ROSE ETTYANG
Banker
AMUKURA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
11
11
Certifications
Work History
Service Quality Manager
Consolidated Bank of Kenya
8 2024 - Current
- Drive a performance management culture that will deliver the agreed individual objectives and goals in alignment with the Bank's strategy.
- Market new liability accounts in line with the given targets – Deposit mobilization.
- Review customer demands in the market and recommend products/services that fit their needs, in line with our policy.
- Keep abreast of new developments in customer preference and advise management on relevant changes.
- Develop and implement effective monitoring and MIS to support branch performance. These include daily reconciliations of items like cash, cashier records, ATMs, issuance, and reconciliation registers for loose assets, time locks, etc.
- Manage the surprise checks program and review of the checks that have been done to ensure issues highlighted by the checkers are resolved promptly.
- Ensure availability of operational manuals, and ensure that all branch staff understand the Bank's operational policies, procedures, and controls.
- In conjunction with the Branch Manager and other Head Office Departments, maintain the look, feel, and physical security of the branch to support the corporate brand.
- Put strategies in place to enable the business unit to achieve operational, productivity, and financial performance targets as detailed in the annual budget.
- Ensure adherence to Risk Control and Compliance requirements at all times, including Health and Safety, Security, etc.
- Manage and assist in remote and manual authorization to ensure efficient counter service, and any other work assigned by the supervisor.
- Conducted regular performance evaluations of staff members to identify areas for improvement and provide constructive feedback.
- Mentored junior team members, fostering a culture of continuous learning and development within the organization.
- Assessed competitor strategies for opportunities to enhance our own approach to maintaining industry-leading levels of customer satisfaction.
- Enhanced customer satisfaction by implementing effective service quality policies and procedures.
- Established strong relationships with clients, resulting in positive feedback and increased repeat business.
- Collaborated with cross-functional teams to ensure seamless communication for optimal customer experience.
- Developed key performance indicators to measure success, enabling continuous improvement in service quality.
- Managed a team of service professionals, fostering an environment of accountability and high-performance work culture.
- Analyzed data trends to identify areas requiring attention, proactively addressing potential service quality issues before escalation.
- Played a crucial role in achieving ISO certification, demonstrating commitment to excellence in service delivery processes.
- Reduced customer complaints by closely monitoring service delivery and addressing issues promptly.
- Devised incentive programs aimed at motivating front line staff members to consistently deliver superior service quality.
- Improved employee performance through regular training sessions and coaching on best practices in service quality management.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Service Officer
Consolidated Bank of Kenya
11.2017 - 07.2024
- Supervise and monitor service delivery at the branch to ensure that customers are served promptly.
- Ensure that customer queries are handled promptly.
- Undertake periodic review of system-generated reports to ensure accuracy and completeness.
- Perform EOM reconciliations and statistics, Branch metrics.
- Ensure safe custody of cash and serialized stationery.
- Fixed deposit management; negotiation of rates with Treasury on behalf of customers.
- Ensure collection of revenue; income collection for non-funded income budget of the branch.
- Cost management.
- Relationship management.
- Risk management; daily reconciliation, follow-up, and control of suspense accounts and call-over.
- Cash management; adherence to cash limits and insurance covers, organize cash in transit services
- Authorize teller vouchers in the Core Banking System as they are being processed.
- Reconcile cash at the end of the day through a physical cash count and monitor intra-day cash limits.
- Vault and ATM custodian.
- Custody of operations and treasury tools of trade.
- Ensure snap-checks are done in all sections of the branch, as per Bank policy.
- Key register management.
- Records management and archiving of bank documents.
- Compliance with bank policies, procedures, statutory, and regulatory requirements.
- Relieving the Branch Service Quality Manager.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
Customer Service Advisor/Back office Clerk/ Teller
Consolidated Bank of Kenya
01.2013 - 11.2017
- Handle customer queries – the bank's products and services.
- Account opening in accordance with standard operating procedures.
- Ensure efficient service delivery, and customers are served as per SLAs.
- Banking hall management and ensuring there is world-class customer service at the branch.
- Obtain feedback from customers and refer to the right section, if need be.
- Responsible for identifying and pursuing sales opportunities, and converting sales referrals into actual sales.
- Maintaining security and confidentiality of bank and customer information.
- Driving product sales by spotting and meeting customer needs through selling bank products.
- Accountable to comply with bank policy and procedures.
- Support business development through generation of sales leads.
- Perform teller roles.
- Conduct snap checks at the branch to ensure procedures are followed.
- Confirmation of cheques
- Process customer instructions such as EMV card requests, cheque book requests, registration of mobile and internet banking, standing order instructions, and stop cheque instructions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Reviewed customer feedback regularly, using insights to further enhance service delivery methods.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Direct Sales Representative
Co-operative Bank of Kenya
01.2011 - 01.2013
- Delivered compelling sales presentations that highlighted key features and benefits of products or services, resulting in increased conversion rates.
- Cultivated strong client relationships through consistent follow-ups and timely resolution of concerns, ensuring repeat business opportunities.
- Established trust with clients through transparent negotiations, ethical practices, and excellent service delivery standards.
- Wrote reports outlining activities and sales.
- Provided comprehensive product training to new hires, contributing to their rapid integration into the sales team.
- Met customers in homes and businesses to discuss and demonstrate products.
- Assessed competitor activities and adjusted selling approaches accordingly to maintain a competitive edge in the market landscape.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Education
Master of Arts (Project Planning and Management) -
University of Nairobi
01.2010 - 01.2012
Bachelor of Education (Arts) – English/Literature - undefined
Kenyatta University
01.2005 - 01.2009
Kenya Certificate of Secondary Education (KCSE) - undefined
Mukumu Girls’ High School
01.2000 - 01.2003
Skills
Staff Training and Development
Websites
Certification
Sales and Marketing
References
- Ivy W. Kimani, Internal Auditor, Consolidated Bank of Kenya, P.O. Box 51133- 00100, NAIROBI, 0726676536
- Nelson O. Ogony, Branch Manager, Co-operative Bank of Kenya, Siaya, 0721987962
- Stephen Buoro, IT Manager, Consolidated Bank of Kenya, P.O. Box 51133- 00100, NAIROBI, 0723992405
Publications
The influence of social protection programmes on the livelihood of orphans and vulnerable children in Nyatike District, Migori county., 2012
Timeline
Customer Service Officer
Consolidated Bank of Kenya
11.2017 - 07.2024
Customer Service Advisor/Back office Clerk/ Teller
Consolidated Bank of Kenya
01.2013 - 11.2017
Direct Sales Representative
Co-operative Bank of Kenya
01.2011 - 01.2013
Master of Arts (Project Planning and Management) -
University of Nairobi
01.2010 - 01.2012
Bachelor of Education (Arts) – English/Literature - undefined
Kenyatta University
01.2005 - 01.2009
Kenya Certificate of Secondary Education (KCSE) - undefined
Mukumu Girls’ High School
01.2000 - 01.2003
Service Quality Manager
Consolidated Bank of Kenya
8 2024 - Current
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