Martha Wanjiku

A result driven sales, marketer and customer care professional with over 8 years of experience in the banking and finance sector with a proven ability to drive business growth and capture untapped opportunities through delivering results beyond expectations.

Offers a history of success in in building lasting and mutually beneficial banking relationships with corporates, small and medium enterprises and private banking clients. Additionally, I have a proven experience providing customer support in busy environments, possess an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

A strategic thinker with a proven ability to identify problem areas and turn them round to successes thereby delivering on customer commitments

Customer Service Consultant 

National Bank of Kenya, July 2019 to date

Duties and Responsibilities 

• Logging of customers complaints, tracking for resolution and ensure closure within 24 hrs.
• Effective custody and safe keeping of customer cheque books and debit cards.
• Compliance with KYC in the release of cheque books and debit cards to customers
• Ensure all revenue due to the Bank from the printing of mini statements and issuance of counter leaves is fully recovered.
• Assist in the achievement of Branch business growth targets.
• Assist in the cross-sell activities for the Branch
• Respond to customers queries and advise customers on various products
• Filing of correspondence documents
• Assist in the delivery of account opening documents to accounts operations and confirmation that the same has been accurately captured.
• Assist in the quick opening of accounts- 
• Directing customers to relevant sections for completion of transactions.
• Pro-active Queue management to enhance the image of the Bank.
• Responsible for management of the Branch cheque deposit box, and retrieval of cheques deposited therein.
• Assist customers in filling Bank forms, and any other assistance they may require.
• Pro-active ATM lobby Management.
• Ensure compliance to KYC in all dealings with customers.
• As a member of the customer service team, assist in all functions allocated within the department..
• Receipt and processing of customer instructions
• Migration of New and Existing Customers to digital platform.

 Sales Team Leader

 National Bank of Kenya, Jan 2019 to June 2019

 In charge of; Kisii, Bomet, Awendo and Migori branch

 Duties and Responsibilities 

• Coordinating sales department and provide new strategies to sales team on how to increase sales, attend to customers and close deals.
• Maintained organized, presentable merchandise to drive continuous sales.
• Worked alongside retail representatives to boast sales by enhancing product presentation to customers
• Training and developing new sales team in product, selling techniques and company procedures
• Creating healthy competition amongst sales personnel by rewarding team members who have done exceptionally well in manner approved by the organization.
• Ensuring sales department is operated in a cordial and organized manner
• Focused on maximizing sales through coming up with sales activations for sales team.
• Conducting training of team members to maximize their potential.
• Conducting quarterly performance reviews.

Direct Sales Representative

National Bank of Kenya, Nov 2013 to Dec 2018

Duties and Responsibilities 

• Recruiting of new clients
• Growing and maintaining a quality loan portfolio.
• Undertaking credit appraisal to vet all credit 
• Assisting in the development and implementation of marketing and business development initiatives
• Acquisition of customer portfolio management
• Marketing bank products and service on daily basis to prospective customer
• Building relationships with existing referrals sources and activating new referrals sources both internally and externally
• Working closely with the team leader in arranging for events/promotions for new acquisition for customers
• Driving insights for competitors’ sales activities and effectively counter the effort

Education & Professional Background 

• Final year student at Management University of Africa, pursuing bachelor’s in Business Management and Leadership, Marketing Option.
• Advanced Diploma in Sales and Marketing, Tracom College of professional studies, 2012-2013
• certificate in basic computer course, Psalm Degi-soft
• KCSE, Mau-Summit Secondary School, 2010
• KCPE, Mau-summit Primary School,2006