Sports, Farming, Reading, Travelling
Olivia Ngugi
Customer Experience Consultant
Nairobi,Kenya
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
Languages
1
1
Certification
8
8
years of post-secondary education
6
6
years of professional experience
Work History
ACTING MANAGER, CUSTOMER EXPERIENCE
KCB BANK GROUP LTD
MALINDI, Kenya
09.2020 - Current
- Responsibilities -Enforcement of Bank policies on KYC, AML and best customer practice.
- Train the new consultant on departmental processes, systems and operations.
- Collaborated with and support internal team members to resolve customer concerns and deliver enhanced customer experiences..
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Documented all customer interactions in internal database to maintain customer service history details.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
LEAD BANK TELLER
KCB BANK GROUP LTD
MALINDI, Kenya
02.2019 - 08.2020
- Raising payment vouchers, reconciling branch admin and ATM suspense accounts.
- Grew IMT and Forex revenue by 67% and 36% to emerge as the leading branch coast region in 2020.
- As the branch Community, deepened community engagement with the bank via various initiatives with: Malindi Blue and Green Initiative, Kenya Red Cross Malindi Chapter, KCB Foundation, Women in Tourism Association and Rotary club of Malindi.
- Requested official identification and CBK/ AML compliance documentation, consistently meeting strict legal standards resulting in 100% compliance rating of the Service Quality&Compliance (SQC) department in 2020 by the Region SCQ Manager , a 25% growth from 2019 score.
- Served needs of more than 120 clients per day in busy Large Branch environment.
- Trained as Customer Service Consultant and provided back-up coverage to provide customers with optimal support.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
CUSTOMER EXPERIENCE CONSULTANT
KCB BANK GROUP LTD
MALINDI, Kenya
08.2018 - 01.2019
- Excellent rating by colleagues in department support rating survey.
- Used coordination and planning skills to achieve results according to schedule.
- Handled day-to-day running of customer experience department, ensuring high levels of productivity and progression thus achieving a TAT 0.6 score against set target of 1.0, 3 minutes service time and 10 minute wait time.
- Worked closely with Manager Customer Experience to maintain optimum levels of communication to effectively and efficiently complete projects.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Led Customer Experience team in delivery of Business Process Management (BPM),Mobile Banking and Internet Banking projects, resulting in 100% migration and capture of customer data account opening and operation tools.
- Resolved problems, improved operations and provided exceptional service thus being rated best customer support colleague and ranking top of the team with a 3.78 out of 5 score.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor while growing branch Non Funded income by 13%.
- Increased customer satisfaction by resolving self-serving (online,ATM,Agency and mobile) banking issues.ce accounts.
PAYMENT PROCESSING CLERK
KCB BANK GROUP LTD, CENTRAL PROCESSING CENTRE
Nairobi, Kenya
01.2015 - 07.2018
- Ensured keen and strict observance of payment processing protocols maintaining a 4-year Nil-Fraud and Nil-operational loss record.
- Organizing and coordinating CSR initiatives eg .Purchase of wheelchairs and laptops for Garissa University students affected by the terrorist invasion.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support, improve operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Handled 400-500 calls per day to address customer inquiries, concerns and conduct call back validation prior to payment processing/decline.
RESEARCH ASSISTANT
IPSOS, KENYA
Nairobi, Kenya
09.2012 - 02.2013
- Planned, modified and executed research techniques, procedures and tests.
- Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
- Analyzed statistical data using both modern and traditional methods.
- Conducted meticulous research to identify information and answer multifaceted questions.
- Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns..
- Helped with large survey research projects and provided research support for data processing operations.
- Developed fact sheets, graphs and tables to analyze and summarize survey data.
- Helped team meet regulatory requirements by coordinating documentation and filings.
- Wrote and edited data collection forms and questionnaires.
Education
DIPLOMA iN ITALIAN - ITALIAN LANGUAGE
MALINDI BUSINESS SCHOOL
MALINDI 01.2021 - Current
Certified Investment And Finance Analyst - Investment And Finance
INSTITUTE oF CERTIFIED FINANCIAL ANALYSTS
KASNEB TOWERS 12.2014 - 03.2018
BACHELORS oF ECONOMICS AND FINANCE - Economics and Finance
KENYATTA UNIVERSITY
NAIROBI 08.2008 - 12.2012
Skills
Finance and Accounting
Accomplishments
ROTARY CLUB OF MALINDI 2018-19
COMMUNITY SERVICE COMMITTEE
- Project management ie research,proposal writhing, budgeting, accounting and reporting.
- Construction of the Community Service Project Procurement and Tendering Process Guide in accordance to the Public Procurement Regulations, 2016 and Public Procurement and Asset Disposal ,2015Act.
- Application for Rotary Grants, management of donor funds and accounting keeping for projects eg construction of sanitation and ablution blocks, books drive, desks supply for primary and secondary schools, purchase of wheel chairs for persons affected by polio, completion of the Bore Singwarya borehole water project and donation of water tanks for COVID-19 prevention initiatives.
ROTARACT CLUB OF NAIROBI CENTRAL 2016-17
LEADERSHIP,DEVELOPMENT AND MENTORSHIP DIRECTOR
- Oversaw bi-weekly guest speaker led sessions for 33 members and over 50 repeat guests in a professional development establishment, fostering inspiring atmosphere to optimize membership development and growth.
- As a team, constructed the Mentorship Project in partnership with Rotary Club of Nairobi .
- Appointed Country(Kenya) Interact Chair (2016-17) responsible for setting up structures of the role, constructing a committee, fund raising and organizing mentorship initiatives and career fairs of various high schools sponsored by rotary clubs in Kenya.
- As a team, constructed the club's guide book covering Prof. Devt, Mentorship, Finance and Audit, Leadership and Alumni, Fundraising and Community Service.
- Developed and led special events that increased Planning, Budgeting, Coordinating , Fund raising and negotiation abilities.
- Applied superior negotiation, communication and conflict management skills to facilitate effective discussions.
Affiliations
- Rotary International
- Nature Kenya
- Friends of City Park
- Association of Women in Tourism
Certification
Certified Investment and Finance Analyst - 2018
Interests
AWARDS
- 2016-17 Excellence, Planning and Leadership awards by the Rotaract Club of Nairobi Central.
- 2016-17 Excellence in Reporting Award in the Rotaract District 9212 2016-17 for my club
- 2016-17 Best New Initiative 2016-17 in District 9212 in honor of the Mentorship Project.
- 2016-17 Service and Leadership award by the Rotary Club of Nairobi.
REFEREES
*Mrs. Priscilla Kwatemba
Rtd.Senior Manager
Central Processing Centre
KCB Bank Group Ltd
*Rtn. Kuria Waithaka- Lifecoach & Mentor
Past President-Rotary Club of Muthaiga
Company Secretary
The Nairobi Securities Exchange
*QS.Nicodemus Chege
Past President -Rotaract Club of Nairobi Central
Quantity Surveyor
Turner& Townsend
*Contacts available upon request.
Timeline
DIPLOMA iN ITALIAN - ITALIAN LANGUAGE
MALINDI BUSINESS SCHOOL
01.2021 - Current
ACTING MANAGER, CUSTOMER EXPERIENCE
KCB BANK GROUP LTD
09.2020 - Current
LEAD BANK TELLER
KCB BANK GROUP LTD
02.2019 - 08.2020
CUSTOMER EXPERIENCE CONSULTANT
KCB BANK GROUP LTD
08.2018 - 01.2019
PAYMENT PROCESSING CLERK
KCB BANK GROUP LTD, CENTRAL PROCESSING CENTRE
01.2015 - 07.2018
Certified Investment And Finance Analyst - Investment And Finance
INSTITUTE oF CERTIFIED FINANCIAL ANALYSTS
12.2014 - 03.2018
RESEARCH ASSISTANT
IPSOS, KENYA
09.2012 - 02.2013
BACHELORS oF ECONOMICS AND FINANCE - Economics and Finance
KENYATTA UNIVERSITY
08.2008 - 12.2012
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