Purity Njoki Wahome

• Lead and enhance customer service delivery, resulting in 35% increase in customer satisfaction scores
• Manage customer inquiries, resolve complex issues, and coordinate escalation to relevant departments
• Develop and facilitate training programs for bank products, boosting branch sales by 35%
• Foster collaborative relationships across branch departments, service providers, and stakeholders
• Spearhead regular customer satisfaction surveys, implementing feedback to improve services
• Oversee strategic marketing campaigns, contributing to 30% growth in product adoption
• Ensure compliance with bank policies through routine checks and adherence to service level agreements
• Supervise and mentor front office staff, enhancing team efficiency and service quality.
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.

- Identify and recruit eligible needy students for scholarship programs, ensuring alignment with program criteria and objectives.
- Provide mentorship to students under scholarship, supporting their academic success and personal development.
- Collaborate with educational institutions, community leaders, and other stakeholders to promote scholarship opportunities and drive successful recruitment.
- Monitor the academic progress and well-being of scholarship recipients, implementing intervention strategies as needed.
- Organize workshops and training sessions to equip students with life skills, including financial literacy and career planning.
- Assist in managing scholarship fund disbursements, ensuring timely and accurate support for recipients.
- Develop and maintain a tracking system to monitor the long-term outcomes and success of scholarship recipients.

• Supervised daily cash handling operations, ensuring accuracy in deposits, withdrawals, and account reconciliations
• Leveraged financial insights to develop customer service strategies that improved both customer satisfaction and operational efficiency
• Monitored and collected overdue loans, reducing loan arrears by 25%
• Provided expert advice to clients regarding their banking inquiries and product options
• Utilized ERP, Oracle, and Microsoft Office to streamline service operations
• Acted as a key liaison between the bank and clients, improving client relations
• Trained new staff on the bank’s credit system, ensuring adherence to procedures.

• Managed daily cash operations, ensuring accurate reconciliation and minimal discrepancies
• Promoted cross-selling of products, leading to a 10% increase in account openings
• Handled internal funds transfers, foreign currency exchanges, and inter-country transactions
• Promoted cross-selling efforts by educating staff on bank products and services, resulting in increased sales
• Enhanced the overall customer experience by working closely with the team to identify and address specific areas for service improvement
• Increased account retention with proactive outreach efforts targeting existing customers facing potential account closure or dissatisfaction issues
• Built trusting relationships with customers through attentive listening skills, insightful problem-solving abilities, and empathetic service approach
• Maintained a secure work environment by enforcing safety protocols and conducting regular audits of vaults, cash drawers, and security systems
• Promoted bank's products and services by consistently cross-selling to customers
• Researched and resolved customer issues on personal savings, checking, and line of credit accounts.