Sheila Jepkorir Kiprono
Product Support Expert
Iten- Kenya
Summary
Dedicated professional with six years of experience in the banking sector, specializing in call center operations, customer experience, and product support. Proven ability to deliver exceptional service and support to clients while ensuring their needs are met efficiently and effectively. Adept at navigating complex inquiries and providing timely resolutions to enhance customer satisfaction. Currently excelling as a Product Support Executive with a focus on payroll services, demonstrating proficiency in troubleshooting technical issues and delivering comprehensive product guidance. Seeking to leverage extensive industry knowledge and expertise to drive customer success and contribute to the growth of a dynamic organization."
Overview
14
14
years of professional experience
Work History
Product Support Specialist
Workpay Africa Limited
11.2021 - Current
- Become and remain an expert in Workpay’s product and service features, functionality,and knowledge base.
- Respond rapidly, decisively, and effectively to time-sensitive user inquiries and problems
- Take ownership of time-sensitive user issues and follow problems through to resolution.
- Create and manage support tickets, ensuring clear understanding and rapid resolution.
- Deliver a responsive, action-oriented, and pleasant support experience to users in a way that improves satisfaction and NPS scores.
- Help revise Product Support policies and promote their implementation.
- Provide continuous feedback and follow up with our Product team regarding system bugs and user experience, ensuring change and resolution.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Maximized customer satisfaction by resolving service issues promptly.
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Handled high-volume telephone calls to address and resolve customer queries.
- · Participate in regular meetings to discuss client feedback and potential enhancements to the product.
- Gather feedback from clients on their experience with the payroll software and suggest improvements to the development team.
- Test new features and updates before they are released to ensure they are functioning correctly.
Customer Experience Officer
Kenya Commercial Bank
06.2018 - 11.2021
- Assist customers with their inquiries, whether in person, over the phone, or via email.
- Provide accurate information regarding bank products, services, and policies.
- Handle customer complaints, concerns, and issues promptly, aiming for a first-contact resolution.
- Ensure that customers receive prompt, accurate, and courteous service.
- Monitor and measure customer satisfaction through surveys and feedback mechanisms.
- Identify and resolve customer problems in a timely and effective manner.
- Escalate complex issues to the appropriate department or manager when necessary.
- Follow up on unresolved issues to ensure customer satisfaction.
- Collaborate with other departments to streamline processes that impact the customer experience.
- Suggest and implement improvements to enhance the customer journey across all touchpoints.
- Stay updated on industry trends and emerging customer service practices to continually enhance service delivery.
- Build and maintain strong relationships with customers to foster loyalty and retention.
- Ensure all customer interactions comply with bank policies, procedures, and regulatory requirements.
- Maintain accurate records of customer interactions and transactions on CRM
- Prepare regular reports on customer feedback, service quality, and other key metrics for management review.
Contact Center Officer
NCBANK
11.2016 - 06.2017
- Answer incoming calls, emails, and chat requests from customers in a professional and courteous manner.
- Assist customers with inquiries related to their accounts, transactions, and banking products.
- Provide accurate information about the bank's products, services, fees, and policies.
- Identify, troubleshoot, and resolve customer issues, including problems with online banking, mobile apps, account discrepancies, and other service-related concerns.
- Escalate complex or unresolved issues to the appropriate department or supervisor when necessary.
- Follow up on customer inquiries and complaints to ensure timely resolution.
- Assist customers with various banking transactions, such as account inquiries, balance checks, fund transfers, and bill payments.
- Guide customers through the process of using self-service options like ATMs, online banking, and mobile banking apps.
- Verify customer identity according to the bank's security protocols before providing account information or processing transactions.
- Report suspicious activities or potential fraud to the relevant department.
- Accurately record customer interactions, issues, and resolutions in the bank's customer relationship management (CRM) system.
- Maintain up-to-date knowledge of all banking products, services, and system updates
- Participate in ongoing training and professional development to stay updated on banking regulations, products, and customer service best practices.
- Provide feedback to management on recurring issues or customer concerns to help improve processes and enhance customer satisfaction.
- Build and maintain positive relationships with customers by providing excellent service and support.
- Handle difficult or irate customers with empathy and professionalism, aiming to resolve their concerns and retain their business.
Business Development Executive
I&M Bank
01.2016 - 07.2016
- Identify and approach potential clients to promote banking products and services.
- Manage the sales process from lead generation to deal closure.
- Build and maintain strong relationships with existing clients.
- Address client needs and identify opportunities for cross-selling or upselling.
- Promote loans, credit facilities, and other banking solutions to meet client needs.
- Achieve or exceed sales targets.
- Attend industry events to build a network of contacts and partnerships.
- Develop strategic relationships with key stakeholders.
- Contribute to the development and execution of the bank’s business growth strategy.
- Adjust strategies based on performance and market feedback.
- Prepare regular reports on sales performance and market trends.
- Stay updated on industry trends and regulatory changes.
- Provide feedback on areas for growth and service improvement.
Relationship Officer
Okoa Finance Limited
05.2014 - 10.2015
- Maintained and built close relationships with customers through regular contact and visits.
- Boosted customer satisfaction levels with timely and effective resolution of concerns and inquiries.
- Led successful marketing campaigns to drive new business acquisition and deepen existing client relationships.
- Monitored, followed-up and escalated cases to meet customer response commitments.
Clerk
Prime Time Sacco
05.2010 - 08.2010
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Education
Kenya Certificate of Secondary School -
AIC Girls Kessup High School
Iten 04.2001 -
Bachelors of Commerce - Finance
Catholic University of Eastern Africa
Nairobi 04.2001 -
Diploma in Business Management - Banking And Finance
Masinde Muliro University
Kakamega 04.2001 -
Advanced Diploma in Business Management - Finance
Catholic University of Eastern Africa
Nairobi 04.2001 -
Skills
Network Troubleshooting
Remote Support
Knowledge Base Maintenance
User Acceptance Testing
Payments system
Call centre administration
Hubspot and Ticketing
Payroll processing
Global payroll
Escalation management
CRM Software
Customer Service
Problem-Solving
Active Listening
Incident Management
Additional Information
Reference
Timeline
Product Support Specialist
Workpay Africa Limited
11.2021 - Current
Customer Experience Officer
Kenya Commercial Bank
06.2018 - 11.2021
Contact Center Officer
NCBANK
11.2016 - 06.2017
Business Development Executive
I&M Bank
01.2016 - 07.2016
Relationship Officer
Okoa Finance Limited
05.2014 - 10.2015
Clerk
Prime Time Sacco
05.2010 - 08.2010
Kenya Certificate of Secondary School -
AIC Girls Kessup High School
04.2001 -
Bachelors of Commerce - Finance
Catholic University of Eastern Africa
04.2001 -
Diploma in Business Management - Banking And Finance
Masinde Muliro University
04.2001 -
Advanced Diploma in Business Management - Finance
Catholic University of Eastern Africa
04.2001 -
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