Nolly Wanjiku Macharia
About Candidate
Results-driven Retail Banking and Customer Experience professional with over 3 years of experience across banking,
telecommunications, and administration. Proven ability to deliver exceptional over-the-counter customer service, process
financial transactions accurately, cross-sell banking products and digital banking solutions, and ensure full compliance
with KYC, AML, and regulatory requirements. Demonstrated track record of exceeding KPIs in high-volume
environments, with strong numerical, analytical, and relationship management skills. Holds a Bachelor of Commerce
degree with background in financial accounting, corporate finance, and audit compliance.
Location
Education
Comprehensive study of financial accounting, corporate finance, and investment management. Developed strong analytical skills and a deep understanding of financial reporting and audit compliance.
Acquired technical proficiency in data cleaning, statistical analysis, and visualization. Trained to transform raw operational data into clear dashboards and reports to support evidence-based decision-making
Completed training in AI fundamentals, including machine learning concepts, prompt engineering, and AIassisted content creation.
Work & Experience
1. Managed 80–100 inbound calls daily via Call Centre Studio, achieving a first contact resolution (FCR) rate exceeding 90%. 2. Delivered customer support using Freshdesk and Icon CRM systems, contributing to a 15% reduction in average issue resolution time. 3. Maintained 100% accuracy in logging and updating customer interaction records across Icon and Admin systems. 4. Conducted daily follow-up calls to verify service satisfaction and confirm issue closure, contributing to an overall 92% customer satisfaction (CSAT) score. 5. Collaborated with technical support and field operations teams on escalated cases, achieving 95% closure within 24 hours. 6. Consistently exceeded KPIs in call handling time,resolution rate, and customer feedback scores. 7. Maintained high-level product knowledge through ongoing training, achieving top-tier internal quality scores in customer communication.
1. Delivered exceptional over-the-counter branch customer service, handling account inquiries, processing transactions, and resolving complaints in compliance with KYC, AML, and regulatory standards. 2. Cross-sold banking products and digital banking solutions to existing and prospective clients, consistently meeting and exceeding sales targets. 3. Generated and converted quality sales leads through cold calling, outbound campaigns, and lead generation databases to support branch business growth. 4. Accurately captured, verified, and updated customer and account records in compliance with data protection and quality standards. 5. Prepared and maintained accurate operational reports and documentation to support branch management and service delivery. 6. Collected, documented, and escalated customer complaints to the Branch Manager, facilitating timely resolution and continuous service improvement. 7. Supported event marketing and brand promotion initiatives, assisting with customer engagement, lead collection, and relationship building.
1. Served as the first point of contact for clients, delivering professional and courteous customer support across phone, email, and in-person interactions. 2. Processed client service requests, managed cash handling, and maintained accurate transaction and payment records in compliance with internal financial controls. 3. Managed high volumes of inbound and outbound calls, scheduled appointments, and coordinated customer follow-ups to ensure seamless service delivery. 4. Maintained accurate and organized customer records and documentation, ensuring efficient information retrieval and data protection compliance. 5. Collaborated with internal teams to address customer concerns and maintain high service quality standards.
1. Assisted members with account inquiries, service requests, and complaint resolution, ensuring prompt and professional handling. 2. Maintained accurate customer records and updated information in company databases in compliance with organizational policies and data protection standards. 3. Supported preparation of customer service and operational reports to aid service delivery and performance tracking. 4. Organized and maintained electronic and physical customer files, ensuring proper filing, accessibility, and confidentiality.
