Elizabeth Masika

Customer-focused professional with over 10 years of experience in customer service, client relationship management, operations support, loan processing, and business development within the financial services industry. I enjoy building strong relationships with clients, resolving problems, and ensuring customers receive efficient and professional service. Throughout my career, I have guided clients through onboarding processes, maintained accurate records, handled customer inquiries and escalations, and worked closely with cross-functional teams to improve service delivery.

I am highly organized, adaptable, and committed to delivering excellent customer experiences while supporting business goals.

Business Development Officer at Moptions Capital Limited (2019-01 – 2023-01)

• Guided clients through the onboarding process, ensuring all required documentation was complete and accurate.
• Responded promptly to customer inquiries and resolved issues professionally.
• Worked closely with colleagues across different departments to ensure smooth service delivery.
• Maintained accurate customer records using the CRM system and prepared operational reports.
• Followed up with clients to keep applications and requests moving within expected timelines.
• Built and maintained strong client relationships through regular communication and support.
• Generated new business through outbound calls, referrals, and networking.
• Introduced customer acquisition initiatives that helped grow the client base.
• Consistently met portfolio growth and customer service targets.
• Strengthened customer retention through proactive follow-up.

Senior Loans Officer at Fourth Generation Capital Limited (2014-11 – 2017-12)

• Managed loan applications from submission through approval while ensuring compliance with company policies.
• Reviewed customer documentation for accuracy and completeness.
• Handled customer inquiries, complaints, and escalations with professionalism.
• Monitored loan portfolios and followed up with customers to support timely repayments.
• Prepared performance reports and maintained accurate customer records.
• Worked collaboratively with internal teams to ensure efficient service delivery.
• Promoted from Loans Officer to Senior Loans Officer based on performance and leadership.
• Awarded Employee of the Year (2016) for outstanding sales and collections performance.

Customer Care Agent at Mulleys Supermarket Limited (2012-05 – 2014-10)

• Assisted customers with inquiries and resolved complaints courteously and efficiently.
• Maintained customer service records and administrative reports.
• Supported daily operations while contributing to a positive customer experience.

Diploma in Business Management – Kenya Methodist University (2023 – 2024)

Certificate in Credit & Risk Assessment and Management (2019 – 2019)

Certificate in Computer Packages – Winscom Computer College (2013 – 2013)

KCSE – Nzeveni High School