PURITY MURUGI GITONGA
Co-operative Bank of Kenya
Nairobi
13
years of professional experience
A presentable, industrious professional, who has extensive in-depth experience of products in the banking industry. I am highly skilled in and knowledgeable in planning, directing, and coordinating the operations of product sales and marketing and managing daily operations. Top notch customer service expert. I am able to gain the trust of customers by interacting with people from all backgrounds as well as having a proven record of contributing to the profitability of previous employers by generating income and revenue growth. I am an excellent communicator, capable of translating technical findings into business strategies.
Work History
CARD AND E-CHANNELS POS MANAGEMENT OFFICER
4 Years- Provided e-commerce till solutions and set up POS terminals for customers to enable seamless transactions and consistent customer experience.
- Managed inventory by maintaining complete record of all POS terminals located in field, at vendor repair, or held in store inventory.
- Ensured timely repair and maintenance of terminals to support uninterrupted operations.
- Verified transaction data accuracy and security to maintain compliance with company policies.
- Provided POS system training for cashiers, sales staff, and managers to ensure accurate and consistent transactions.
- Authored POS-focused user manuals and training materials to guide POS-related operational processes.
- Monitored transaction activity and prevented fraud by flagging suspicious transactions and reporting concerns.
- Administered POS system administration and maintenance across multi-location environments to support consistent transaction processing and system availability.
- Achievements
- Handled customer complaints to maintain SLA standards for rapid repair and terminal configuration turnaround.
- Maintained an up-to-date inventory system to support accurate stock records.
- Successfully managed end-to-end migration of all POS terminals from legacy models to Android-based POS terminals, improving system efficiency by more than 50%.
- Coordinated training programs and ongoing support for 50+ employees to strengthen adoption rates and operational efficiency.
CUSTOMER SERVICE OFFICER
7 Years- Ideates and Implements Customer Experience strategies that are aligned with and support the overall organizational strategy and culture
- Manages direct reports; acts as first-level of escalation; offers floor support as well as assists in resolving complex issues according to priority level.
- Facilitates Forecasting and analyzes data against budget figures on a weekly and/or monthly basis.
- Supports the Senior Management to highlight operational risks and areas for improvement on a monthly basis through submission of a detailed report
- Enhances customer experience by explaining to customers the process flows for all their requests, including timelines and requirements expected from the Bank and Client, together with the use of CRM in managing customer's queries.
- Promotes profitability through cross selling and marketing of various Bank products and services, significantly leading to increased value per customer.
- Facilitates management reporting by submitting customer experience reports on a weekly basis with a view of giving feedback to branch management on levels of customer satisfaction and recurrent issues.
- Spearheads the achievement of high standards of Customer Service are maintained throughout service levels as well as 100% compliance to the Bank's policies and procedures at all times.
- Achievements
- Resolved customers' complaints while identifying problems and taking appropriate corrective action, increasing client retention ratio significantly.
- Frequently conducted staff trainings, thereby, promoting effectiveness of the customer service department that in overall improved by 20%, according to the 2020 internal report.
- Motivated my team members to resolve an average of 300 inquiries per day between March and December 2020 amidst the challenges brought about by Covid-19
- Consistently met performance milestones in speed, accuracy, and volume in the year 2020
BRANCH TRAINER
9 Months- In this role, I Planned and facilitated periodic training of staff, majorly after identifying training & development needs through job analysis, appraisal schemes and regular consultation with business managers and the HR department
- Other Duties:
- Designed and developed training and development programs based on both organizational and the individual needs
- Oversaw performance of staff; identified training needs and used the identified needs to plan upcoming training sessions
- Spearhead optimal management of the training budget by carefully considering the costs of planned programs and keeping within the required amounts whilst ensuring acceptable levels of return on investment
- Collaborated with line managers, accountants and senior level executives, leading to the production of competitive training programs
- Revised programs from time to time in order to keep up with the changes in the market/industry.
- Achievements:
- Conducted basic financial training to over 8,000 individuals across Kitui county over a three-week period.
- Championed 100% achievement of statutory training requirements.
- Enhanced training quality by periodically evaluating training and development programs in order to incorporate improvements
BANK CASHIER/ SALES & SERVICE ADVISOR
1 Year 11 Months- Enhanced operational efficiency by accurately performing all financial transactions amounting to Ksh. 10 million daily, with key focus on (Cash Management, Security items as well as Cheques).
- Mitigated risk management by thoroughly verifying customers' data with a view of detecting any form of financial fraud
- Conducted KYC and opened new bank accounts for individuals and also companies
- Enhanced Customer Service by efficiently handling the deposit/withdrawal process, leading to reduced customer waiting time.
- Championed Service Quality & Business Operations Control by strictly adhering to all established Banks' Policies, operating manuals, service quality standards and code of conduct. This led to smooth workflow, high service quality and low level of operational risk.
- Eliminated the risk of cash difference by ensuring compliance to the Bank's cash control procedures as well as the Central Bank requirements.
- Achievements
- Facilitated a successful training session for the branch tellers, leading to improved service rates at the branch
- Successfully cross sold a minimum of two products per customer
- Successfully achieved an average of 270 transactions per day in year 2009
Education
Bachelor of Arts - Economics and Sociology
Data Science
Kenya Certificate of Secondary Education
Skills
Communication
Customer Experience
Attention to details
Risk assessment
Problem-solving
Time management
Multitasking Abilities
Team leadership
Decision-making
Interpersonal skills
Interests
Travelling and reading
Sewing
Timeline
CARD AND E-CHANNELS POS MANAGEMENT OFFICER
Co-operative Bank of Kenya
10.2022 - CurrentRead More
CUSTOMER SERVICE OFFICER
Co-operative Bank of Kenya
10.2015 - 10.2022Read More
BRANCH TRAINER
Co-operative Bank of Kenya
08.2015 - 05.2016Read More
BANK CASHIER/ SALES & SERVICE ADVISOR
Co-operative Bank of Kenya
11.2013 - 10.2015Read More
Chogoria Girls' High School
Kenya Certificate of Secondary Education
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Moringa School
Data Science
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Egerton University
Bachelor of Arts from Economics and Sociology
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PROFESSIONAL DEVELOPMENT:
- Knowledge and experience obtained from e-learning platform
- Rapport building in customer service
- Keeping business calls professional
- Providing effective internal customer service
- Forming new habits
- KYC, AML, Compliance and Risk management
- Writing effective emails and instant messages
- Expert insights on problem solving
- Anti-money laundering and global initiatives
- Professionalism, business etiquette and personal accountability
- Identifying and managing customer expectations
- Customer service confrontation and conflict