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Pippa

Freelance Business Consultant & Writer

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Location:Nairobi, Nairobi, Kenya
Profile:https://www.freelanced.com/pippa
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PIPPA

PERSONAL PROFILE
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A dynamic target focused individual with strong analytical skills, interpersonal and communication skills and a proven ability to work in a fast paced environment. I possess sound experience in banking operations, marketing, relationship management and customer service. My previous position was as a Relationship Officer-Retail at UBA Kenya Bank.

KEY SKILLS
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Analytical and Judgment Skills
• Ability to analyze, evaluate and identify areas of possible income growth/loss.
• Ability to prepare client proposals with a view to maximizing revenue streams and value chains.

Business Management Skills
• Ability to manage a quality portfolio.
• Ability to grow income:-Was able to reduce branch repatriation losses incurred and increase commissions whilst working as a customer advisor at Co-operative Bank.
• Ability to conduct concise market research to determine market trends.

Communication and Presentation Skills
• Ability to educate through monthly reports for compilation by the line supervisors/Head Office.
• Have held Customer Service trainings in branches as well as trained new staff as Customer Service Officer at both Mumias and Kakamega branches of Co-operative Bank.

Interpersonal and Relationship Management Skills
• A good team player who relates well with colleagues to achieve common objectives and able to work in a multi-cultural environment.
• Ability to create good customer relationships, having worked in customer service departments as well as in relationship management.

Key Achievements
• Successfully mobilized the implementation and uptake of the then new Mobile Banking at Co-operative Bank, Mumias.
• Successfully improved the customer experience levels at Co-operative Bank Mumias, effectively moving our ranking from the third percentile to the first percentile.
• Successfully manage a quality portfolio of clients.
• Was continuously voted the fastest teller with an average of 200 transactions per day, having never once declared a difference.

EMPLOYMENT HISTORY
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November 2010 to October 2011 Retail
United Bank for Africa
Key responsibilities:

? Drive the Retail Banking growth strategy.
? Management and growth of the Retail Banking Portfolio
o Customer Deposit and account growth
o Lending Balance Sheet growth
o Income growth
? Implementation of a Value Proposition targeting the mass clientele.
? Maintaining operational effectiveness of Key processes that affect sales.
? Develop new business opportunities and proactively market for corporate lending and deposit opportunities from current and existing clients.

Achievements
• Contact Initiator for the USIU-Shelter Afrique Hostel Proposition.
• Successfully worked within a team that led to the profitability of Westland’s branch.

2005 - 2007
CO-OPERATIVE BANK Customer Service Officer
Key responsibilities:

? Managing all branch accounts and come up with strategies to ensure few accounts go into default.
? Managing risk by following up on expiry of overdraft facilities when they fall due to ensure the accounts are reconciled.
? Making Pay/No Pay decisions of customer cheques and standing orders for a portfolio of 5,000 accounts by analyzing customer account conduct and creditworthiness.
? Authorizing temporary overdrafts on customer’s un-cleared cheques based on customer credit worthiness.
? Managing the Account Opening desk, tellers and call back positions.
? Managing the Strong Room(Cash, Keys, Registers e.t al) together with the Operation Manager
? Attending to and solving all customer queries and/or complaints.


Achievements:
• Reduced branch portfolio’s overall net overdrawn exposure by 30%.
• Improved bank and client relationships by ensuring customers were notified of the status of their accounts before un-paying their cheques, all the time.

2004-2005 Customer Advisor/Account Opening
CO-OPERATIVE BANK
Key responsibilities:

? Ensuring branch controls were adhered to as the branch’s control champion.
? Provision of express service to clients in the banking hall.
? Account Opening.
? Account maintenance i.e standing orders, change of contact information, account reactivation e.t.c
? Fixed Deposit applications and placements.
? End of day reconciliation of internal accounts.
? Interaction with the Treasury department to negotiate rates for customers.

Achievements:
• Controls training sessions assisted the branch obtain a good rating.
• Improved customer turn-around time on queues by being the fastest service provider and creating a competitive environment in the branch.
• Was recommended to the Executive counter to help improve customer turn-around time and gain experience in Relationship banking.

2003 - 2004 Teller
CO-OPERATIVE BANK
Key responsibilities:
? Counter Customer Service as a teller.
? Cheque call-back confirmations for cheque payments above five hundred thousand shillings.
? Salary processing for employees of customers who banked with Co-operative Bank.
? Issuance and management of cheque books, customer deposit slips and debit cards.
? Internal accounts reconciliations.
? Making and receiving payments.
? Ensure all debit vouchers used to debit customer accounts are properly drawn and signed according to customer mandates
? Ensure cash is balanced daily and within the stipulated time.
? Maintain assigned cash holding limits as stipulated for the branch.
? Maintain the security and confidentiality of company and customer information at all times.
? Ensure high levels of customer service and maintain a pleasant disposition at all times.
? Filing of cash transaction vouchers.
? Ensure that cash in till, date stamps and all security documents are locked in the vault at the end of the day.



EDUCATION BACKGROUND
Continuing: Bachelor of Science, Business Administration United States International University.
1996: Kenya Certificate of Secondary Education (KCSE) The Kenya High School
1993: Kenya Certificate of Primary Education(KCPE) Serare School
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PERSONAL DETAILS

Date of Birth: 1978
Nationality: Kenyan
Marital Status: Married

HOBBIES
Jazz/Classical Music, Reading, Travelling

Josiah Muia
Business Manager
Westlands Branch
UBA Kenya Bank Ltd

Brian Mantu
Legal Officer
Mastermind Tobacco (K) Ltd.

Peter Njoroge
Writer
Skills (2) Rating
Business Consulting
Writing