KHADIJA ADEN GAMADID
Banker/Administrator
Nairobi
Summary
Top-notch Relationship Banker and administrator with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. A proactive manager with great analytical ability.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Customer Service
Premier Bank Of Kenya
8 2023 - Current
- Welcoming clients to branch and directing them to appropriate department.
- Confirm weekly account opened and follow up new clients to fund account.
- Write and submit accurate and timely customer service reports to Management.
- Approve / authorize new accounts.
- Resolved issues and maintained customer service standards.
- Developed customer service scorecards to measure customer service performance.
- Met customer service objectives by providing superior customer service to Somali-speaking customers.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Provided extraordinary customer service to clients.
- Monitored banking associates for customer service.
- Met customer service expectations through problem resolution, daily communication and follow-up, boosting customer service scores 80%
- Displayed positive attitude while assisting multiple guests to provide excellent customer service, boosting customer service ratings 69%
- Developed customer service scorecards to measure customer service performance
- Provided outstanding customer service
- Register clients on mobile/internet banking and help them understand how to use mobile app.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement
- Developed deep understanding of customer service principles and customer service best practices
- Met customer service objectives by providing superior customer service to Somali speaking customers who don't speak any other language.
Administrative Manager
Wanag Medical Centre
01.2023 - 07.2023
- Work to prepare or supervise preparation of processes and bill presentation to ensure quality and accuracy
- Created and maintained spreadsheets, databases and reports to drive administrative oversight for management and staff
- Develop and implement effective policies for all operational procedures
- Assigned tasks to associates, tracked progress and updated clients to facilitate administrative operations
- Maintain organized medical and employee records
- Ensure prompt ordering and stocking of medical and office supplies
- Prepared and reviewed operational reports and schedules to ensure accuracy and efficiency.
Independent Insurance Sales Agent
XPLICO Insurance Agency
09.2019 - 12.2020
- Meets with potential clients to discuss adequacy of existing insurance coverage and related financial resources
- Explains various insurance policies and products to potential and existing clients; guides clients in selecting coverage to best meet their needs
- Suggests modifications and updates to clients existing insurance policies
- Builds customized insurance policies and packages to meet client's needs
- Processes insurance policy renewals
- Assists clients with filing insurance claims.
Customer Care Representative
National Bank of Kenya –Islamic Banking
02.2013 - 08.2016
- Check all new accounts to make sure all KYC is followed, then sign the documentation
- Approve / authorize new accounts
- Project support team while pioneering new core banking system for Islamic banking
- Met customer call guidelines for service levels, handle time and productivity.
- Train and prepare performance reports on CSRs
- Confirm weekly account opened and follow up the new clients to fund the account
- Promptly responded to inquiries and requests from prospective customers.
- Write and submit accurate and timely customer service reports to Management
- Resolved concerns with products or services to help with retention and drive sales.
- Authorize /approve Cheque book requests, ATM application, standing instructions and any alerts from CSRs
- Cross-trained and backed up other customer service managers.
- Sit in for Operation Officer when he is not in the office Maintain high professional standards and strive to provide quality services and competitive pricing to clients.
Customer service Representative
Takaful Insurance of Africa
09.2011 - 01.2013
- Serving walk in clients
- Delivered prompt service to prioritize customer needs.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Receiving and sending mail
- In charge of all incoming and outgoing calls
- Issued policies to clients.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Created and maintained detailed database to develop promotional sales.
Education
Bachelor of Arts - International Relations
University of Nairobi
Nairobi Province, Kenya 05.2001 -
Entrepreneurship/Work Readiness Program
G-YOUTH USAID
Garissa District, Kenya05.2010
Kenya Certificate Secondary Education
Nairobi Muslims Academy
Nairobi Province, Kenya12.2009
Kenya Certificate of Primary Education
Young Muslim Primary School
Garissa District, Kenya12.2005
Skills
Additional Information
REFEREES
Mohamed Abdi
Human Resource Manager
Takaful Insurance of Africa
Tel:+254722718510
Adano Jalla Wario
Manager Customer Service
National Bank of Kenya
Tel:+254727258354
Abdirahman Abdullahi
CO Wanag Medical Centre
Tel:+254722858789
Timeline
Administrative Manager
Wanag Medical Centre
01.2023 - 07.2023
Independent Insurance Sales Agent
XPLICO Insurance Agency
09.2019 - 12.2020
Customer Care Representative
National Bank of Kenya –Islamic Banking
02.2013 - 08.2016
Customer service Representative
Takaful Insurance of Africa
09.2011 - 01.2013
Bachelor of Arts - International Relations
University of Nairobi
05.2001 -
Customer Service
Premier Bank Of Kenya
8 2023 - Current
Entrepreneurship/Work Readiness Program
G-YOUTH USAID
Kenya Certificate Secondary Education
Nairobi Muslims Academy
Kenya Certificate of Primary Education
Young Muslim Primary School
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