Gladys Mwakeh

I am currently a customer experience clerk at Kenya Commercial bank, well trained in customer service duties, administration duties, communication (through emails, SMS, inbound and outbound customer engagement via calls), social media engagement and customer retention skills. I have excellent communication and writing skills in both English and Swahili. In my role as Customer Experience Clerk, I have honored my abilities in excellent communication and best customer interaction skills.

I am very passionate in what I'm best at and excited about this position from one of my most desired institutions to work for. I have experience in file management, office financial management, storage and database management. I have also taken part in receiving, recording and dispatching files or corporate mails to related departments as required. I'm looking forward to learn more, explore and gain experience in the executive management position for my future career benefits.

Kenya Commercial Bank (KCB) Kenya, Nairobi County

Customer Service Agent – Customer Experience Department June 2018 - Present

• Trained on Customer Experience skills, banks KYC process and Customer retention skills. 
• Performing Administration duties, file management and record keeping. 
• Receiving Customers queries via, Emails, social media (WhatsApp, Facebook and Tweeter), calls and SMSs regarding Financial services and resolving the challenges faced when making transactions at KCB Bank.
• Educating and giving awareness to customers on new products and services to provide better financial solutions and services 
• Addressing customer's suggestions and feedback regarding the business to improve customers satisfaction and for Better service delivery 
• Attend Training and Bench Marking Programs on Customer Satisfaction Skills, Risk/Fraud Management 
• Keeping customers records for customer retention purposes.

Kenya Wildlife Service (KWS) Kenya, Nairobi County

Research Intern May 2017 – February 2018

• Reviewing of Environmental Impacts Assessment Reports and writing review letter comments and review matrix of the reports to the National Environmental Management Authority (NEMA) for Compliance with the Environmental Management Coordination Act regulations (EMCA Rev 2015).
• Conducting administrative duties
• Attending meetings on Environmental Management issues concerning wildlife management, concerning KWS organization and public concerns.
• Taking minutes for meetings held in the department.
• Updating all office databases
• Prepared the weekly reports and Quarterly reports to the head department.
• Data collection through field visits, Inspection and monitoring concerning wildlife and environmental protection
• Participated in awareness campaigns and public education on Environmental protection and Wildlife management, i.e. Plastic paper ban, Cleaning of parks, Environmental Sustainability strategies and activities in the organization
• Served as Data Entry officer and Right Seat Observer (RSO) in the Laikipia-Samburu-Meru-Marsabit Ecosystem Aerial Survey 2017.

The following points are some highlights of my experience and qualifications:

Earned a bachelor’s degree in Environmental Science from Kabarak University

Possess knowledge of State and environmental regulations and guidelines

Experienced in collecting, compiling, processing, and presenting detailed technical data