VINCY NAMDZINI MUATWA

Floor Management
Engage 80% of customers and direct them accordingly
Resolve 95% of customer feedback and complaints within 2 hours
Improve First Call Resolution (FCR) rate by 15% in 6 months
Ensure 90% compliance with SLAs at all service points
Maintain consistent brand image and ambience
Training and Development
Conduct soft skills training for 20 staff members per quarter
Enhance customer-facing skills, resulting in 20% increase in customer satisfaction
Sales and Marketing
Achieve 55% sales conversion rate for bank products
Cross-sell and upsell bank products, increasing sales by 25% per quarter
Open 20 new accounts per month
Operational Support
Resolve 95% of assigned issues in Service Cloud within 2 hours
Support Accounts Opening Supervisor, Digitization, and Cash Officer teams

• Ensure 95% customer satisfaction rate by engaging and directing customers visiting the unit accordingly
• Analyze and resolve 90% of customer feedbacks and/or complaints within 2 hours of receipt
• Review and discuss service levels at various workstations with team members, resulting in a 10% increase in customer satisfaction
• Ensure 95% adherence to set SLAs (Service Level Agreements) at all service points
• Maintain a brand, ambience, and corporate image that meets or exceeds set standards, as measured by quarterly customer feedback surveys
• Conduct soft skills training for team members, resulting in a 15% increase in employee engagement
• Achieve a 22% increase in sales of bank products through cross-selling and marketing efforts during customer interactions
• Open new accounts for clients with a 95% accuracy rate, meeting client specifications
• Onboarding customers on digital platforms, ensuring a 95% satisfaction rate
• Resolve 95% of assigned issues in the Service Cloud within the designated timeframe
• Offer support to Accounts Opening Supervisor, Digitization Officer, Cash Officer, and Equitel Officer, resulting in a 10% reduction in escalations

• Recruit at least 20 older persons to the Inua Jamii program each day, with a goal of reaching 600 new recruits within a month.
• Fill out the details of 95% of the recruited older persons to the government database within 2 weeks of recruitment
• Accurately record and file the details of 90% of recruited older persons to the office files within 3 days of receipt
• Ensure that 95% of assigned older persons receive their assigned money on time, with a goal of reducing late payments by 15% within 6 months
• Register and issue certificates to at least 5 CBOs (Community-Based Organizations) and Self-help groups each quarter, with a goal of reaching 20 new registrations within a year.

• Assisted with preparing and distributing survey tools, including tablets and questionnaires, to ensure a high level of accuracy
• Conducted accurate household sampling according to established methodology
• Took accurate anthropometric measurements
• Administered questionnaires accurately and efficiently, achieving a high completion rate among sampled households
• Performed various tasks as assigned by the supervisor, with a high level of task completion

• Recruit and admit at least 15 new children to the school each quarter, with a goal of reaching 60 new admissions within a year
• Maintain accurate and up-to-date records of all children, including admission details, medical records, and progress reports, with a 95% accuracy rate
• Conduct child and family needs assessments for at least 20 families each quarter, with a goal of reaching 80 assessments within a year
• Act as a link between the child, family, and sponsors by taking sponsors on at least 20 home visits each quarter, with a goal of reaching 80 visits within a year

• Record keeping: 95% accuracy rate
• Report writing: 2 reports/month, with a goal of increasing quality by 20% within 3 months
• Basic counseling: 5 sessions/month
• Needs assessment: 10 patients/month
• Patient follow-up: 20 patients/month
• Drug sorting: 95% accuracy rate

• Maintain organized office files and records, ensuring easy access to information
• Ensure accurate and timely record keeping, including tracking of program data and metrics
• Receive and file incoming mail and memos, distributing to relevant staff members
• Identify community issues, needs, and problems affecting Persons with Disabilities (PWDs) and assist in developing solutions
• Participate in training sessions on business-related activities for women, including bead work, tailoring, peanut butter making, and detergent making

* Assisted with report writing, documenting program activities and outcomes
* Contributed to data management and record keeping
* Conducted research to identify community issues affecting the disadvantaged community in the Tana River region
* Assisted with conducting community needs assessments to better understand the needs of the community
* Helped mobilize the community and promote awareness about program initiatives
* Facilitated workshops and training sessions aimed at empowering the community and individuals with special needs