Esther Njuguna

 CURRICULUM VITAE. ESTHER WAIRIMU NJUGUNA. Mobile number - Email-P.O Box-, Nairobi. Personal statement A well-presented, highly industrious and consistent banker who has five years’ experience in the Banking industry. My key areas of expertise include but not limited to handling and solving client’s complaints (Customer relationship management), providing Customer/Product support to both external and Internal Customers, drive utilization of bank products within Corporate Banking, Business Banking and SME segments and generation of new business and following it up for closure .I am seeking an opportunity where I will use my skills and experience in customer relationship management to contribute towards achievement of organizational goals and objectives. Competencies Highly experienced in formulation and implementation of policies, guidelines and procedures for business development, strategies which deliver products and services that are innovative, responsive and meet customers’ needs and expectations. General knowledge and understanding of financial statements, including application of policies and principles for evaluation and management of risk associated with banking operations. Knowledge of the Code of Banking Practice Banking Act and KYC procedures Highly experienced in identifying and assessing risks associated with customer transactions/customer accounts and maintaining an effective system of controls to reduce the overall exposure. Skills in providing banking services to both corporate and personal markets customers while ensuring customer’s banking needs are identified and fulfilled efficiently while managing the risks associated with new accounts and specimen signatures. Proven ability to communicate clearly in a professional manner with the ability to conduct business and establish positive client’s relations in a confidential manner. Strong organizational and interpersonal skills with the ability to prioritize, multitask and work under pressure. Proficiency in Core Banking systems, good command of Microsoft Office tools, word processing, data handling and processing, Customer relationship management (CRM) tools, presentation and internet. Employment History. Customer Support Assistant, Barclays Bank of Kenya, Cash Management. April 2010 - March 2016. Duties and responsibilities. Handling customer enquiries, responding to telephone and email correspondence and giving guidance appropriately. Answered inquiries regarding bank products, explain, advise on and promote bank products and services to customers. Cross selling Bank products; proactively cross sell all BBK Bank products ensuring quality after sale service. Provided product support to Sales Managers and relationship managers to ensure that sales target by department were met. Maintained and developed relationships with existing customers in person and via telephone calls and emails. Worked closely with Relationship Managers and Sales Managers to drive utilization of bank products. Achievements. Resolved customer complaints by identifying problems and taking appropriate corrective action – Resulted in 50% increase in department’s efficiency. Demonstrated professional etiquette and manners when interfacing with customers which resulted in 30% improved feedback of customers. Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials. Educational background. Bachelor of Library and Information Science, Makerere University .2010. Unlocking Sales Potential, Barclays Bank of Kenya .2012. Kenya Certificate of Secondary Education (KCSE), B (Plain). St Monica Girls High School . Referees Please feel free to contact the under mentioned in regard to my competence, work ethic and performance. Naftali Gichuhi, Customer Support Manager. Corporate Banking and Cash management. Barclays Bank. Mobile number +254 -.`   Shelmith Ngari, Operations Manager. Barclays Bank. Mobile number +254 -. Bishop Francis Mutiria. The Apostles Church. Mobile number +254 -.