Customer Experience Officer
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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.
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
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]
