SYLVESTER M. KIVUVA
MOMBASA
Summary
Results-driven professional with expertise in operational efficiency and team leadership. Proven ability to adapt to changing demands through strategic problem-solving and performance monitoring. Focused on driving revenue growth and promoting a culture of continuous improvement within teams.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
Kenya orient insurance Limited
Mombasa, Kenya
01.2022 - Current
- Implemented training programmes for new employees, enhancing team skills and productivity.
- Fostered a positive work environment, encouraging teamwork and employee engagement.
- Addressed customer complaints, resolving issues swiftly to maintain satisfaction and loyalty.
- Cultivated relations with customer service personnel to drive client retention and long-term growth.
- Developed annual branch business plans for maximum profitability and effectiveness.
- Analysed branch performance data, identifying trends to drive sales and improve customer service.
- Created process improvements, including new call centre and commission-based pay plans.
- Proactively identified and solved complex strategy problems impacting sales management and business direction.
- Elevated new business opportunities, implementing effective networking strategies.
- Monitored compliance with company policies and regulatory requirements to safeguard business integrity.
- Consulted with managers and chief executive to understand financial situation.
- Assessed financial strengths and weaknesses of company strategy.
- Boosted revenue, facilitating sales activity while developing employee measures for exceeding goals.
- Handled customer and employee finance queries, complaints and concerns, resolving with balanced solutions.
- Coordinated financial services for multiple clients and maintained strict compliance standard and controls.
- Streamlined operational processes through the implementation of efficient workflow systems.
- Managed daily operations, overseeing staff performance to maintain high service standards.
- Directly managed 6 staff in underwriting and sales
- Established daily priorities and organised workloads to maximise productivity.
- Led promotional activities to increase branch visibility and attract new customers.
- Cultivated and developed portfolio of clientele, securing strong base of loyal business relationships.
- Directed financial team, established controls and set policies for optimum operational results.
- Conducted regular staff meetings to communicate targets and gather feedback on operational challenges.
- Controlled expenditure, oversaw recordkeeping and monitored compliance with standards.
Assistant Manager
Kenya Orient insurance Limited
Kitengela, Kenya
01.2019 - 01.2022
- Coordinated with senior management to implement strategic plans for revenue growth.
- Resolved escalated customer complaints by offering practical solutions and maintaining professionalism.
- Facilitated communication between staff and senior management, acting as a point of contact.
- Led weekly staff meetings to discuss targets, performance improvements, and customer feedback.
- Prepared detailed reports on weekly sales, expenses, and staff productivity for management review.
- Conducted performance reviews, providing constructive feedback and setting individual goals.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Organised staff training sessions on new product ranges, enhancing team knowledge and sales skills.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
Realationship Manager
Kenya Orient Insurance Limited
Mombasa, Kenya
01.2018 - 02.2019
- Built strong and positive relationships with customers by staying polite and helpful throughout interactions.
- Created sales and marketing strategies to increase customer base and enhance sales.
- Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships.
- Handled high-profile clients and territories with exceptional planning and strategic engagement.
- Generated new business by executing strategic campaigns and proactively cold calling customers.
- Utilised CRM software to track client interactions, improving the accuracy of client data and service personalisation.
- Resolved complex client issues promptly, maintaining trust and preventing attrition.
- Maintained client correspondence, preferences and sales on CRM systems for sales and marketing purposes.
- Boosted client satisfaction by monitoring and continuously improving service delivery.
- Used creativity, strategic thinking and knowledge of current market trends to target and build relationships with potential customers.
- Negotiated terms with new clients, effectively communicating the value proposition of services offered.
- Oversaw the onboarding process for new clients, ensuring a smooth transition and high levels of client satisfaction.
- Identified opportunities for growth, expansion and sales by conducting market research.
- Maximised sales opportunities by determining and standardising best practices.
- Implemented customer feedback mechanisms, significantly improving service delivery and client contentment.
- Exceeded revenue goals through upselling and offering reliable and responsive service.
- Shared comprehensive product knowledge and drove revenue through consultative sales approach.
Relatioship Officer
Kenya Orient Insurance Limited
Mombasa, Kenya
01.2017 - 01.2018
- Managed team of junior officers, providing leadership and guidance for operational efficiency.
- Prepared detailed reports for senior management, outlining operational performance and strategic recommendations.
- Responded to emergency calls for service, providing timely assistance and support to individuals in distress.
- Reviewed and updated operational procedures, ensuring alignment with current best practices and regulatory requirements.
- Led training sessions on regulatory compliance, enhancing team's knowledge and skills.
- Delivered presentations at industry conferences, sharing insights and best practices with peers.
- Employed excellent interpersonal skills to build positive relationships with local schools, businesses and community groups.
Customer Service Representative
Kenya Orient Insurance Limited
Nairobi, Kenya
08.2015 - 02.2017
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Analysed customer feedback to identify patterns, initiating changes to service offerings based on collective insights.
Customer Service Agent
Liguid Telecomunications
NAIROBI, KENYA
04.2014 - 07.2015
- Resolved customer queries over phone and by email.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Developed and maintained strong relationships with customers through exceptional service and follow-up communications.
- Built meaningful connections with customers to promote customer loyalty.
- Built rapport with customers through courteous and professional communications.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Managed inbound calls in a call centre environment, efficiently resolving customer queries and complaints.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Participated in team meetings, contributing ideas for improving customer service procedures and outcomes.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
Customer service agent
Techno Brain BPO
NAIROBI, KENYA
01.2014 - 03.2014
- Resolved customer queries over phone and by email.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built meaningful connections with customers to promote customer loyalty.
- Developed and maintained strong relationships with customers through exceptional service and follow-up communications.
Education
Diploma - Insurance
College of Insurance
Nairobi01-2025
Bachelor of Arts - Philosophy
Pontifical Urbania University
Rome01-2014
Diploma - Philosophy and Religious studies
Consolata institute of Philosophy
Nairobi01-2014
diploma - Linguistics
Paraninfo Institute
Madrid-Spain01-2010
Skills
- Business analysis
- Customer relationship management
- Sales strategy development
- Regulatory compliance
- Team leadership
- Employee training
- Operational efficiency
- Financial oversight
- Excellent time management skills
- Strong interpersonal skills
- Customer Service
- Operations management
- Excellent work ethic
- Deadline focused
- Energetic
- Customer relations
- Staff motivation
- Decision-Making prowess
- MS office proficiency
- Business development
- Long-term business planning
- Risk management expertise
- Employee motivation
- Multi-tasking ability
- Client retention strategies
- People-oriented
- Employee management
- Performance monitoring
- Workflow optimization
- Revenue growth planning
- Cash Flow analysis
- Engaging leadership style
- Data collection and analysis
- Staff development reviews
- Compliance monitoring
- P and L responsibility
- Customer retention strategies
- Integrative negotiation
Languages
English, Swahili, kamba
First Language
Spanish
Advanced
C1
Certification
- IRA Licence
Hobbies and interests
- Reading
- Hiking
- Gym workouts
- Table games
- Family branches
References
Upon Request
Accomplishments
- Improved client Retention reviews by successfully handling customer complaints and implementing monthly staff training.
- Creation and resourcing of Kenya Orient inhouse call centre
- Enhanced internal (SLAs)processes, implementing across department for increased productivity and profits.
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of key client touch point areas
- Advanced from Customer service representative to Assistant branch manager quickly as result of my resilience, hardwork and excellency.
- Planned and coordinated sales and maketing projects resulting in increased sales.
- Increased sales by 34% while reducing costs by 50%
- Built and nurtured key client relationships to deliver a balanced book of 55:45
- Achieved certification through the sales gear Institute and Strathmore university
- Coordinated over 15 special public and private events with our key intermediaries
- Recognised by management for spearheading the implementation of marine insurance projects delivering outstanding performance and uptake of our marine product
- Updated and implemented internal control policies for continued branch compliance with the company and statutory guidelines.
- Recognised by management for my passion for excellence, leading to increased topline profitable growth
- Created and developed critical sales strategies to consistently exceed production targets.
Timeline
Assistant Branch Manager
Kenya orient insurance Limited
01.2022 - Current
Assistant Manager
Kenya Orient insurance Limited
01.2019 - 01.2022
Realationship Manager
Kenya Orient Insurance Limited
01.2018 - 02.2019
Relatioship Officer
Kenya Orient Insurance Limited
01.2017 - 01.2018
Customer Service Representative
Kenya Orient Insurance Limited
08.2015 - 02.2017
Customer Service Agent
Liguid Telecomunications
04.2014 - 07.2015
Customer service agent
Techno Brain BPO
01.2014 - 03.2014
Diploma - Insurance
College of Insurance
Bachelor of Arts - Philosophy
Pontifical Urbania University
Diploma - Philosophy and Religious studies
Consolata institute of Philosophy
diploma - Linguistics
Paraninfo Institute