data and ensuring this is stored with confidentiality
Maintain regular communication with branches to gather necessary information and provide updates on claim status
Maintain organized records of claims, email correspondences and departmental documents to ensure easy retrieval and audit compliance
Providing administrative assistance to driving school department, including scheduling appointments, managing calendars, and handling phone/email inquiries
Offering exceptional customer experience by addressing claimant inquiries and concerns professionally and empathetically
Ensuring compliance with automobile industry regulations, company policies and ethical standards.
Customer Experience Representative
Kenya Commercial Bank
09.2015 - 12.2021
- Responded to high volume of incoming calls, emails & social media chats utilizing listening and communication skills to identify customer problems, needs, and opportunities
- Verified customer’s information to ensure KYC policy is adhered to at all times.
- Updated databases on ECRM to handle customer data
- Adhered to established customer satisfaction strategies to support swift issue resolution
- Communicate with customers & colleagues with clarity and professionally.
- Cooperated closely with other departments to support achievement of customer experience outcomes
- Resolve customer problems and provide information to customers with over 98% as FCR and escalate to relevant departments where necessary
- Established and assessed customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customers through open and interactive communication
- Offer exceptional customer service by addressing customer inquiries and concerns professionally and empathetically.
- Ensure compliance with banking industry regulations, company policies and ethical standards at all times.
- Follow communication procedures, guidelines and policies
- Take extra mile to engage customers
- Investigated customer complaints and escalated issues to address critical requests
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Created and maintained detailed database to develop promotional sales
- Increased efficiency and team productivity by promoting operational best practices
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Education
Bachelor of Science - Economics & Statistics
Chuka University
Chuka, 4110.2015
CPA Part 1 -
Rware College
Nyeri07.2010
High School Diploma -
Nyeri High School
Nyeri11.2008
Skills
- Strong organizational skills and attention to detail
- Excellent communication skills, both written and verbal
- Proficiency in using computer applications and office software
- Ability to handle confidential and sensitive information with discretion
- Team player with proactive and positive attitude
- Data Entry & Analysis
Additional Information
- INTERESTS/HOBBIES
Timeline
Driving School Analyst
AA KENYA PLC
02.2022 - Current
Customer Experience Representative
Kenya Commercial Bank
09.2015 - 12.2021
Bachelor of Science - Economics & Statistics
Chuka University
CPA Part 1 -
Rware College
High School Diploma -
Nyeri High School
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