Priscilla Wanjiru Gathenya

 -Manage customer service inquiries and complaints.
 -Analyze customer data to identify trends and develop strategies to capitalize on them.
 -Create and manage promotional posts through WhatsApp to attract clients.
 -Maintain and update account records.
 -Determine applicable ratios and metrics and set up debt payment plans upon loan default.
 -Constant communication with clients to either request or provide information.
 -Develop referral networks through present clients.

-Offered service delivery to clients and maintained an excellent client-company relationship. 
-Worked closely with the accounting department to ensure timely invoicing for delivered service and debt collection from the client within the calendar month for due invoices. 
-Sales of company solutions to new and existing clients according to the company-set targets. 
-Conduct follow-ups with clients through client visits to gauge satisfaction and strengthen client relationships.
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 -Train, supervise, and support hotel staff.
 -Schedule the shifts to ensure proper work
 -Ensure timely and accurate customer service
 -Handle complaints and specific customer requests.
 -Troubleshoot emergencies.
 --Monitor stock and general supplies.
 -Listen to customer’s concerns and answer their questions effectively.
 Maintain a positive attitude and calmly respond to customers and suppliers with utmost professionalism.
 Look for upselling opportunities.

 -Monitored systems' activities to generate daily reports identifying trends and potential fraud activities.
 -Communicated with customers via email, phone calls, and letters for follow-up, and updates.
 -Handled the Bank's contact center’s general queries after regular working hours,
 -Executed basic account maintenance measures such as address changes, credit limit enhancement, and travel notifications.
 -Resolved customer issues within the scope of existing service level agreements.
 -Offered training to new staff members.

 -Handled account-related transactions such as withdrawals, deposits, transfers, exchange rate transactions, and loan repayments.
 -Provided general banking customer service such as providing answers to account queries.
 -Completed other banking services to customers as and when required.

 -Handled customers’ complaints and forwarded the same to management.
 -Informed the customers of new products and services.
 -Helped customers understand and use new products and services, for example how to use and install a modem.
 -Adhered to data protection policy about the confidentiality of customers’ details.
 -Provided peer support to other customer service agents to improve overall team performance.
 -Kept records of customer’s comments and complaints.

 -Over-the-counter sales of stationery items.
 -Maintained accurate records of customer transactions, including receipt of payment.
 -Answered and resolved customers ‘queries to ensure maximum customer satisfaction.
 -Maintained sufficient inventory levels to ensure compliance with departmental standards.
 -Prepared weekly and monthly reports.
 -Performed any other duties assigned.