KEVIN WANJA, Customer Support Specialist

About

I'm a seasoned customer service professional with over seven years of experience in customer service, administration, financial analysis, audit, and sales. I have demonstrated proficiency in leading administration, customer service, and audit teams in offering outstanding office administration and executive support. I also possess experience in risk and operational management, human capacity and organization, and performance management. I have demonstrated the ability to plan, organize, and execute complex administrative tasks with minimal supervision. Looking for a challenging and rewarding position that will allow me to utilize my skills and grow within the organization

Experience

KCB Bank Kenya Ltd

Jun 2020 – Apr 2023

Nairobi

Administration Manager

• Improving customer satisfaction and retention by implementing effective customer service procedures, policies, and standards, as well as developing customer loyalty programs such as rewards, discounts, referrals, or feedback surveys. • Chairing the branch audit committee responsible for conducting quarterly audits and risk assessments to ensure strict adherence to laid-down procedures. • Managing the customer service email and promptly responding to customer inquiries. I respond to all emails making sure all concerns and issues raised are addressed the same day. • Increasing productivity and efficiency by optimizing resource allocation, performance management, and workflow management, as well as leveraging technology and innovation to improve service delivery and customer experience. • Managing the customer service and front-office teams to ensure service levels are up to standards as expected by the business. • Cross-selling of bank products to ensure product penetration and business profitability. I drove the enrollment of 85% of our customer base to mobile and internet banking platforms, thereby bringing convenience to how they transacted. • Leading and developing a high-performing team of customer service agents and administrative staff, providing training, coaching, feedback, recognition, and career development opportunities.

KCB Bank Kenya Ltd

Aug 2017 – May 2020

Nairobi

Customer Support Consultant

• Responded promptly to customer inquiries via phone, email, chats and CRM software such as Zendesk and Microsoft Dynamics. • Adhered to work schedules, collaborated with team members and supervisors virtually and met performance targets while working remotely. • Delivered excellent customer service and support by answering queries, resolving issues, providing information, and following up on requests in a timely and professional manner. • Exercised due diligence in the authentication of documents for the new account opening. • Exceeded personal and team sales targets and performance goals by demonstrating product knowledge and sales skills, and customer service skills. • Generated new business and revenue by identifying and pursuing sales opportunities, cross-selling or upselling products and services, and generating referrals from existing customers.

KCB Bank Kenya Ltd

Aug 2015 – Jul 2017

Nairobi

Administrator

• Organized and coordinated office events and activities, such as meetings, workshops, and trainings, by booking venues, arranging catering, sending invitations, and preparing agendas. • Managed the inventory and supply of office equipment and materials, such as computers, printers, and stationery. by ordering, receiving, storing, and distributing them as needed. • Maintained the asset register and made sure all assets were in good working condition. I came up with an inventory program to automate the process that saves time when doing quarterly returns. • Developed and updated office policies and procedures to ensure compliance with legal and ethical standards and best practices. • Assisted with the preparation and presentation of reports and documents, such as budgets, proposals, and contracts by researching, compiling, formatting, editing, and proofreading them. • Enhanced communication and collaboration among staff members, managers, and other stakeholders by using various platforms and channels, such as email, phone, video call, chat, and social media. • Effected payments to suppliers and utilities providers, making sure it’s done with strict adherence to the set standard operating procedures. • Maintained the security and confidentiality of office records and information by following policies and procedures and using encryption and backup systems.

KCB Bank Kenya Ltd

Apr 2013 – Jul 2015

Nyahururu

Direct Sales Representative

• Maintaining strong relationships with existing customers. • Ensuring quality personal and business loans are processed to build a performing portfolio. • Thoroughly screening potential clients to mitigate risk. • Cross selling of other financial solutions to customer’s after assessing their needs • Record keeping of customer’s valuation reports and application documents. • Portfolio management and maintaining due diligence in the process of selection, analysis and recovery of facilities offered. • Educating customers on mortgages and organizing forums for potential customers.

Education

Nexford University

Jan 2024 – Present

Masters, Business Administration

Dynasty Consultancy Ltd

Mar 2023 – Apr 2023

Freelance Writing, Copywriting

Kenyatta University

Aug 2008 – Apr 2012

Bachelor of Economics and Finance, Finance

Vision Institute of Professionals

Jan 2008 – Jun 2008

Certified Public Accountant 1

Othaya Boys High School

Feb 2003 – Nov 2006

Kenya Certificate of Secondary Education, A- Level

Kianyaga Primary School

Jan 1995 – Nov 2002

Kenya Cerificate of Primary Education, O-Level

KEVIN WANJA

Customer Support Specialist

Skills

Languages