VALERIE GAYA
Nairobi,Kenya
Summary
Experienced Trade Law and Trade Policy with over six years of experience in Multilateral Trading System. Excellent reputation for resolving problems and improving stakeholder satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Dedicated Banking professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Transactional Banker, Private Banking
Stanbic Bank Kenya Limited
Nairobi
12.2023 - Current
- Cultivated interpersonal skills by building positive relationships with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Applied effective time management techniques to meet tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Self-motivated, with a strong sense of personal responsibility.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Educated customers on features and benefits of banking products and services.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
Trade Policy and Trade Law Expert
Tradesmart Consult Ltd
NAIROBI, KENYA
11.2021 - Current
- Worked closely with GIZ, EAC Project Teams to maintain optimum levels of communication to effectively and efficiently complete projects.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions on Export readiness and creating awareness on the AFCFTA agenda
- Used coordination and planning skills to achieve results according to schedule.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Account Support Officer
Stanbic Bank Kenya Ltd
Nairobi, Kenya
07.2022 - 11.2023
- Identified issues, analyzed information and provided solutions to problems.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Prepared variety of different written communications, reports and documents.
- Developed team communications and information for meetings.
- Drove operational improvements which resulted in savings and improved profit margins.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked with customers to understand needs and provide excellent service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provide a support service to the personal and business markets with regard to new account processing, account maintenance and investment rollovers.
- Understand the risks associated with opening of accounts, dealing with mandates and specimen signatures as well as maintain a high level of integrity and ethical standards.
- Understand the risk associated with account opening, account management and anti money laundering and well as maintain a high level of integrity and ethical standards.
- Proactively manage AML, Account Excesses, KYC Remediation, Loan Arrears and Digital penetration and Utilization Control treasury cash, blank forms, safe custody items and duplicate keys.
- Assess and understand the risks associated with the control and changes in the custody of assets and maintain an effective system of controls in order to reduce the overall exposure and thereby minimize risk.
- Maintain a high level of integrity and ethical standards.
Customer Service Consultant
Stanbic Bank Kenya | NAIROBI
NAIROBI, Kenya
11.2015 - 06.2022
- Resolved post-order concerns such as missing items, backorders, and replacement products.
- Brought in new customers via lead generation, prospecting, and cold calling.
- Protected sensitive customer information such as personal details and credit card information, completing transactions securely.
- Optimized processes by tracking and analyzing existing activities to identify and capitalize on opportunities for improvement.
- Supported customers throughout the sales cycle, demonstrating unsurpassed product and Banking and Finance industry knowledge.
- Closed out on issues on first calls by using Banking and Finance expertise, prepared scripts, and good research abilities.
- Answered customer questions about policies and procedures with a friendly and knowledgeable approach.
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Resolved issues based on thorough investigations of concerns.
- Helped improve processes and products by relaying customer feedback.
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
- Identified causes of product malfunctions and credited affected customers.
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans.
- Referred unresolved customer grievances to designated departments for further investigation.
- Met inbound customer needs while maintaining strict performance targets.
- Updated records with all interactions and customers transactions.
- Completed inquiries and followed up with customers to share findings and offer solutions.
- Avoided revenue losses with diligent attention to customers' needs and complaints.
- Sold products to customers during routine service calls using strong cross-selling abilities.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Audited documentation to identify errors and documented findings for review and action.
Education
Master of Science - International Trade Policy And Trade Law
University of Lund
Sweden11.2021
Certificate of Merit - Trade Policy And Gender
The Trade Policy Training Centre in Africa
Arusha, Tanzania07.2020
Bachelor of Science - Economics And Finance
Kenyatta University
Nairobi, Kenya07.2015
International French Diploma - French Studies
Alliance Francaise
Arusha, Tanzania08.2012
Skills
- Recordkeeping strengths
- Service standard compliance
- POS systems expert
- Creative problem solving
- Money handling abilities
- Technical Support
- Account management
- Retail materials management
- Administrative support
- Training development aptitude
- Professional telephone demeanor
- Key holder experience
- Staff education and training
- Multi-line phone talent
- Key stakeholder relationship building
- Receiving support
- Route dispatch
- CRM
- Good listening skills
- Strategic sales knowledge
- Trade law expert
- Employment and labor law expertise
- Patents and trademarks
- Policy and procedure improvements
- Expert International Trade Policy skills
- Policy compliance understanding
- Policy development and optimization
- Privacy policy expertise
- Expert Corporate Finance skills
- Sales team support
- Operations support
Affiliations
- Rotary International
- The Trade Policy Training Centre in Africa
Certification
- Trade Policy and Gender Training - two years
Quote
Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield
Timeline
Transactional Banker, Private Banking
Stanbic Bank Kenya Limited
12.2023 - Current
Account Support Officer
Stanbic Bank Kenya Ltd
07.2022 - 11.2023
Trade Policy and Trade Law Expert
Tradesmart Consult Ltd
11.2021 - Current
Customer Service Consultant
Stanbic Bank Kenya | NAIROBI
11.2015 - 06.2022
Master of Science - International Trade Policy And Trade Law
University of Lund
Certificate of Merit - Trade Policy And Gender
The Trade Policy Training Centre in Africa
Bachelor of Science - Economics And Finance
Kenyatta University
International French Diploma - French Studies
Alliance Francaise
- Trade Policy and Gender Training - two years
Similar Profiles
Elizabeth MutukuElizabeth Mutuku
TEAM LEADER, WORKPLACE BANKING at Stanbic Bank (Kenya) LimitedTEAM LEADER, WORKPLACE BANKING at Stanbic Bank (Kenya) Limited
Nicholas MwakuniNicholas Mwakuni
Asset Custodian at Stanbic Bank Kenya LimitedAsset Custodian at Stanbic Bank Kenya Limited
Jesse Kamau Ndung'uJesse Kamau Ndung'u
Cloud Security Engineer at Stanbic Bank Kenya LimitedCloud Security Engineer at Stanbic Bank Kenya Limited