Joyce Wanjiku Macharia

 CURRICULUM VITAE PERSONAL DETAILS Name: Joyce Wanjiku Macharia Postal Address:- Nairobi Email Address:- Mobile Phone:- Gender: Female Date of Birth: 04/04/1992 Nationality: Kenyan LinkedIn Profile: Joyce Macharia Languages: English, Kiswahili CAREER OBJECTIVE To purse my career to the highest level and utilize my potential and capabilities to the dynamic environment, to work with an organization that calls for hard work, honesty and transparency and to be a competent and reliable professional in my duties. . PERSONAL ATTRIBUTES A Self-motivated, with analytical and problem solving skills geared towards achieving results. A team player, who highly values teamwork and leads by example. I have good communication skills. PROFESSIONAL TRAINING Customer Service and Customer Relationship Management –European Investment Bank Business Development Portfolio Management ACADEMIC QUALIFICATION Jan- Jomo Kenyatta University of Agriculture and Technology Bachelor of Business Information Technology 2007 – 2010 Kijabe Girls High School Kenya Certificate of Secondary Education- Ronald Ngala Primary School Kenya Certificate of Primary Education PROFFESSIONAL EXPERIENCE October 2019 – May 2020 Family Bank Limited Role: Regional Digital Financial Services Business Development Responsibilities Drive agent/merchant recruitment in the specific region as per the laid down standards and CBK Guidelines as well as track Agent transactions and performance. Support the DMA recruit agents/merchants in their respective branches, guide them on the uptake process and procedures, follow up assistance in terms of replenishing of materials, complaints resolve and general guidance. Supervise and appraise agent activities in the specific region, provide regular updates on the agent network and ensure Excellent Customer Service Delivery in the Agent Banking channels. Ensure the DMA's offer world class customer centrism principles as guided by the banks policies Execute Card business growth through Merchant Acquiring as well as relationship management with Merchants and driving Merchant Transactions and Turnover. Merchant banking is prevailing in the current market thus the need to onboard quality merchants to maximize on revenues. Work with Card Business Acquiring team to resolve operational issues and to ensure adherence to VISA and MasterCard regulations and CBK Prudential guidelines. Actively support product development and sales initiatives, daily sales marketing activities by branch DMA's through the identification of potential agents and coordinating joint marketing activities and cross-selling Alternative Banking Channels products. Ensuring full usage of our Pesa pap platform to realize maximum benefits and revenue generation. Carry out periodic and regular visits to the Merchants/Agents to drive Family Bank POS usage and offer POS support to Merchants/Agents. Ensure training on usage of the POS machines and enlightenment on the revenue channels available i.e. bill payments including water, electricity and all others. Respond to queries from the Merchants, Internal customers and the CBK within the agreed SLAs Jan 2018 –September 2019 Family Bank Limited Role: Relationship Officer-Business Banker Responsibilities Act at the primary contact for the financial institution’s business customers. Employ personal communication and sales stills while meeting with prospective business/corporate clients. Meet with corporate clients, listen to their needs and goals and propose recommendations on how they can meet these goals. Assist clients with services and products such as loans, cash management, bank accounts, interest rate swaps, letters of credit, foreign exchange, insurance and others. Comply with all relevant state and national regulations. Assist with other functions of the bank such as supporting senior bankers in their duties or performing additional customer service roles. Maintain consistent communication with clients through outbound calls and personal onsite visits. Help clients determine what their financial needs are and goals should be December 2015 –December 2017 Family Bank Limited Role: Relationship Officer-Digital Financial Services(DFS) Responsibilities Recruitment of agents, lipa na mpesa, paybill and mvisa merchants, pesapap and internet banking Creating awareness on the existing alternate banking services such as paybill, lipa na mpesa, mobile banking, internet banking, mvisa and ATM usage through training. Enhancing both customer and merchants’ satisfaction through solving disputes. Driving agency banking and Merchant business at Branch level Developing growth strategy for Agents and Merchants. Assisting in Analyzing and monitoring the performance of agents and Merchants by ensuring they meet the minimum banks targets on the number of transactions. SASAAS