ODONGO NEHONDO
Kakamega
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Possessing over ten years of hands-on experience in the banking sector, I possess skills in: Sales and Marketing, Business Development, Customer Service, Cashiering, Account and Credit Management and Customer Relationship management. Highlights in my career involve but not limited to: improving the customer base and retention while with my organization. Elsewhere I maintain a sound flexible approach to matters through excellence delivery of services and willingness to learn, work in a team to achieve sustainable social economic development. My financial acumen, managerial, communication and organizing competencies, evident through my deliverables in designated areas pose me as an invaluable asset to any organization.
Overview
17
17
years of professional experience
Work History
Assistant Manager Credit Administrator
KCB BANK KENYA LTD
12.2022 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Cultivated interpersonal skills by building positive relationships with others.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Portfolio Management. Ensure prompt recovery of all loans and accounts in arrears.
- Handling of Customers securities
- Ensure to act on opinions letter requests and Bid bonds immediately they are received.
- Day to day queries relating to credit.
- Analysis of Persona loans, Mortgages and SME’s before onboarding.
Bank Teller and Back-office Clerk
KCB BANK KENYA LTD
08.2016 - 11.2022
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Removed mutilated currency from circulation.
- Maintained accurate records of customer transactions in line with bank procedures.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Monitored and reported suspicious activity in line with bank security policies.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Payment of bills e.g., telephone, electricity, water, and other miscellaneous bills and keeping proper records/reconciliation of such payments.
Customer Service Consultant
KCB BANK KENYA LTD
08.2015 - 08.2016
- In-depth understanding of Bank's products, systems and policies to give customers expert support.
- Communicate with management about trends in customer calls to help team efficiency and success.
- Engage customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Documente customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Collaborate with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participate in team meetings and training sessions to stay informed about product updates and changes.
- Respond to customer requests for products, services, and company information.
- Handle customer inquiries and suggestions courteously and professionally.
- Process customer service orders promptly to increase customer satisfaction.
- Clarify customer issues and determined root cause of problems to resolve product or service complaints.
- Update account information to maintain customer records.
- Utilize customer service software to manage interactions and track customer satisfaction.
- Track customer service cases and updated service software with customer information.
- Adhere to developed customer service policies and procedures to meet and exceed industry service standards.
Direct Sales Representative
KCB Bank Kenya Ltd
01.2014 - 08.2015
- Cross selling bank products to ensure maximization of the customer wallet share
- Prospecting and identifying new leads and pitching to the clients
- Mobilizing for Deposits and growing the Bank’s Deposit Base
- Providing client service to existing customers and ensuring that all queries and complaints are resolved in a timely manner
- Making regular customer meetings and visits to build and grow the relationship.
- Met customers in homes and businesses to discuss and demonstrate products.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Write reports outlining activities and sales.
- Gain customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Build relationships with customers and community to promote long term business growth.
- Maintain current knowledge of evolving changes in marketplace.
- Achieve or exceeded company-defined sales targets.
- Foster lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Contribute to event marketing, sales and brand promotion.
- Identify new business opportunities through cold calling, networking, marketing and prospective database leads.
- Kept detailed records of daily activities through online customer database.
Office Administrative Assistant
TOLANDO AGENCIES LTD
01.2013 - 12.2013
- Record and prepare minutes of meetings and conferences
- Determine and establish office procedures and routines
- Schedule and confirm appointments for visitors and customers
- Answer and relay telephone calls and messages
- Respond to electronic enquiries
- Compile data, statistics and other information for business analysis
- Order office supplies and maintain inventory
- Establish work schedules and procedures
- Co-ordinate activities with other work units or departments
- Prepare and submit reports
- Ensure smooth operation of computer equipment and machinery
- Arrange for maintenance and repair work
- Resolution of any work-related issues
- Conduct staff training in duties and policies
- Conduct performance reviews
- Co-ordinate, assign and review work
- Plan, organize and oversee operational logistics of the organization
- Respond to inquiries from callers seeking information.
- Record and track operational expenses to identify and eliminate wasteful spending.
- Set up conference rooms, technology, and materials to facilitate meetings.
- Offer technical support and troubleshot issues to enhance office productivity.
- Deliver top-notch administrative support to office staff, promoting excellence in office operations.
- Greet incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provid clerical support to company employees by copying, faxing, and filing documents.
Mathematics Teacher
ROTARY HIGH SCHOOL
01.2007 - 08.2007
- Encourage critical thinking and problem-solving to help students develop mathematical reasoning.
- Prepare and implemente lesson plans covering required course topics.
- Mentor students on individual basis to help develop math skills.
- Keep classroom environments consistent and focused on learning by establishing and enforcing clear objectives.
- Schedule appointments with parents to discuss student progress and classroom behavior.
- Provide meaningful math instruction to improve math skills of children.
- Assesse submitted class assignments, determined grades, and reviewed work with struggling students to boost success chance.
Education
Bachelor of Science - Physics
Moi University
Eldoret, Kenya12.2012
Kenya Certificate of Secondary Education -
Mukumu Boy’s High School
Kakamega, Kenya12.2006
Kenya Certificate of Primary Education -
Nabongo Primary School
Kakamega, Kenya12.2002
Skills
- Credit Decisions
- Service Standard Compliance
- Clerical Support
- Comparative Analysis
- Credit Monitoring
- Credit Control
- Cash Counting Machine Operations
- Cashier Oversight
- Sales Expertise
- Issue Resolution
- Customer Service Excellence
- Administrative Support
Interests
Reading novels and journals; writing articles and drawing; travelling and Hiking; Socializing and
Swimming; Playing Soccer and Rugby
Languages
Swahili
Native language
English
Proficient
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Referees
Mrs. Joan Gituma Kibunjia
Branch Manager
KCB BANK KENYA LTD
Email: jgituma@kcbgroup.com
Tel: +254 722 767 612
Mr. Michael Mativo
Manager Service Quality & Compliance
KCB BANK KENYA LTD
Email: MMativo@kcbgroup.com
Tel: +254 711 120 421
Mr. Obota Stanslous Oluoch
Head of Physics Department
Moi University (Kabianga)
Email: stanobotah@yahoo.com
Tel: +254 722 240 603
Timeline
Assistant Manager Credit Administrator
KCB BANK KENYA LTD
12.2022 - Current
Bank Teller and Back-office Clerk
KCB BANK KENYA LTD
08.2016 - 11.2022
Customer Service Consultant
KCB BANK KENYA LTD
08.2015 - 08.2016
Direct Sales Representative
KCB Bank Kenya Ltd
01.2014 - 08.2015
Office Administrative Assistant
TOLANDO AGENCIES LTD
01.2013 - 12.2013
Mathematics Teacher
ROTARY HIGH SCHOOL
01.2007 - 08.2007
Bachelor of Science - Physics
Moi University
Kenya Certificate of Secondary Education -
Mukumu Boy’s High School
Kenya Certificate of Primary Education -
Nabongo Primary School
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