Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

SAMUEL OSORO NYABUTO

Nairobi

Summary

Results-driven and seasoned professional with extensive experience in business development and customer relationship management at Unaitas Sacco Society, Ltd. Achieved over 85% client retention through effective risk assessment and data analysis, contributing to increased profitability. Demonstrates strong leadership and integrity, consistently delivering exceptional service and fostering organizational growth. Adaptable and performs well under pressure, meeting tight deadlines in dynamic environments. .

Overview

6
6
years of professional experience
1
1
Certification

Work History

Relationship Officer

Unaitas Sacco Society Ltd
Kisumu
01.2023 - Current
  • Acquiring, developing, and retaining profitable clients with high transaction volumes, and maximizing product uptake through cross-selling.
  • Achieve business growth by promoting all Unaitas products to current and potential customers, to ensure profitability.
  • Data mining from the existing membership, as coded to the officer, and creating a pipeline for business development.
  • Responsible for the growth of branch low-cost sticky deposits, and the uptake of alternative business channels.
  • Interviewing, analyzing, and evaluating credit applications with emphasis on risks, and developing timely credit proposals for consideration.
  • Implementing proper risk management practices.
  • Providing feedback to head office departments on the market characteristics and competitors' activities.
  • Assist customers in resolving complaints regarding products or services in a timely manner.
  • Utilize effective communication techniques, such as active listening, questioning, and summarizing, during customer interactions.
  • Collaborate closely with colleagues from other departments to ensure the smooth delivery of services.
  • Analyze market trends and identify potential new business opportunities.
  • Participate in training sessions related to relationship management principles and practices.
  • Analyze customer feedback data to identify areas for improvement in customer experience.
  • Create customized solutions for clients to manage their financial needs.
  • Build and expand existing client relationships through proactive contact and effective pipeline management.
  • Identify and prioritize activities to maximize revenue contribution from the allocated client portfolio.
  • Analyze the financial requirements of clients to match with the bank's product offerings.

Customer Service Officer

Unaitas Sacco Society Ltd
Kisumu
01.2022 - 12.2022
  • Developed strong interpersonal skills through face-to-face interactions with customers.
  • Utilized problem-solving techniques to resolve customer disputes quickly and effectively.
  • Recommended product offerings to meet customers' changing needs.
  • Adapted communication style based on the needs of each individual customer.
  • Worked closely with management teams to ensure compliance with company regulations and industry standards.
  • Communicated complex information in an understandable and relatable way to members and providers.
  • Analyzed customer feedback surveys to identify areas for improvement in the quality of service provided.
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Listened to clients' inquiries, concerns, requests, and complaints, and ensured customer inquiries were promptly and effectively resolved within the required turnaround time.
  • Ensured customers are well-informed of Unaitas products by displaying relevant, up-to-date information in the banking hall.
  • Identified opportunities to cross-sell/push Unaitas products and services by customarily requesting inward customers for stretched business and referrals, which aided in the business growth of the Sacco.
  • Maintained accurate and up-to-date client records, ensuring confidentiality and data protection.
  • Continuously explored ways to improve the efficiency and effectiveness of service, to enhance customer satisfaction and loyalty.
  • Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Obtained and examined relevant information to assess the validity of complaints and determine possible causes.
  • I complied with the respective Know Your Customer (KYC), Know Your Product (KYP), and Know Your Transaction (KYT) procedures.

Bancassurance Officer

Unaitas Sacco Society Ltd
Nairobi
01.2019 - 12.2021
  • Facilitated timely processing of quotations and placement of insurance covers.
  • Organized and facilitated monthly and quarterly insurance conferences/forums for potential and existing members, including Sacco staff.
  • Continuously reviewed company insurance requirements, and advised on the profiles of risks to be presented for insurance cover.
  • Coordinated business growth with the business development officers (BDOs) under the agency at the branch level.
  • Ensured that the premium was collected according to the laid-down procedures for all business underwritten and placed with underwriters.
  • Ensuring timely delivery of policy documents, and safe custody where applicable.
  • Generation of insurance business from the bank's existing corporate, micro, and SME customers, pledging assets as collateral.
  • Administrated submitted motor and non-motor claims.
  • Promoted customer experience by providing timely services within the SLA guidelines.
  • Championed client loyalty and above 85% retention.
  • Enforced corporate policies and procedures in compliance with applicable laws and regulations.
  • Collaborated with stakeholders to develop effective processes and initiatives for achieving organizational goals.
  • Developed and implemented strategies to improve productivity, efficiency, and effectiveness of operations.
  • Created or maintained a database of customer accounts.
  • Created and maintained strong relationships with staff, customers, and stakeholders.
  • Conducted research and analysis to identify key industry trends.

Education

Certificate of Proficiency - Insurance

College of Insurance
03.2021

Bachelor of Economics - Economics

The Technical University of Kenya
12.2018

Certificate of Elementary Spanish - Spanish

Nairobi Institute of Business Studies
12.2016

International Certificate of Digital Literacy - Digital Literacy

Hemlands College
01.2014

Kenya Certificate of Secondary Education -

Karura School
12.2013

Kenya Certificate of Primary Education -

Muranga College of Technology Primary School
12.2009

Skills

  • Business development
  • Adaptability and flexibility
  • Teamwork and collaboration
  • Risk assessment and regulatory compliance
  • Computer proficient, ie, Microsoft Office Suite, IBM SPSS, R, and Temenos Software
  • Data collection, entry, and analysis
  • Communication and presentation skills
  • Creativity and innovation
  • Customer relationship management
  • Product knowledge and attention to detail
  • Analytical problem-solving and issue resolution
  • Financial acumen and value selling
  • Customer portfolio management and growth
  • Strategic planning and deadline management
  • Operational efficiency

Certification

  • Customer Relationship Management, HP LIFE, 2025
  • The Art of Sales: Fundamentals of Selling, HP LIFE, 2025
  • Social Media Marketing, HP LIFE, 2025
  • Introduction to Digital Business Skills, HP LIFE, 2025
  • Growth Engine For Your Business, HP LIFE, 2025
  • Mortgage Origination and Refinancing Process Training, KMRC, 2024
  • Certificate of Credit Management, CCBI (Cooperative Consultancy and Bancassurance Intermediary), 2023
  • Fundamentals of Digital Marketing, Google LLC, 2022
  • Spanish language and leadership, IYF campus club, 2016

References

  • Humphrey Okeno, Zamara Risk and Insurance Brokers Limited, +254705260231
  • Faith Nyamu, Unaitas Sacco Society Ltd, 254723081942
  • Joel Amenya, Unaitas Sacco Society Ltd, 254725086206

Timeline

Relationship Officer

Unaitas Sacco Society Ltd
01.2023 - Current

Customer Service Officer

Unaitas Sacco Society Ltd
01.2022 - 12.2022

Bancassurance Officer

Unaitas Sacco Society Ltd
01.2019 - 12.2021

Certificate of Proficiency - Insurance

College of Insurance

Bachelor of Economics - Economics

The Technical University of Kenya

Certificate of Elementary Spanish - Spanish

Nairobi Institute of Business Studies

International Certificate of Digital Literacy - Digital Literacy

Hemlands College

Kenya Certificate of Secondary Education -

Karura School

Kenya Certificate of Primary Education -

Muranga College of Technology Primary School

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