Winny Mugoya

Dedicated customer service professional with 8 years of expertise in Front office administration, customer care and banking with proven ability to provide exceptional customer service, manage client relationships and achieve operational excellence. Skilled in handling diverse customer inquiries and complaints resolution, processing transactions and service delivery.

Head Of Customer Service - Strategic Deposit taking Sacco Ltd.

(2021-01 - 2025-10)

• Team leader of 3 customer service representatives.
• Trained and monitored individual and team performance and prepared weekly reports.
• Assisted customers with inquiries about accounts, loans, payments, cards, mobile banking and other financial services.
• Assisted more than 50 customers daily, maintaining a 95% customer satisfaction rating as required in the Sacco's Strategic plan (2021-2025).
• Operated and managed the switchboard, responding to high volumes of customer calls and resolved services in a timely manner.
• Handled the organization's official email platform ensuring prompt feedback to customers and corporate clientele.
• Managed incoming corporate letters and drafted responses for Management approval.
• Led the response strategy during complex or sensitive customer complaints solving issues professionally.
• Followed up on unresolved issues to ensure timely closure while maintaining compliance with organization policies.
• Partnered closely with operations, credit, finance and marketing departments to resolve customer issues.
• Regularly updated customers and notified important information through Bulk SMS messaging.
• Maintained a customer correspondence file for reference and monitoring of any re-curring issues.
• Cross-sold and marketed financial products and services to existing and prospective customers.
• Trained new employees on Sacco products, systems, procedures and customer service.
• Identified any gaps in customer service and recommended solutions to reduce complaints, waiting times and service errors.

Customer Service Officer - Strategic Deposit taking Sacco Ltd.

(2018-03 - 2020-12)

• Responded to general customer enquiries while identifying and assessing their needs to achieve customer satisfaction.
• Attended to walk-in client queries for resolution.
• Managed inbound and outbound calls.
• Responded to customer emails and individual work emails.
• Created and registered new accounts for approval by Business Development Manager.
• Processed all member requests and forwarded to supervisor using the set CRM systems.
• Provide loan eligibility advise to customers.

Applied Communication (Public Relations) - Multimedia University of Kenya (2014-03 - 2017-06)