Dennis Masanga

Customer service and client relations professional with 4+ years of experience in banking, microfinance, and call-Centre environments. Skilled in CRM-based complaint resolution (Zoho), KYC/AML compliance, delinquency management, and cross-channel social media support. Bachelor's degree in communication and public Relations from Karatina University. Proven track record of strengthening client retention, resolving escalations, and supporting revenue growth through cross-selling and telesales.

Client Satisfaction Officer at Yehu Microfinance Bank (2025-12 – Present)

• Resolved and logged customer complaints through Zoho CRM, improving first-contact resolution by 3% through faster ticket routing and follow-up.
• Increased loan product revenue by 3% by cross-selling financial products to new and existing clients.
• Raised customer satisfaction scores by 87% by managing support across Facebook, WhatsApp, LinkedIn, and YouTube.
• Reduced overdue loan balances by 7% by following up on delinquent accounts and negotiating repayment plans.
• Informed leadership decisions on service strategy by compiling weekly and monthly customer care, survey, and social media performance reports.
• Identified and resolved all recurring branch-level complaint themes by conducting quarterly field visits across assigned branches.

Call Centre Executive at Fourth Generation Capital Limited (2022-12 – 2025-12)

• Maintained an 85% customer satisfaction rating by handling 100+ calls and emails weekly on loan approvals, cancellations, and inquiries.
• Reduced compliance risk by performing KYC, AML, and sanctions screening checks on 100+ customer accounts monthly.
• Generated 15 qualified leads per month by executing telesales and digital marketing campaigns per company procedure.
• Recovered 5% of overdue balances by proactively following up on defaulted loan accounts to prevent additional charges.
• Maintained 100% data accuracy across the CRM by regularly updating and auditing customer records.

Communications Intern at Social Health Authority (formerly NHIF) (2021-04 – 2021-10)

• Processed and verified 10 to 20 insurance claims monthly, ensuring full compliance with policy guidelines.
• Registered 60 new members daily using biometric enrollment systems, improving accuracy of member records.
• Expanded departmental communication reach by producing newsletters, website content, and press releases.
• Supported service improvement initiatives by documenting customer experience narratives through field surveys.

Bachelor's degree in Communication and Public Relations – Karatina University (2017-08 – 2022-09)

Kenya Certificate of Secondary Education (KCSE) – Friends School Chebuyusi Boys High School (2011-02 – 2015-11)

Kenya Certificate of Primary Education (KCPE) – Bumini Primary School (2002-02 – 2010-11)