Open To Work
Shaleen Mugo
Customer Support Specialist
Nairobi, Nairobi Province,30
Summary
Results-driven Relationship Management Professional experienced in enhancing client satisfaction and retention through effective onboarding processes. Delivered tailored financing solutions by analyzing client needs in collaboration with cross-functional teams, contributing to significant portfolio growth. Maintained accurate records and ensured compliance with regulatory standards while managing multiple priorities and supporting team objectives.
Overview
4
4
Certifications
7
7
years of professional experience
Work History
Relationship Officer
Kingdom Bank
06.2025 - Current
- Resolve customer complaints and issues promptly while maintaining professionalism and confidentiality
- Process daily transactions accurately, including deposits, withdrawals, transfers, and payments
- Educate customers on bank products, digital banking services, and self-service options
- Maintain accurate customer records in core banking systems and CRM platforms
- Ensure compliance with KYC, AML, and internal banking policies and procedures
- Identify customer needs and refer appropriate products or services to relevant departments
- Collaborate with branch staff to meet customer service and operational targets
Relationship Officer
Equity Bank
05.2023 - 01.2025
- Facilitated the onboarding process for new corporate banking customers within Equity Bank Kenya, ensuring seamless integration and a positive experience.
- Provided tailored financing solutions to clients across diverse sectors of the Kenyan economy, resulting in a 20% increase in customer satisfaction.
- Collaborated with cross-functional teams to analyze customer needs and develop customized banking solutions, leading to a 15% improvement in client retention rates.
- Acted as a key point of contact for clients, addressing inquiries, concerns, and financial requirements with a resolution rate of 90%.
Customer Service Executive
Rivatex East Africa Limited
04.2020 - 05.2023
- Received comprehensive training in finance, sales, and inventory management at Rivatex East Africa Limited, specializing in bookkeeping, sales reconciliation, and invoice preparation.
- Successfully reconciled sales transactions against cash book records, ensuring accuracy and financial integrity, with a reconciliation accuracy rate of 95%.
- Prepared invoices promptly and accurately, minimizing errors and discrepancies, resulting in a 90% invoice accuracy rate.
- Managed the filing of monthly tax returns, ensuring compliance with regulatory requirements and deadlines, with a 100% on-time submission rate.
- Conducted cost analysis across all manufacturing departments, optimizing resource allocation and identifying cost-saving opportunities, leading to a 15% reduction in production costs.
Customer Service Representative
Equatorial Nuts Company
01.2019 - 03.2020
- Managed invoice preparation and delivery processes, achieving 98% invoice accuracy through timely and precise billing.
- Coordinated merchandise delivery logistics, optimizing efficiency, and minimizing delivery errors, leading to a 95% on-time delivery rate.
- Prepared payment vouchers accurately, facilitating smooth and efficient payment processing for vendors and suppliers, with a 100% error-free voucher preparation rate.
- Conducted debt collection activities according to established procedures, achieving 20% reduction in outstanding receivables within six months.
- Maintained accurate records of invoice transactions, merchandise deliveries, payment vouchers, and debt collection activities, ensuring data accessibility for future reference.
Education
Bachelor of Commerce - Marketing
Strathmore University
Nairobi, Nairobi Province, KenyaSkills
Customer Relationship Management
Client Engagement
Client Onboarding
Client retention
Customer complaint resolution
Customer education
Lead generation
Transaction processing
Contract & Account Management
Certification
Customer Experience |Equity Academy
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
Sh116000/yr - Sh200000/yrTimeline
Relationship Officer
Kingdom Bank
06.2025 - Current
Relationship Officer
Equity Bank
05.2023 - 01.2025
Customer Service Executive
Rivatex East Africa Limited
04.2020 - 05.2023
Customer Service Representative
Equatorial Nuts Company
01.2019 - 03.2020
Bachelor of Commerce - Marketing
Strathmore University