About me
A purpose-driven and detail-oriented strategic leader with over eight years managing business operations. An energetic self-starter and team builder who navigates high-stress situations and achieves goals on time and under budget. Moreover, I have become a multi-skilled professional who can lead teams to meet company objectives.
I am proficient at managing comprehensive review and analysis of business policies and procedures, developing and implementing strategies and solutions that achieve consensus among key organizational stakeholders through effective communication and management skills. I am an invaluable asset to any institution or organization. I seek to serve the company as I participate in making decisions that are key to ensuring the company’s continual growth.A purpose-driven and detail-oriented strategic leader with over eight years managing business operations. An energetic self-starter and team builder who navigates high-stress situations and achieves goals on time and under budget. Moreover, I have become a multi-skilled professional who can lead teams to meet company objectives.
I am proficient at managing comprehensive review and analysis of business policies and procedures, developing and implementing strategies and solutions that achieve consensus among key organizational stakeholders through effective communication and management skills. I am an invaluable asset to any institution or organization. I seek to serve the company as I participate in making decisions that are key to ensuring the company’s continual growth.
Education
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Moi University 2004 - 2008
Bachelor of Science (Mathematics)
I passed with Second Class Honors (Upper Division)
Experience
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Wright Interactives Ltd 2021 - 2024
Operations Manager
As the Operations Manager I was in charge of managing, negotiating, signing, and closing distribution, dealerships, and contracts on behalf of the company. I was also responsible for ensuring that company goals and objectives align with relevant legislation while coordinating and supervising all the executive functions. It was also my responsibility to develop and implement a working business plan to fester accountability ,identifying solutions to resolve problems, and fostering a diverse workplace. I also provided linkage between the company and other stakeholders by facilitating communication and coordination of activities.
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NCBA Bank PLC 2018 - 2019
Acting Branch Operations Manager
• streamlined branch operations by implementing efficient procedures and processes resulting in reduction in processing time and improved customer service levels • implemented robust risk and compliance measures to minimize operational risks and fraud incidents, reducing branch losses by more than 40% • successfully managed branch budgets and expenses, optimizing resource allocation and successively reducing overhead costs • implemented the bank's business development strategy at the branch level, including growth in the customer base with concurrent increases in branch liabilities, assets, and products per customer • formulated and implemented branch business plans, forecasts, pipelines, and budgets and ensured their control and periodic reviews • initiated marketing initiatives, monitored and provided regular feedback on product performance, and ensured branch staff were well-versed with all the bank products • developed and delivered training programs for branch staff as per identified staff needs resulting in improved staff performance and productivity • collaborated with branch sales team and business development team to drive branch revenue growth through effective cross-selling of branch products and services • spearheaded changes in branch procedures during procedure and processes harmonization of NIC and CBA banks resulting in a seamless integration of new processes and procedures for the new entity • provided strong leadership and mentorship to branch staff, fostering a culture of collaboration, continuous improvement • provided leadership and gave daily operations direction to the branch staff
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NCBA Bank PLC 2017 - 2020
Senior Customer Experience Officer
• led the development and execution of bank's customer experience strategy, aligning it with the bank's overall goals and objectives • identified and analyzed customer needs and pain points across all channels to ensure a seamless and unparalleled customer experience throughout the customer journey • identify training gaps and liaise with HR for required training interventions • define key performance indicators (KPIs) to monitor effectiveness of customer experience initiatives and regularly report to senior management on progress • organize, monitor and evaluate regular customer surveys to monitor and improve customer service standards across the network • utilize data analytic tools especially CRM to gather insights into customer behavior, preferences, complaints to make data-driven decisions and improvements • in charge of branch inventory, bank assets and responsible for all activities around bank-held customer tools and assets at the branch • in charge of branch cash and supervised all branch tellers and customer service officers •responsible for the attainment and growth of set sales targets for branch operation's staff
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NIC Bank PLC 2015 - 2017
Customer Service Officer
• charged with the responsibility of providing exceptional customer service by offering courteous, efficient and professional assistance to customers in person, over the phone, or through digital channels • handled customer enquiries: responded promptly to customer enquiries regarding account balances, cash transactions and general enquiries • proactively educated customers on bank products, services and ongoing promotions while at the same time cross-selling bank products and services to customers • obliged to address and resolve customer complaints and concerns effectively, ensuring customer retention and satisfaction • performed accurate and timely approval of various transactions such as cash transactions and back office postings by branch operations assistants • adhered to all bank policies, procedures and regulatory requirements to ensure compliance and mitigate risk • in charge of account opening, document verification and issuance of branch tools • responsible for the acquisition and distribution of branch stationery • as a branch custodian, responsible for branch cash and teller supervision • onboarded new customers to grow the bank's liabilities, Assets, and NFI
Expertise
Honors & awards
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Best Forex Sales across branch network 2018
Best Forex Sales across branch network
I was honored by NCBA Bank Treasury Department when doing a forex sales drive in the bank for being the best in Forex sales in the year 2018.
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Best CSO in Customer Excellence 2017
Best CSO in Customer Excellence
I was honored as the best CSO across the branch network for the year 2017.
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Top Achiever Award 2023
Top Achiever Award
I got an award by Wright Interactives Ltd for raising the company\'s revenues by 30% and reducing operational inefficiencies and operational costs achieving a rise in profitability by over 20%.