Doreen Kawira Ndiga

As an Account Manager at Talexam Insurance Brokerage, the primary responsibilities
included managing client relationships, overseeing policy management, and providing
consultative sales and claims assistance.
Key Duties:
1. Client Relationship Management:
o Acted as the main point of contact for clients, ensuring satisfaction through
addressing inquiries and resolving complaints.
2. Policy Management:
o Managed issuance, renewal, and cancellation of insurance policies, ensuring
documentation accuracy and proactive renewal handling.
3. Consultative Sales:
o Identified opportunities for cross-selling and upselling, while preparing
tailored insurance proposals to meet client needs.
4. Claims Assistance:
o Assisted clients with filing and processing claims, advocating on their behalf
for timely and fair settlements.
5. Risk Assessment and Management:
o Evaluated client risks and recommend suitable coverage, providing advice on
risk mitigation.
6. Policy Review and Analysis:
o Regularly reviewed clients’ insurance portfolios to ensure coverage adequacy
and suggest adjustments based on changes in their needs or market
conditions.
7. Documentation & Compliance:
o Maintained accurate records and ensured adherence to regulatory
requirements and internal policies.
8. Customer Service:
o Provided exceptional customer service to enhance client satisfaction and
retention, effectively resolving any issues that arise.
9. Market Research & Development:
o Stayed updated on market trends and development, and identify new
business opportunities.
10. Training & Mentorship:
o Mentored junior staff, sharing knowledge and best practices to improve team
performance.

Duties & Responsibilities:
• Managing sales pipelines, tracking leads, opportunities, and deals
• Client/Customer relationship management
• Prospecting and Qualifying Leads products or services.
• Preparing and delivering sales presentations or pitches to potential clients.
• Proposal Writing
• Negotiating terms and conditions with clients, overcoming objections, and
closing sales or partnership agreements.
• Performing administrative duties such as maintaining databases, preparing
reports, and managing documentation related to sales activities.

Provided comprehensive account services, including receiving deposits, loan
payments, cashing cheques, and issuing savings withdrawals, ensuring accurate and
timely transactions.
• Created and maintained customer records, updating files as necessary to ensure
accurate account information.
• Cross-sold bank products by answering inquiries, promoting new services and
product promotions, and directing customers to branch representatives for further
assistance.
• Fostered a positive office environment, enhancing customer experience and
promoting strong relationships.
• Handled foreign currency exchanges, ensuring compliance with bank policies and
regulations.
• Ensured compliance with bank operations and security procedures, participating in
dual-control functions and maintaining customer traffic surveys.
• Maintained confidentiality and safeguarded bank operations by keeping customer
information secure.
• Issued cheques to customers, ensuring proper authorization and accuracy.
• Contributed to team efforts by accomplishing related tasks and supporting
colleagues in achieving branch goals.
• Responded to customer queries, providing prompt and effective solutions to
enhance customer satisfaction.
• Conducted internal audits, including snap checks, to ensure adherence to bank
policies and operational procedures.
• Managed branch M-Pesa transactions, ensuring seamless mobile money operations.
• Performed other duties as assigned by the supervisor, demonstrating flexibility and
commitment to branch operations.

• Managed debt collection processes, ensuring timely recovery of outstanding
payments and minimizing overdue accounts.
• Maintained strong customer relationships by providing regular account updates and
developing a deep understanding of customer needs and business operations.
• Led the sales process for both new prospects and existing clients, handling
everything from initial contact to deal closure.
• Responded to customer inquiries in person, over the phone, and via email, providing
efficient and clear solutions.
• Proactively contacted prospective customers, discussing their needs and offering
tailored solutions to drive business growth.
• Managed financial accounts by processing customer adjustments and ensuring
accurate debt collection records.
• Issued invoices and maintained detailed records of customer transactions, ensuring
accuracy and timely billing.
• Contributed to business development initiatives, completing other duties as assigned
by the Director of Business Development.