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Universal Banker
Customer Experience Specialist at ABSA Bank Limited who managed 350 accounts and improved onboarding turnaround times by 30%.
KenyaUniversal Banker at ABSA Bank Limited
Managed a retail and business banking portfolio of 350 accounts, acquiring 60+ new customers and increasing wallet share by 18%. Delivered customer-focused onboarding, reducing turnaround times by 30% while maintaining 98% data accuracy.
Customer Relationship ManagementCross SellingKYC ComplianceAMLAccount ManagementData AnalysisSalesforceZoho CRMZendeskFreshdeskJira
Managed a portfolio of 120+ retail and business clients, achieving a 94% satisfaction rate and 16% improvement in retention. Generated 45 new client relationships and prepared 60+ credit proposals with a 95% first-review acceptance rate.
Customer Relationship ManagementCredit AnalysisFinancial AnalysisCross SellingAccount ManagementKYCAMLSalesforceZoho CRMZendeskFreshdeskJira
Built and maintained trusted relationships with 150+ corporate and individual customers, improving satisfaction by 18%. Streamlined branch service processes, reducing waiting times by 25% and achieving a 90% first-contact resolution rate.
Customer ExperienceComplaint ResolutionRelationship ManagementCross SellingProcess ImprovementData AnalysisSalesforceZoho CRMZendeskFreshdeskJira
Managed daily banking needs for 80–100 customers, processing transactions with 99% accuracy. Resolved issues across multiple channels, achieving 85% first-contact resolution and generating 25+ new client relationships per month.
Customer ServiceTransaction ProcessingComplaint ResolutionCross SellingKYCAMLSalesforceZoho CRMZendeskFreshdeskJira
Ongoing certification with the Chartered Institute for Securities & Investment.
Master of Business Administration with a focus on Strategic Management.
Bachelor of Science degree in Biology.
Completed a certification in Data Analytics.
Completed a certification in Virtual Assistance.
Completed a certification in AI Essentials.
Completed a certification for Zendesk for Customer Service Agents.
Completed a certification as a Certified Support Agent.
Completed the Google Hustle Academy certification.
Completed a certification in Google Project Management.
Completed a certification in Customer Journey Mapping.
Completed a certification in Stakeholders Relationships Management.
Completed a certification in Successful Negotiation.
Profile sourced from Himalayas.