VINCENT TSIMONYWA
Summary
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Customer Relations Manager
Standard Chartered Bank Kenya
1 2023 - Current
- Assist 20+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Drive conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities
- Perform checks, ensuring that CDD and Regulatory Onboarding (e.g., FATCA, CRS) output (for both new onboarding and periodic reviews of existing customers)
- Onboard 20+ new to bank (NTB) clients monthly and increase product per customer (PPC) ratio for existing to bank (ETB) clients from 2 to 4 by providing solutions on a wide range of financial matters including retirement planning, estate planning, asset allocation and foreign exchange
- Collaborate with internal teams and sellers to help identify growth opportunities through account planning and delivery execution
- Proactively seek opportunities to develop the value of support and expand offerings by communicating the customer value to an internal audience
- Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate
- Collaborate with various Business units on client onboarding, wealth management and conduction quarterly period reviews to minimize risk and maximize on new sales revenue generation
- Provide advice on potential financial planning solutions based on client's needs and ensure handover of physical documentation for archival as per local requirements
- Engage assigned portfolio of 300+ customers generating a revenue of $10,000+ per month increasing customers' value and profitability, deepening their existing relationship, uncovering their needs, by providing them with the appropriate products & services exceeding my annual sales target by 120%
- Escalate cases of suspicious financial activity to the Line Manager and any other maters outside the Group Code of Conduct.
- Enhance customer satisfaction by efficiently addressing and resolving service-related issues.
- Develop and maintain strong relationships with key clients, fostering long-term partnerships.
- Address customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promote company brand and unique offerings through personalized customer service.
- Maintain detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Manage a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
Business Development Manager, Business Clients
Standard Chartered Bank Kenya
4 2021 - 12.2022
- Processed new business clients account opening (AO) applications by ensuring alignment between the business and bank relationship team.
- Interacted with 10+ SMEs & corporate clients weekly to gather deal requirements, financial statements, and other inputs for performing quality analysis and client due diligence (CDD) leading to the Asset book growth by 15% Monthly.
- Provided suggestions on improving business accounts onboarding processes, identified opportunities to streamline and automate which increased efficiency and reduced complaints together with associated costs.
- Acquired and trained 20+ clients on online banking channels improving overall sales targets by 24% while maintaining 86% in portfolio management by working with RM/TL/product partners and structuring credit solutions for them while ensuring the appropriateness of the products.
- Recommended 3+ credit application weekly for approval after reviewing and analyzing business credibility including company financials, company management and all risks affecting a company.
- Proactively managed risks and established controls to improve the overall state of the risk management and operating framework with adherence to AML policies.
- Ensured documentation is scanned, uploaded, and tagged as per global documentation standards.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
Tele Sales Executive, Retention Team
Standard Chartered Bank Kenya
06.2016 - 03.2021
- Contacted potential and existing customers to inform them about the credit card preposition, its features, and benefits
- Offered solutions by persistently addressing customer issues, queries, and objections
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Handled recovery by looking for ways to improve service to customers which reduced complaints by 75% on my designated line
- Collected source data such as customer names, addresses, phone numbers and credit card information for over 1000+ customers and enter data into customer service software
- Activated (New to Bank) NTB clients, and educated clients on remote channels usage i.e., online, Client Centre, ATM
- Ensured strong due diligence on document safekeeping and data confidentiality with correctness of documentation prior to any dispensation from the Bank
- Took ownership for team coordination and connected identified opportunities, questions, and/or issues from customer organizations.
Direct Sales Representative
The Co-operative Bank of Kenya
08.2013 - 04.2016
- Pro-actively marketed business lending and deposit opportunities from prospective clients meeting 100% of my monthly target and winning the MDLC (Managing Director Liability Campaign) twice
- Marketed and processed Asset Finance and Insurance Premium Finance Loan applications and Bank's Personal loan products
- Performed customer loan appraisals, prepared clients' business financial and bank account analysis, maintained portfolio quality/loan recovery.
Sales Representative
Karonett Limited
03.2013 - 08.2013
- Collected reviews, analysed data, and prepared reports, charts, budgets, and other presentation materials
- Responded to routine inquiries from external or internal sources with own correspondence or other messaging
- Answered customer with quick solutions, ensuring customer satisfaction.
Education
Certificate in Cybersecurity & I.T -
QUEST INTERNATIONAL UNIVERSITY (QIU)
08.2023 - 05.2024
Bachelor of Commerce - BCom Accounting and Finance - undefined
THE CATHOLIC UNIVERSITY OF E.A. (CUEA)
05.2009 - 05.2012
Skills
Analytical Skills
Customer-facing consulting
Team player
Client Needs Assessments
Attention to Detail
Case Management
Teamwork and Collaboration
Problem-solving abilities
Cross-Selling and Up-Selling
Written and verbal communication
Time Management
Certification
Excel: Advanced Formulas and Functions, LinkedIn
Languages
English
Swahili
References
- ANGELA MALUSI, Senior Universal Banker Chiromo Branch, Standard Chartered Bank Kenya Ltd., +254-722991761, Angela.Malusi@sc.com
- JULIUS KARIGE, Sales Accounts Manager, Bob Mill Industries, +254-702643796, jukarige@gmail.com
Timeline
Certificate in Cybersecurity & I.T -
QUEST INTERNATIONAL UNIVERSITY (QIU)
08.2023 - 05.2024
Tele Sales Executive, Retention Team
Standard Chartered Bank Kenya
06.2016 - 03.2021
Direct Sales Representative
The Co-operative Bank of Kenya
08.2013 - 04.2016
Sales Representative
Karonett Limited
03.2013 - 08.2013
Bachelor of Commerce - BCom Accounting and Finance - undefined
THE CATHOLIC UNIVERSITY OF E.A. (CUEA)
05.2009 - 05.2012
Customer Relations Manager
Standard Chartered Bank Kenya
1 2023 - Current
Business Development Manager, Business Clients
Standard Chartered Bank Kenya
4 2021 - 12.2022
Excel: Advanced Formulas and Functions, LinkedIn
Excel 2021 Essential Training (Office 2021/LTSC), LinkedIn
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