Sharon Mukanda

Analytical and results-driven professional with expertise in workforce planning, workforce analytics, performance reporting, capacity forecasting, contact center operations, service level management, and operational excellence. Skilled in leveraging data, KPI insights, and workforce metrics to optimize resource utilization, improve productivity, enhance customer experience, and support strategic business decisions.

Workforce analyst | contact centre agent at Standard Chartered Bank (2022-11 – Present)

• Improved operational efficiency by 30% through workflow optimization initiatives.
• Increased CSAT scores by 15% through continuous performance monitoring and customer experience improvements.
• Delivered analytical insights that supported resource allocation and service enhancement strategies.
• Utilized performance data to identify trends, risks, and opportunities for operational improvement.
• Produced performance reports and insights supporting management reviews and resource allocation decisions.
• Monitored customer interaction outcomes and achieved a 95% first-contact resolution rate.
• Trained and mentored over 20 new team members, improving productivity and reducing onboarding time by 25%.
• Collaborated with cross-functional teams to improve service delivery and operational efficiency.

Relationship Manager at Top Guarantees Limited (2022-02 – 2022-10)

• Revenue Generation: Consistently surpassed monthly goals, resulting in a 20% year-over-year increase in sales.
• Client Acquisition: Successfully onboarded 50+ new clients in 6 months, fuelling a 15% growth in the bank's customer base.
• Portfolio Management: Managed and grew a dynamic client portfolio of over 100 high-value customers.
• Product Penetration: Increased banking product uptake by 25% through expertly executed cross-selling strategies and targeted financial campaigns.
• Customer Retention: Increased customer retention by 20% through proactive relationship management and tailored financial solutions.

Relationship officer at Aidrian Investment (2020-10 – 2022-01)

• Client onboarding: Achieved a 90% onboarding threshold for new clients.
• Cross selling and upselling: Supported revenue growth programs by achieving set targets thus attained a revenue of USD80000.
• Reporting and Documentation: Assisted with record keeping and office workflow management.
• Client maintenance. Managed relationship with existing clients through exemplary customer coordination and centricity.
• Service Delivery: Maintained a high customer service standard by managing 100+ inquiries daily and resolving 95% of complaints within 24 hours.
• Internal coordination: Acted as liaison between clients and the internal team especially the operation team hence improved customer satisfaction.

Bachelor's degree in Economics – Karatina University (2015 – 2019)

Kenya Certificate of Secondary Education – St. Theresa's Eregi girls (2010 – 2014)