Coaching and mentoring
Sylvia Korir
Client Service Manager
Nairobi,30
Summary
Client services Manager serving as an escalation point for clients. Provides internal stakeholders with updates and status reports. Delivers excellent services while building and maintaining client relationships.
Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in diffusing high-pressure situations.
Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Experienced client service manager bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work History
Client Service Manager
Standard Chartered Bank
Nairobi, 30
09.2016 - Current
- Managed over 50 client calls per day and over 300 emails in a month with clear understanding of client's requirements and banking product & services needs across multiple products.
- Guided clients navigate through payment channels.
- Conducted client visits to drive utilization of channels and service review to identify areas of improvements and address any service gaps.
- Gave clear and appropriate communication, using written and spoken skills.
- Gave timely and appropriate response.
- Ensured meeting clients' requirements while ensuring compliance with all regulations and controls as set by Bank and external regulatory authorities by all staff.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company wide.
Business Development Executive
Standard Chartered Bank
Nairobi, 30
06.2011 - 09.2016
- Managed and anticipated client requirements with focus towards administratively managing existing base as well as increase cross product holding per client Manage and anticipate client requirements with focus towards managing existing base as well as increase cross product holding per client.
- Offered consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters.
- Identified & partnered with product specialists, relationship managers and stakeholders to provide expert advice across wide range of service issues.
- Effectively converted service recovery to sales opportunities and sustained client loyalty.
- Strategized with sales team to prospect and qualify potential customers within assigned geographic territories.
- Kept meticulous client notes and updated account information in company databases.
- Collaborated with sales and marketing departments to support client acquisition.
- Built relationships with colleagues to facilitate teamwork, cooperation and success.
- Generated new business with marketing initiatives and strategic plans.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Consistently exceeded quotas through penetration of new accounts
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Stayed current on company offerings and industry trends.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Informed customers of promotions to increase sales productivity and volume.
- Achieved or exceeded company-defined sales quotas.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Trained new employees on customer service, money handling and organizing strategies.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Set and achieved company defined sales goals.
- Implemented creative sales training techniques for new and existing staff to increase revenue and overall success.
SALES REPRESENTATIVE, PERSONAL BANKING
BARCLAYS BANK OF KENYA
03.2010 - 05.2011
- Generated new customers.
- Sold all bank solutions to customers i.e., Loans, accounts, mortgages, credit cards for all customer segments.
- Ensured customer satisfaction is achieved.
- Ensured that all escalations are handled and managed within set Turn Around Times.
- Ensured that all Customers needs are addressed efficiently and effectively utilizing systems, processes and people.
- Provided customer input and feedback mechanism to other areas of business.
- Came up with ways to ensure delivery of exceptional service to all stakeholders.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages..
Lecturer
ZETECH UNIVERSITY
02.2010 - 06.2010
- Developed learning material, taught majorly on communicable diseases and community health and development.
- Performed student assessment and evaluation.
- Developed course content and developed curriculum in community development.
- Taught and mentored over 100 students to ensure mastery of content.
- Used variety of learning modalities and support materials to facilitate learning process and accentuate presentations.
- Selected and designed lesson plans and curriculum to meet academic objectives.
- Arranged syllabus, developed schedule, and determined reading list for varied courses simultaneously, giving students appropriate time to complete assignments and absorb information.
- Collaborated with faculty and staff to create meaningful learning experiences.
- Designed and implemented various educational activities and programs to meet student needs.
- Assessed students' progress and provided feedback to enhance learning.
- Impartially evaluated papers, projects and homework assignments of students, delegating grading to teaching assistants when appropriate.
- Graded quizzes, tests, homework, and projects to provide students with timely academic progress information and feedback.
Sales Assistant
KENYA MEDICAL ENGINEERING LIMITED
Nairobi
06.2009 - 08.2009
- Duties salesperson and doubled as office administrator.
- Managed and anticipated client requirements with focus towards administratively managing with existing client base.
- Increased sales by 20% in my tenure.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Increased sales and customer satisfaction through personalized servicing.
- Improved customer service and telecommunication skills to build lasting relationships.
- Engaged customers in social conversations to create pleasant and easy shopping experience.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
Education
Bachelor's degree - environmental health
Kenyatta University
Nairobi, 30 08.2006 - 04.2010
Some College (No Degree) -
Seko Girls High School
Eldoret, 44 01.2001 - 04.2004
Some College (No Degree) -
Kaperi
Eldoret, 44 01.1991 - 12.2000
Skills
Research and due diligence
Schedule Management
Training and mentoring
Customer Relations
Inter-department collaboration
Effective problem solver
Complaint resolution
Exceptional interpersonal communication
Skilled trainer
Excellent time management skills
Exceptional telephone etiquette
Customer-focused
Leveraging on Emotional Intelligence
Effective work prioritization
Effective workflow management
Accomplishments
- Successfully trained 10 new client service specialists.
- Collaborated with team of 5 in the development of communication materials on Cyber Security.
- Achieved great service by completing service recovery with accuracy and efficiency.
- Achieved 90% query reduction by introducing digital stamp for e-statements.
- Achieved 75% reduction of client follow on queries through effectively helping with training client service specialists
Interests
Certification
[Design Thinking], [Udemy] - [2022]
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Client Service Manager
Standard Chartered Bank
09.2016 - Current
Business Development Executive
Standard Chartered Bank
06.2011 - 09.2016
SALES REPRESENTATIVE, PERSONAL BANKING
BARCLAYS BANK OF KENYA
03.2010 - 05.2011
Lecturer
ZETECH UNIVERSITY
02.2010 - 06.2010
Sales Assistant
KENYA MEDICAL ENGINEERING LIMITED
06.2009 - 08.2009
Bachelor's degree - environmental health
Kenyatta University
08.2006 - 04.2010
Some College (No Degree) -
Seko Girls High School
01.2001 - 04.2004
Some College (No Degree) -
Kaperi
01.1991 - 12.2000