Dolly Owiye

Strategic and customer-focused banking professional with proven experience in team training, mentorship, and service excellence. Highly motivated to maintain customer satisfaction and contribute to organizational success. Skilled in managing high-value client relationships, with a strong ability to drive customer engagement and resolve complex issues efficiently.

Demonstrates a proven track record of leading client engagement initiatives, achieving sales targets, and delivering exceptional service. Thrives in both independent and collaborative work environments, consistently operating with minimal supervision while supporting team success and fulfilling diverse customer needs.

Customer Engagement Officer - HFCB

(2025-09)

• Preparing analytical reports on onboarded accounts, customer satisfaction, account closures, mortgage uptake, card transactions and other key business data to support decision-making
• Conducting customer research and customer feedback management; NPS, CSAT, Exit interview calls to track customer sentiment, loyalty trends
• Conducting customer Life-Cycle Management to identify churn risks and retention opportunities
• Onboarding, tools acquisition, channel utilization to address adoption barriers and improve customer experience
• Engaging customers in the defined customer lifecycle milestones within defined periods
• Advising customers on properties on sale etc
• Engaging customers with failed transactions to provide immediate support and resolution
• Engaging customers with incomplete account opening
• Engaging inactive customers as defined from time to time
• Executing bulk customer communications via SMS and email to enhance customer outreach and satisfaction

Acting Team Leader – Customer Experience - HFCB

(2025-10 - 2026-01)

• Conducted Quality assessments on calls, emails and social media interactions to ensure compliance with service standards
• Interviewed candidates for the Customer Experience Officer position to ensure selection of qualified candidates
• Trained team members to ensure they were well equipped with product knowledge, system navigation skills and customer service standards
• Generated monthly reports for team members' score cards
• Confirmed audit charges to maintain operational accuracy and compliance with internal guidelines
• Monitored and analyzed call patterns to identify recurring customer issues and escalate for solutions
• Issued bulk customer communications via SMS and email to enhance customer outreach
• Ensured all closed loan accounts have corresponding letters prepared, for accurate record-keeping and compliance
• Aligned performance dashboards for team members to ensure data accuracy and visibility of key metrics
• Updated records of team training hours to ensure compliance with HR guidelines and for performance evaluations
• Planned shifts and leave management for the team to ensure smooth operation

Customer Experience Officer - HFCB

(2023-11 - 2025-08)

• Responded to customers' queries via inbound calls to ensure customer satisfaction
• Conducted NPS surveys to identify improvement opportunities
• Provided timely customer resolutions through email and social media channels
• Provided training support for newly recruited Call Centre Agents and ensured they were well-equipped with product knowledge, system navigation skills
• Supported to conduct quality assessments on calls, emails and social media interactions to ensure adherence to service standards
• Promoted and cross-sold bank products and services to customers

Sales Agent - MADISON GROUP - NAIROBI

(2023-01 - 2023-07)

• Met with clients to assess financial needs and recommend suitable insurance products
• Built strong relationships with clients to ensure long-term retention
• Educated clients on various financial matters recommended investment opportunities that would suit their needs

Executive Assistant - V.A. SHIBANDA AND COMPANY ADVOCATES - KAKAMEGA

(2021-06 - 2022-10)

• Managed client communication via calls and email, providing updates on case progress and court proceedings
• Maintained and updated client files, legal documents, and court diaries, ensuring accuracy and confidentiality
• Scheduled and tracked upcoming court dates, hearings, and deadlines for legal teams
• Coordinated correspondence with other law firms, ensuring timely dispatch of letters and emails
• Streamlined administrative processes and prioritized tasks to improve team efficiency and productivity
• Received and assisted visitors, directing them to appropriate legal staff and handling front-office duties professionally

Certified Procurement and Supply Professional of Kenya - Procurement and Supply - Kenya Institute of Supplies Management (2026-01)

BCOM - Supplies and Procurement Management - Mount Kenya University (2018-05 - 2022-12)

Diploma - Business Management - University of Nairobi (2013-10 - 2015-08)

Certificate - Computer Studies - Kakamega School of Professional studies (2011-12 - 2012-06)