Jackson Sengu Kitonyo

To work in a challenging, dynamic and responsible Positioning in an organization calling for total dedication, creativity and decision making to combine the use of intellect and initiative to fully utilize the skills acquired, thereby achieving both the organization and my career development goals.

BRANCH OPERATION ASSISTANT - NCBA BANK

Currently serving as Branch Operation assistant providing exceptionally customer service and Excellent operational services

• Delivering accurate and efficient counter services, including cash deposits and withdrawals, local and foreign currency transactions, transaction verification, cash balancing and daily reconciliation.
• Ensures strict adherence to banking controls, compliance requirements and approved procedures while maintaining customer confidentiality.
• Provides exceptional customer service by handling enquiries and complaints, resolving issues within agreed turnaround times, educating customers about banking products and identifying opportunities for appropriate cross-selling.

CONTACT CENTRE AGENT - NCBA BANK

(2024-06 - 2026-06)

During my role as contact centre agent, I provided exceptionally customer service and efficient case resolutions.

• Delivered professional and efficient Contact Centre support to external customers and internal staff, handling enquiries, complaints, service requests and transaction-related issues across multiple channels.
• Provided first-contact resolution for routine enquiries while escalating complex issues to relevant business units and maintaining ownership until resolution.
• Coordinated with Branch Operations, Digital Banking, Cards, IT, Relationship Managers and other internal teams to resolve customer issues within agreed SLAs and TATs.
• Handled urgent requests including card/account blocking, fraud alerts, transfer recalls and stop payment requests in accordance with established procedures.
• Maintained accurate CRM records, documented customer interactions and ensured timely follow-up on outstanding cases.
• Identified customer needs and generated cross-selling and lead-generation opportunities for relevant NCBA products and services.
• Provided timely feedback to internal teams on recurring customer issues, contributing to root-cause analysis and continuous service improvement.
• Maintained strict adherence to NCBA policies, customer authentication procedures, confidentiality requirements and operational controls.
• Managed difficult customer interactions professionally, resolving complaints while protecting the bank's interests and maintaining a positive customer experience.
• Consistently worked toward Contact Centre service-quality, productivity, FCR, SLA and customer-satisfaction targets.

Volunteer Internship in The Department of Finance and Economic Planning - KILIFI COUNTY - KILIFI COUNTY

(2021-04 - 2021-09)

• Monitoring and Evaluation
• Annual Development Plan formulation

Clerk - Independent Electoral and Boundaries Commission

(2022 - 2022)

• Assist presiding officer setting up the polling station
• Assist voters to cast their vote in secret
• Ensure voters vote without any influence
• Assist the presiding officer to count the votes cast.

Enumerator - Kenya National Bureau of Statistics

(2019 - 2019)

• Citizen enumeration and evaluation
• Land marking
• Completing survey sheets
• Interpreting interview questions
• Visiting each house without exception and having the information entered in the handheld device correctly and completely.

CPA - CPA SECTION ONE - KCE COLLAGE

Bachelor - Economic and Statistics - University of Nairobi (2019 - 2023)

Kenya Certificate of Secondary Education - K.C.S.E - Maranda High school (2014 - 2017)

Kenya Certificate of Primary Education - K.C.P.E - Ziwa La Ngombe primary (2006 - 2013)