Glorine Vihendah
Telephone no: - Email:-
Personal Profile
I am a well presented, self-motivated and confident professional with over 9 year’s diverse experience in customer
service and general administration having worked in Telecoms industry and Financial industry. I am skilled and
experienced in general administration and Finance, customer experience, managing of new and existing accounts
and relationship management, accounting and budgeting. Through my LinkedIn Learning I have upskilled myself and
gained strong abilities by studying over 70 courses and gotten certification in them which have positioned me in
being able to perform roles effectively. I am well versed in launching strategic plans, forecasting, setting and
delivering on set strategy and brand strategy execution, and I am also capable of building strong relationships through
rapport and great teamwork and delivering quality service. My performance is results-driven and as a quick learner
am fast at absorbing new ideas and adapting to changing scenarios. I desire to obtain a challenging position that will
enable me to learn and gain practical knowledge and skills for the benefit of the organization and me.
Education
2015 - 2019
2008 - 2009
2002 - 2005
Bachelor of Commerce, Finance Option
University of Nairobi
Diploma in Business Administration
Technical University of Kenya
Kenya Certificate of Secondary School
St. Mary's Mumias Girls High School
Professional Qualifications
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Jan - March 2008: Certificate in Computer Studies; Cosmic Computer College
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Becoming A Financial Analyst, LinkedIn Learning
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Becoming A Corporate Financial Analyst, LinkedIn Learning
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Become a Manager, LinkedIn Learning
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Master Digital Transformation, LinkedIn Learning
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HR and Digital Transformation, HR Certification Institute® (HRCI®)
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Financial Forecasting with Big Data, Project Management Institute (PMI)®
Skills
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Communication Skills: I am excellent at verbally communicating effectively with teams inside and outside
the organization and maintaining good and professional working relations.
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Analytical Skills: The ability to visualize, articulate, and solve both complex and complicated problems and
concepts and make decisions that make sense based on all available information.
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Teamwork: Possess strong commitment to team dynamics with the ability to contribute expertise and
follow any directives at appropriate times.
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Business Development: Ability to generate new businesses through intense and consistent marketing and
presentations to both existing and potential customers.
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Relationship Management: I am a proven relationship builder with excellent interpersonal skills, and I am
able to nurture and retain strong relationships with existing and new customers.
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Financial Skill: I am skilled in measuring financial risks and then developing and implementing strategies to
minimize that risk. Advising on the financial implications and consequences of business decisions.
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Leadership and Management Skills: I am a goal-driven leader who maintains a productive climate and
confidently motivates, mobilizes and coaches team members to meet high-performance standards.
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Time Management: Ability to prioritize work and manage time effectively.
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Flexibility: Capacity to fit into most environments, maintain calm under pressure and can adapt well to
changes in the workplace.
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Computer Skills: I am proficient in Microsoft Office, Including Excel, Word and PowerPoint.
Work Experience
Dec 2013 to date
Safaricom Limited
Position: Customer Experience Executive
Key Achievements:
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Achieved average PDR score on internal process adherence and customer experience targets for the
period.
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Achieved growth in Net promoter score and customer satisfaction.
Responsibilities:
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Provide a 1st line support to service and resolution to Data queries (mobile and fixed) through the
allocated support lines as well as respond to queries via email while ensuring that all the processes and
procedures are adhered to
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Organize day to day activities, carry out research; prepare detail documentation of procedures that
improve on data services, product use and overall customer experience. As a result, was able to acquire
great interpersonal skills, time management and planning skills.
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Working closely with other departments in gathering feedback from customers and identification of needs
and coming up with solutions and products to meet those needs. Follow up in execution and
implementation.
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Carrying out other administrative duties assigned from time to time by management including, preparing
reports on behalf of the department, reporting, assisting in determining of costs and implementing
measures for cost reduction, budgeting, organizing transport and team building activities for staffs.
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Resolves complex issues from whichever source within the organization that cause customer
dissatisfaction and thereby put customers’ contracts with the business at risk of termination. Acquired
great execution skills
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Providing feedback to the management to assist in strategy formulation and implementation.
July 2012 - July 2013
Ken Call EPZ
Position: Customer Service Representative
Key Achievements:
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Emerged the best in offering an excellent customer experience that leads to increased customer
satisfaction.
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Achieved and exceeded Net promoter score for the period.
Responsibilities:
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Responded to customer inquiries via email, live chat and phone.
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Anticipated potential needs or problems of customers and resolving.
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Maintained a balance between business and customer needs.
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Followed through on commitments.
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Made recommendations of alternate solutions if customer expectations cannot be met and following
relevant escalation contact protocols.
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Achieved first contact resolution (FCR)
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Provided accurate information about products and services.
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Processed transactions effectively.
Feb - June 2012
Old mutual life assurance company
Position: Personal Financial Advisor
Key Achievements:
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Achieved increased sales revenue and customer satisfaction. Additionally, exceeded all the set
performance targets.
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Achieved 100% growth in client acquisition and on-boarding of new businesses.
Responsibilities:
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Developed sales strategy and formulation and ensured achievement of targets and tracking of
performance.
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Identified growth opportunities in both B2C and B2B environment as per customer’s needs and maximized
sales to achieve the set sales target which led to increase in sales revenue.
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Followed up on existing clients to establish desired needs and cross-selling alternative products to help
them satisfy their demands. Managed new and existing client’s investment accounts.
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Collected feedback from clients and communicating appropriately to the top leadership team.
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Formulation of sales marketing programs, strategic plans and projects.
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Effective monitor and control the Financial solutions and investment budget
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Effective execution of investment programs as per targets set in the plan.
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Prepared weekly, monthly and Cost Centre Reports for the department
Jan 2011 - Jan 2012
Position: New Business Executive
Key achievements:
Standard Chartered Bank
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Generated increased revenue over the course of each month by converting brand new clients as well as
up-selling current clients.
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Top performer in the division and recipient of several honors of outstanding performance.
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Increased customer satisfaction.
Responsibilities:
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Oversaw sales& business development within the bank, with specific responsibilities over account
management, contract negotiation, identification of growth opportunities, new product roll out and
market expansion in a fast paced, demanding work environment.
First point of contact for all new business as well as account management for current and long tenured
clients.
Advised clients, processed clients financial enquiries and transactions. Worked with cash and engaged in
sales of bank services.
Was tasked with preparation of weekly, monthly and ad-hoc reports to address specific issues,
providing value-add analysis & insights.
Lead joint marketing activities with key partners to deliver forecasted
revenues & usage.
Diligent adherence and/or implementation of processes and tools necessary to
deliver forecasted revenue, businesses numbers and usage ratios.
Drive Bank products research through identifying needs, coordinating research
activities and providing analysis
Formulation of sales strategy, cascading targets, performance plans and assisting the management in
training and managing of a sales team.
Additional Information
Awards
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Awarded for being overall best in the division for excellent customer satisfaction and increased net
promoter score.
Training and Workshop
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Anti-money Laundering course
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Risks and Threats training
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Health and Safety
Seminars and Conferences
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Attended a seminar on Leadership and Organizational Effectiveness
Hobbies and Interests
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Traveling, Socializing, Community Work
Referees
Eric Oluoch
Team Leader, Contact Centre Operations, Safaricom Plc
Telephone no: -
Email:-Caroline Makena
Manager, Self-Service Channels Digital Care, Safaricom Plc
Telephone no: -
Email:-Christine Ngusale
HR Consultant, Maer Associates
Telephone no: -
Email:-
