Edith Mukangula

I believe that my attribute, skills, Customer service passion, General knowledge I’ve acquired in the customer service desk my 4 years work experience. Working as a Relationship officer and a Customer Experience Officer has equipped me with cutting edge skills in credit analysis, analyzing key investments trade, ensuring customer satisfactions, and managing customer relations. This is because I can negotiate, Close deals and track competitors advancements in the market.

WORKING EXPERIENCE

JAN 2019 – TO DATE:

Ngao Credit Limited Position held: Customer Experience Officer Responsibilities  Answered incoming callsregarding service questions and general clients’ queries concerns.  Maintained high level of professionalism with clients and working to establish a positive rapport with every caller.  Captured customer interactions in CRM and followed up resolution of customer tickets.  Assisted Relationship officers in loan processing on CRM  Impact the customers bottom line by problem solving and turning frustrated clients into repeat customers.  Generated weekly, monthly, Quarterly, and annual customer service reports.  Conducted customer experience surveysto establish CSAT andNPS.  Monitored progress of branch loans on process and ensured the branch adhered to acceptable TAT.  Maintain accurate and up to date branch customer database Selling of loan productsto potential and existing clients and meeting set monthlybudgets  Authenticating documents presented for loan applications.  Conducting customer KYC to establish applicant credit worthiness and character  Loan applications processing and ensuring loan details are well captured in CRM system  Ensure debt collection and recovery procedures are followed to the latter in accordance with the company risk policies and procedures.  Enhancement of excellent customer service by ensuring all customer queries/complaints are conclusively resolved within the required timeline.  Attending to walk-in customers and answering i

ACADEMIC QUALIFICATION

MAY 2021 -To Date: Kisii University Diploma in Library Records and Archives Management.

MAY 2015 -AUG 2016: Kisii University Certificate in Library Records and Archives Management JAN 2010 - NOV 2014: Great Rift Girls Educational Centre [PASS] 2001 - 2009: The Eagle Academy [PASS]