Penina Oluoch

Goal-oriented banking professional with strong experience in sales leadership, business development, and customer service. Skilled in driving revenue growth through strategic planning, team motivation, and performance management. Adept at building lasting client relationships and ensuring compliance with industry standards. Committed to delivering excellence and achieving organizational goals.

Team Leader at Diamond Trust Bank (2024-06 – Present)

• Strategic Sales Planning: Develop and execute sales plans and strategies to achieve revenue goals and increase market share.
• Team Leadership & Development: Lead, motivate, train, and coach the sales team to enhance their performance and meet targets.
• Sales Target Management: Set individual and team sales targets and monitor performance to ensure objectives are met.
• Performance Analysis & Reporting: Analyze sales data and market trends to identify opportunities, improve strategies, and prepare reports for management.
• Customer Relationship Management: Build and maintain strong relationships with existing and potential customers to increase retention and drive business growth.
• Market & Product Knowledge: Stay updated on banking products, services, market trends, and competitor offerings to provide tailored solutions to customers.
• Compliance & Risk Management: Ensure the team adheres to all banking regulations, company policies, and risk parameters.
• Cross-Functional Collaboration: Work with other departments, such as marketing and product development, to improve offerings and customer satisfaction.
• Operational Efficiency: Manage daily sales operations to ensure efficiency and adherence to established procedures.

Business Development Officer at Diamond Trust Bank (2022-10 – 2024-05)

• Generate new customer leads through various channels
• Proactively identify sales prospects and conduct business development activities in the geography assigned Follow up on new leads and referrals to generate business
• Achieving the monthly sales targets, assigned to him/her, for various products and services
• Cross sell assets and fee products
• Follow the various internal guidelines and procedures of the bank
• Ensure customer satisfaction through regular engagement
• Resolve customer queries/issues and facilitate customer service
• Maintain periodic status reports, including daily activity report and calls/follow-ups made.

Assistant Call Center Quality Assurance at Dlight Solar Company (2022-05 – 2022-08)

• Maintained effectiveness and quality of incoming and outgoing calls
• Identified calls failing to meet predefined standards and identified the problems
• Implemented agent training and coaching initiatives
• Understood the priorities of the organization and evaluated call behaviors for regulatory compliance, cross-selling and adherence to policy.
• Provided customer feedback and compliance feedback to management.
• Conducted weekly calibration sessions with call center team leaders to develop scoring consistency and best practices.

Customer Service Executive (Call Center Agent) at Dlight Solar Company (2020-01 – 2022-04)

• Managed large amounts of inbound and outbound calls in a timely manner
• Followed call center scripts when handling different topics
• Identified customers' needs, clarify information, research every issue and providing solutions
• Frequently attended calibration sessions to improve knowledge and performance level.
• Met personal qualitative and quantitative levels
• Built sustainable relationships and engaged customers by taking the extra mile
• Kept records of all conversations in our call center in a comprehensible way.

Intern at National Hospital Insurance Fund (NHIF) (2018-08 – 2019-02)

• Receiving, recording and capturing of members' registration forms.
• Customer care services (handled clients' complaints and queries)
• Physical and system filing of registrations and amendment forms
• Updating existing members' details and dependents in the system
• Scanned and merged member's photos in the system
• Printed NHIF cards
• Recognized, reversed and spread M-Pesa transactions to accounts

Swimming Coach/Lifeguard at Thika Road Academy (2017-09 – 2018-07)

• Planned swimming lessons that took into account student abilities and progressive developments
• Taught swimming techniques, swimming strokes and water safety rules to students with varying swimming abilities
• Monitored students to prevent accidents and injuries Assisted more experienced swimmers toenhance their swimming abilities.
• Organized swimming competition for students
• Assessed the progress of students and adjusted teaching programs accordingly.
• Ensured that the swimming pool and lock rooms were kept clean and tidy.

Industrial Attachment at Kenya YMCA (Aquatic Department) (2016-05 – 2016-12)

• Cleaned the pool area and the swimming
• Facilitated and maintained consistent pool programs.
• Monitored and tested chemical levels of the pool.
• Trained on knowledge of principles and practices of resuscitation, first AID and CPR/PR techniques.
• Gained knowledge of swimming pool sufficient to be able to perform minor maintenance on the equipment.

Masters of Business Administration in Human Resource Management – Kenyatta University (2022-09)

B.Sc. in Recreation and Sports Management – Kenyatta University (2013 – 2017)

Certificate in Coaching and Lifesaving – Kenya YMCA (2016-07 – 2016-12)

Certificate in Computer Microsoft office packages – Reach Out Media College (2013-01 – 2013-03)

Kenya Certificate of Secondary Education – Kisumu Girls' High School, Kisumu (2009 – 2012)

Kenya Certificate of Primary Education – Julius Nyerere Kambarage Preparatory School (2001 – 2008)