District Manager, Sales and Customer Service; Delegated District Director at Oromia Bank (2024-06 – Present)
A financial institution dedicated to empowering underserved businesses and individuals, commonly referred to as the "missing middle," by offering financial solutions since its inception.
- Led more than 65 branches sales plan, budget, goals, and Key Performance Indicators (KPIs) to track progress and outcomes.
- Develop and execute a comprehensive sales and marketing strategy.
- Supervise and track the entire Sales Pipeline Management process.
- Collaborate closely with the product development team to suggest tailored products/services for the specific target audience.
- Guide the Digital banking team to position digital banking services as a solution for the target market.
- Establish clear, transparent, and fair policies and procedures for all banking products and services.
- Identify prospects and convert them into loyal customers strategically.
- Establish and enforce service standards to guarantee exceptional customer satisfaction.
Head Sales Support at Dashen Bank (2024-04 – 2024-06)
One of the pioneers in Digital banking service in Ethiopia known for its corporate social responsibility and get international recognition for its contribution to the Digital Economy.
- Design a Comprehensive Marketing Strategy.
- Devise Resource Mobilization Strategy.
- Design a Go-to-Market Strategy for new products/services.
- Design a creative community engagement sales activation campaign.
- Identify Potential Niche Market and Develop a Value Proposition.
- Design Digital Banking Marketing and Sales Activation Plan.
- Design Inter-Departmental Service Level Agreement to ensure cross-functional collaboration.
- Develop and implement sales strategies to meet organizational goal.
- Monitor and analyze sales data to identify opportunities for improvement.
- Set individual sales target with team members and monitor progress.
- Develop and deliver sales training and coaching sessions.
- Motivate and support team members to ensure they reach targets.
- Coordinate team meetings, sales events, and activities.
- Manage all customer complaints and resolve any customer disputes.
- Devise and review the Complaint Management Policy and Procedure.
- Devise Complaint Management Guideline.
- Proactively identify possible sources of complaints and devise mitigation mechanisms.
- Ensure consistency in resolving customer complaints.
- Devise Business requirements for Complaint Management Automation.
- Collaborate with a cross-functional work unit to achieve customer satisfaction.
Team Leader, Sales Support at Dashen Bank (2023-11 – 2024-04)
- Develop and implement sales strategies to meet organizational goal.
- Monitor and analyze sales data to identify opportunities for improvement.
- Set individual sales target with team members and monitor progress.
- Develop and deliver sales training and coaching sessions.
- Motivate and support team members to ensure they reach targets.
- Coordinate team meetings, sales events, and activities.
- Manage all customer complaints and resolve any customer disputes.
Team Leader, Complaint Management at Dashen Bank (2022-11 – 2023-11)
- Devise and review the Complaint Management Policy and Procedure.
- Devise Complaint Management Guideline.
- Proactively identify possible sources of complaints and devise mitigation mechanisms.
- Ensure consistency in resolving customer complaints.
- Devise Business requirements for Complaint Management Automation.
- Collaborate with a cross-functional work unit to achieve customer satisfaction.
Senior Customer Experience and Service Quality Assurance Officer at Dashen Bank (2022-09 – 2022-11)
- Developing and implementing strategies to improve customer interactions across multiple touch points and channels.
- Monitoring and measuring Key Performance Indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to executive management and stakeholders.
- Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
- Training and educating staff on customer centric approaches and best practices to foster a customer focused culture throughout the organization.
- Collaborating with cross functional teams, such as marketing, digital banking, product development, and the customer service team, to align customer experience efforts with business goals and objectives.
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, Net Promoter Score, Churn rate, and Customer efforts providing regular reports and insights to senior management and stakeholders.
- Devise Customer Journey Mapping to create seamless customer experience by identifying major pain points.
- Train and educate staff on customer-centric approaches and best practices to foster a customer- focused culture throughout the organization.
- Serve as a frontline ambassador of the bank.
- Cross sell and upsell the bank's products/services.
- Consistently provide high-quality services that meet/exceed customers' expectations.
- Support back-end branch operations.
- Identify existing and prospective customers' needs for financial services, including both products and services.
- Mobilize resources to meet/exceed the target Collaborate with co-workers to realize the intended goal of the bank.
Customer Experience and Service Quality Assurance Officer at Dashen Bank (2021-10 – 2022-09)
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, Net Promoter Score, Churn rate, and Customer efforts providing regular reports and insights to senior management and stakeholders.
- Devise Customer Journey Mapping to create seamless customer experience by identifying major pain points.
- Train and educate staff on customer-centric approaches and best practices to foster a customer- focused culture throughout the organization.
Customer Service Officer/Maker-Checker/Agent I/II at Dashen Bank (2014-12 – 2021-10)
- Serve as a frontline ambassador of the bank.
- Cross sell and upsell the bank's products/services.
- Consistently provide high-quality services that meet/exceed customers' expectations.
- Support back-end branch operations.
- Identify existing and prospective customers' needs for financial services, including both products and services.
- Mobilize resources to meet/exceed the target Collaborate with co-workers to realize the intended goal of the bank.
