Jedidah Wangari

Jedidah Wangui Wangari +254 - |-www.linkedin.com/in/jedidahwangari Professional Summary As a dedicated and professional customer service representative with hands-on experience in the information services industry, I am a conscientious self-starter who strategizes and prioritizes accomplishing multiple tasks effectively and objectives with creativity and enthusiasm. • • • • • • • • Skills highlighted. I specialize in individualized customer relationship management, responding to customer demands, inquiries, and complaints in highly challenging environments. Excellent time management skills, thriving in quick, team-focused environments where you simultaneously deal with multiple projects and deadlines. Good at selling and cross-selling methods, Supporting customer activities, and portfolio expansion. Competence in compliance and risk management with proper attention to regulatory requirements. Analyzing and reporting are the foundations of data-supported business methods. More advanced CRM tools, MS Office, and digital channel skills are needed for efficient customer service operations. Creative, adaptable, and resourceful, but he maintains a positive work ethic despite the changing priorities. Good at communication and convincing in developing and sustaining business relationships. Work experience. CLIENT SUPPORT ADVISOR NCBA Bank Kenya | May 2024 to Present Spearhead efforts to retain customers and increase product holding by identifying opportunities for cross selling and upselling, ensuring customer needs are met with appropriate banking products and services. • Customer Interaction: Conducted a minimum of 50 successful customer calls daily on the assigned portfolio, ensuring customer delight through high-quality service and favorable feedback on challenges customers might face transacting with their accounts. • Cross-Selling & Customer Retention: Successfully cross-sell all retail banking products and services, driving customer retention and revenue growth through targeted care calls, focusing on defecting/inactive accounts. • Digital Channel Promotion: Increased digital channel uptake and utilization by signing up customers for mobile and internet banking and promoting consistent usage, seamless access to bank services, and advantages of using the channels. • Sales Support: Supported sales across various department lines, including insurance, investment, and treasury, utilizing CRM data to identify cross-selling opportunities and capture leads for closure. • Compliance & Risk Management: Adhered to defined Risk, AML, and Compliance frameworks, ensuring all regulatory requirements impacting customer care are met promptly. • Contact Center Management: I managed incoming calls and facilitated the seamless transition of the switchboard section into the mainstream contact center, ensuring that all set quality standards were met. • Reporting & Performance: Generated regular performance reports, participated in performance meetings, and consistently engaged in self-improvement activities, including product knowledge refresher training. CUSTOMER RETENTION ADVISOR NCBA Bank Kenya | Sept 2023 – May 2024 Proactively connect with banking customers in your designated branches to minimize account closures and retain valuable relationships. • Conducted 60 daily care calls to address customer needs, identify reasons for dormancy, and deliver tailored solutions that boost satisfaction and portfolio growth • Proactively engaged branch-specific customers to meet a target of 100 account activations monthly, focusing on reactivating dormant accounts to reduce attrition and enhance retention. • Proactively connect with banking customers in designated branch to minimize account closures and retain valuable relationships. • Guided customers through the account activation process, including Internet Banking setup and branch visits, ensuring a smooth onboarding experience. • Educated customers on alternative CASA products, promoting necessary tariff adjustments to meet their evolving needs and reinforce loyalty. • Strengthened relationships with follow-up calls post-activation, ensuring proper Mobile and Internet Banking setup and encouraging consistent account usage. • Actively contacted customers on the UFAA and Excess lists to reactivate accounts and assist with regularization, demonstrating our commitment to their financial well-being. • Adhered to KYC, AML, and confidentiality regulations to ensure compliance with bank policies and maintain ethical standards. • Drove customer satisfaction by promptly resolving issues and enhancing loyalty through personalized engagement. INFORMATION DESK RECEPTIONIST Yaya Centre Shopping Mall | Sept 2019 – August 2023 I serve as clients' first point of contact and ensure an exceptional client experience across all touchpoints. Other tasks. • Customer Experience Management: Welcomed and assisted over 100 daily visitors, ensuring exceptional client experiences by creating positive first impressions and linking clients to their hosts, contributing to a 95% satisfaction rate. • Operational Efficiency: Streamlined visitor traffic management and optimized information desk operations, achieving a 20% improvement in overall efficiency. • Call Handling: Managed high-volume phone lines, relayed messages with 95% accuracy, transferred calls effectively, and coordinated travel reservations and conferences, enhancing office productivity. • Meeting Coordination: Scheduled internal meetings, prepared detailed minutes, and ensured timely approvals, leading to a 30% enhancement in internal communication processes. • Customer Satisfaction: Resolved issues promptly and efficiently, boosting customer satisfaction by 85% through proactive conflict management and actionable feedback collection. • Event Coordination: Managed event registration and check-in processes, delivering seamless experiences that contributed to a 15% increase in attendee participation. • Branding and Marketing: Implemented company marketing strategies to secure a 25% increase in advertising space bookings by engaging previous and prospective clients. • Campaign Execution: Participated in holiday marketing campaigns, including Mother's Day and Christmas promotions, resulting in a 20% increase in customer engagement and seasonal sales. • Social Media Management: Created and curated engaging social media content, achieving a 15% growth in online interactions and follower count. • Digital Advertising: Executed and optimized social media ad campaigns, improving campaign ROI by 25% through targeted strategies and budget optimization. CONTROL ROOM ATTENDANT Leighton Tracking Limited | March 2012-April 2013 Provided proactive and timely client services, inbound/outbound call management, setting up client accounts, training clients on tracking software systems, and furnishing prospective clients with service information. Other tasks. • Client Support and Account Management: Delivered proactive and efficient client support by expertly managing inbound and outbound calls, setting up client accounts, and training customers on tracking software systems. • Consistently onboarded over 100 clients each month, ensuring swift adoption and optimal utilization of services. • Logistical Coordination: Rigorously tested and distributed tracking units to the technical team, guaranteeing 100% operational readiness during installations and servicing. Provided essential field support to maintain gadget functionality and eliminate installation delays. Service Level Agreement (SLA) Compliance: • Achieved an impressive 80% adherence rate to SLAs by swiftly coordinating the servicing of malfunctioning devices and ensuring prompt resolution of client issues. • Troubleshooting and Efficiency Improvement: Proactively reduced system downtime and significantly enhanced end-user efficiency by identifying and resolving technical issues through adept problem-solving and multi-system navigation. • Customer Satisfaction: Elevating customer satisfaction scores by 25% resolution of connectivity issues and delivering top-tier support via phone and email. • Issue Resolution and Follow-Up: Effectively resolved customer inquiries and complaints by providing tailored solutions and ensuring diligent follow-up on unresolved issues, cementing client trust and loyalty. ● ● ● Education (Academic / Professional training). Certified Public Accounting, Pass in Part 1 & 2 Regional Centre of Management. 2021 – 2019. Bachelor of Science; Economics and Finance. 2nd Class Upper Division. Kenyatta University-. Diploma in Information Technology, St Joseph Training Centre. 2011 – 2012. Other certification ● Virtual Assistant Training: Africa Leadership Group May 2022-August 2022