ODHIAMBO CALVINCE OMOLLO
Nairobi
Summary
I am a reliable, trusted and transparent Team player, both as a person and as professional. I am a leader. I am a competent communicator, planner, organizer, Influencer and negotiator. My major skills are in retail bank operations and payments, customer service, sales and market segmentation, strategic management, policy formulation, project planning, design and implementation. I am trained in peace-building and conflict management.
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
8
8
years of professional experience
Work History
Assistant Manager
NCBA BANK
Nairobi
04.2021 - Current
- I design service strategies that drive continuous improvement across the various bank departments in service delivery and meeting customer promise.
• Implement service improvement strategies in collaboration with support team including HR and the Business Process Management team.
• I ensure effective management and execution of the NCBA Igniter (service and culture) program to drive service culture initiatives.
• Engaging and ensuring that igniters are energized. Have daily, monthly and quarterly engagements with the igniter teams.
• I coordinate engagements with Branches, Business teams, bank and non-bank subsidiaries to cascade the service culture to ensure improved service delivery improvement across all touchpoints through CX Caravans.
• I coordinate re-engagements with the aforementioned teams to follow up on service improvement commitments made during the service culture cascades.
• I organize bank wide service culture initiatives such as the CX chats/webinars.
• I develop and monitor implementation of a standardized service culture management approach with expected inputs and outputs.
• I manage and guide on requirements and quality of report outputs from CX Analysts.
• With all CX Partners, Retention & Loyalty, Business process, Strategy teams to drive continuous improvement towards service excellence and synergised efforts. I bring together teams for better engagement and teamwork.
• Generate strategic insights from Service Audits and research done at all customer touch points to improve the customer’s experience.
• Track and report on impact of service improvement strategies. Ensure a customer centric approach across the bank’s people and service touch points and ensure the VOC is embedded in the bank’s service culture.
Customer Service Representative-Officer
NCBA BANK
Nairobi
02.2019 - 03.2021
- Deliver exceptional performance through excellent customer service, query and incident resolution as to both internal and external customer.
- Responsible for timely follow up, escalation to ensure that quality customer service is maintained at all times and complies with the established service standards.
- Own customer, request, complaint and enquiry from end to end, and informing the customer and the relationship manager of the status while working within set SLAs and KPIs.
Operations Assistant
NIC-BANK
Nairobi
09.2015 - 01.2019
- Offered efficient and fast counter and teller services to all customers by receiving and paying of local and foreign currencies, offering all other bank services, attending to various customer queries, as well as cross selling of Bank’s products to existing and new customers at the counters.
Quality Controls Personnel
IPSO SYNOVATE
Nairobi
07.2015 - 09.2015
- Quality control personnel Ipsos Kenya
Attaché-Industrial Attachment
NHIF KISUMU
KISUMU
05.2014 - 08.2014
- NHIF- Kisumu Branch.
Education
Master of Arts - Development Studies-Project Management- Continuing
Kenyatta University of Science And Technology
Nairobi12.2024
Bank Vault And Strong Room Operations Management -
Kenya School of Monetary Studies
Nairobi, Kenya03.2018
Customer Service, Cashiering and Back Office Bank Operations - Bank Operations
Kenya School of Monetary Studies
Nairobi, Kenya2016
BA - Political Science with IT
Maseno University
KISUMU, Kenya12.2014
Kenya Certificate of Secondary Education - High School
Kanga High School
Migori, Kenya12.2008
Skills
- SKILLS AND PROFICIENCIES
- Excellent communication and interpersonal skills, with an Excellent articulation both in English and Kiswahili
- Trained in customer service and portfolio management-CRM
- Excellent computer skills: SPSS, MySQL, MS-office (word, Excel, access, publisher and power point); internet andProficiency in MS project management
- Good analytical, planning, and organizational skills
- Trained in handling of data; data entry, validation
- Trained in peace building and conflict mitigation Process
- Trained in Fraud and Anti-money laundering
Certifications
- Six Sigma Black Belt: Fundamentals of Lean and Six Sigma and their Applications
- Using Lean to Perfect Organizational Processes
- CISSP 2021: (ISC)2 & the CISSP Exam
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Assistant Manager
NCBA BANK
04.2021 - Current
Customer Service Representative-Officer
NCBA BANK
02.2019 - 03.2021
Operations Assistant
NIC-BANK
09.2015 - 01.2019
Quality Controls Personnel
IPSO SYNOVATE
07.2015 - 09.2015
Attaché-Industrial Attachment
NHIF KISUMU
05.2014 - 08.2014
Master of Arts - Development Studies-Project Management- Continuing
Kenyatta University of Science And Technology
Bank Vault And Strong Room Operations Management -
Kenya School of Monetary Studies
Customer Service, Cashiering and Back Office Bank Operations - Bank Operations
Kenya School of Monetary Studies
BA - Political Science with IT
Maseno University
Kenya Certificate of Secondary Education - High School
Kanga High School
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