Odhiambo Calvince Omollo
Nairobi
Summary
Results-oriented Banking professional with over 8 years of experience in building and managing strategic partnerships within the payments ecosystem. Expertise in partner acquisition, onboarding, and performance management. Proven ability to drive partner profitability and enhance customer experience through effective partner relationship management. Demonstrated success in leading cross-functional teams, implementing data-driven strategies, and delivering exceptional results in dynamic environments. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
3
3
Certification
Work History
Regional Customer Service Manager
NCBA Bank
03.2023 - Current
- Collaborate with branch teams to thoroughly analyze, investigate, and proficiently resolve a diverse range of complex customer issues and complaints escalated via multiple channels within the region. Maintain an exceptional level of customer-centricity throughout the resolution process.
- Identify, document, and escalate service challenges to relevant stakeholders, ensuring timely follow-up and resolution.
- Evaluate service levels across branch workstations, providing strategic insights for continuous improvements and optimized efficiency.
- Proactively engage customers during branch visits and through outbound calls, effectively gathering feedback to enhance service quality and expedite query resolution. Swiftly address intricate inquiries, contributing to accelerated issue resolution timelines.
- Employ data-driven methodologies to meticulously analyze customer complaints, pinpoint root causes, and collaborate with business leaders to propose comprehensive solutions, including process, system, and personnel enhancements. Implement measures to mitigate recurrence of complaints.
- Utilize in-depth understanding of customer service reports (NPS, SLA) to identify service gaps, partnering with branch management to develop and deploy targeted solutions. Create and deliver region-specific thematic training content to elevate service standards.
- Mentor, coach, and develop a high-performing team of customer service professionals, fostering an environment conducive to their growth and excellence.
- Oversee process improvement discussions, actively contributing to the resolution of thematic issues and reinforcing adherence to NCBA bank policies for enhanced customer satisfaction
Assistant Manager Service Engagement
NCBA Bank
04.2021 - 02.2023
- Spearheaded the implementation of data-driven service improvement strategies, collaborating with cross-functional teams, resulting in a significant 20% increase in overall customer satisfaction scores across all bank touchpoints. Continuously tracked and analyzed customer feedback to identify pain points and address them effectively.
- Developed and executed a standardized service culture management approach, streamlining processes and enhancing operational efficiency. Led a team of CX Analysts to mine and analyze data from various sources, identifying key areas for improvement and driving a 15% reduction in service-related bottlenecks.
- Championed the NCBA Igniter program, energizing teams and embedding a customer-centric mindset. Collaborated with Branches, Business teams, and subsidiaries to cascade the service culture, resulting in a 10% increase in customer retention and a 12% growth in revenue through enhanced service delivery.
- Leveraged insights from service audits and research to generate strategic initiatives for service enhancement. Successfully implemented recommendations from these insights, resulting in a 25% reduction in customer complaints and an improved Net Promoter Score (NPS) by 15 points.
- Fostered synergistic efforts across departments by leading collaborative initiatives and facilitating cross-functional engagement.
- Orchestrated impactful bank-wide service culture events, such as; Quarterly CX chats, and CX-Tuesdays, and webinars, which brought together teams, promoted knowledge sharing, and contributed to a cohesive service-oriented environment.
Customer Service Representative-Officer
NCBA Bank,
02.2019 - 03.2021
- Spearheaded the implementation of a data-driven service improvement strategy, resulting in a 15% reduction in average handling time for customer inquiries. Leveraged analytics to identify bottlenecks and inefficiencies, optimizing operational processes and ensuring a seamless customer experience.
- Played a pivotal role in driving a revenue growth of 12% by proactively identifying upselling and cross-selling opportunities during customer interactions. Collaborated with the sales team to capitalize on these opportunities, contributing significantly to the bank's bottom line.
- Achieved a remarkable 20% increase in customer satisfaction scores over a 12-month period, surpassing the industry benchmark, by consistently providing superior customer service, resolving complex queries, and incidents promptly. Recognized by management for contributing to the enhancement of the bank's customer-centric reputation.
- Elevated the bank's service excellence standards by instituting a comprehensive customer feedback loop, leading to a 25% reduction in customer complaints within a year. Successfully met and exceeded set SLAs and KPIs by taking ownership of customer issues and consistently delivering effective solutions.
- Fostered interdepartmental collaboration and knowledge sharing by initiating and leading bi-weekly cross-functional workshops, resulting in a 30% increase in alignment between customer service and other departments. Strengthened communication channels, enhancing overall efficiency and ensuring consistent delivery of exceptional customer experiences.
Education
Master of Arts - Development Studies and Project Management
Jomo Kenyatta University of Science and Technology
07.2024
Bachelor of Arts - Political Science with Information Technology
Maseno University
01.2014
Kenya Certificate of Secondary Education -
Kanga High School
01.2008
Skills
- Network management
- Partner relationship management
- Payment processing
- Fraud prevention
- Compliance
- Data analysis
- Project management
- Customer service
- Leadership
- Team development
Certification
- Six Sigma Black Belt: Fundamentals of Lean and Six Sigma and their Applications
- Six Sigma White Belt Training
- CISSP 2021: Certified Information Systems Security Professional
- Customer Service Cashiering and Back Office Bank Operations
Additional Information
References available upon request.
Timeline
Regional Customer Service Manager
NCBA Bank
03.2023 - Current
Assistant Manager Service Engagement
NCBA Bank
04.2021 - 02.2023
Customer Service Representative-Officer
NCBA Bank,
02.2019 - 03.2021
Master of Arts - Development Studies and Project Management
Jomo Kenyatta University of Science and Technology
Bachelor of Arts - Political Science with Information Technology
Maseno University
Kenya Certificate of Secondary Education -
Kanga High School
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