Caroline Githogora

Detail-oriented Relationship Officer with 10 years of experience in the banking sector, specializing in customer relationship management and sales strategies. Proven track record in leading successful marketing campaigns and consistently meeting sales targets, contributing to significant asset growth. Strong expertise in financial planning and product knowledge, complemented by leadership roles in employee training and safety initiatives.

Committed to delivering exceptional customer service and optimizing client experiences.

Relationship Officer -SME at Equity Bank Kenya Ltd (2024-03 – Present)

• Appraising and processing loans for customers.
• Maintain and built close relationships with customers through regular contact and visits.
• Led successful marketing campaigns to drive new business acquisition and deepen existing client relationships.
• Contribute to the growth of the branches assets under management by consistently meeting sales targets.
• Maintain knowledge on banking products and distribution to provide optimal service support.
• Maintain overall safe work environment with employee training programs and enforcement of safety procedures as the teams first aider and fire marshal.

Relationship Officer Operations- Diaspora at Equity Bank Kenya Ltd (2020-11 – 2024-03)

• Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
• Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
• Achieve goals for sale of bank products and services and met performance metrics for customer service.
• Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
• Developed advanced product knowledge to share current information while generating and delivering products quotes.
• Networked to identify potential new clients and expand geographic territories.
• Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
• Maintain overall safe work environment with employee training programs and enforcement of safety procedures as the team's first aider and fire marshal.

Relationship Officer Account Opening- Diaspora at Equity Bank Kenya Ltd (2016-03 – 2020-11)

• Opened different accounts for customers.
• Sorted other account related issues including mobile and online banking, Customer details amendment among others.

Call Center Agent/Customer Service at Equity Bank Kenya Ltd (2013-01 – 2016-03)

• Contact Center Relationship officer in charge of outbound and inbound information logistics
• Handling various customer complaints on call as well as on social media.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.

Receptionist/Data Entry Clerk at Atlas Cargo Systems (2010-02 – 2012-03)

• Attending to clients, management of all client's data, operating the switch board, communicating to clients and updating them on their cargo status taxes etc.
• Performing general everyday tasks necessary for the efficient running of the business among other administrative roles

Bachelor of Leisure and Hospitality Management in Leisure and Hospitality Management – Makerere University Business School (2006-01 – 2010-05)

A level Certificate – St Lawrence Citizens High School (2004-01 – 2005-11)

High school diploma – Ngiriambu Girls High School (2000-01 – 2003-11)