In my current role, I analyze customer portfolios to enhance profitability through tailored banking products. Key achievements include:- Exceeding Loan Targets: Surpassed both secured and unsecured loan targets by 39%, leading to a record $3 million loan disbursement within the first quarter.- Reducing Customer Complaints: Achieved a 25% decrease in customer complaint rates in Q3 2023.- Understanding Customer Needs: Developed a deep understanding of our banking products and services to align them with customer needs effectively.- Providing Tailored Solutions: Offered appropriate banking product options that meet the unique requirements of each customer.- Enhancing Customer Experience: Committed to delivering exceptional customer service by building strong relationships through proactive outreach, while proposing suitable products, services, and digital solutions to support customers in achieving their financial goals.

- Ensure proper implementation of company policies and procedures for operational effectiveness - Control merchandising of products to optimize sales and ensure it is in line with brand image and standards- Monitor stock levels continuously, maintain inventories and re-order merchandise when needed to ensure equate stocks. - Conduct on the job training, demonstration, and instruction for new hires and existing employees, to support their development to ensure the highest standards of performance are achieved- Assigns routine and non-routine tasks and duties to Sales Associates and Cashiers in order to ensure that activities are carried out in the most efficient and effective way

- Consolidate, validate and submit sales reports, cash, bank slips, discount/exchange/refund receipt, vouchers,... etc of all cash tills at the end of the day in compliance with company policies and security standards ensuring all the cash discrepancies are logged - Develop and lead customer service initiatives and processes implementation (such as VOC, Focus Groups and online surveys) to monitor and enhance customer satisfaction.- Optimize the customer service processes in the shops by re-designing, enhancing and implementing operational policies and procedures adhering to best practices and international standards to maximize customer satisfaction, improve service and deliverable- Recruit, train, develop, supervise and support the team in the delivery of front-line customer service to ensure elective and handling of customers’ inquiries, requests, and complaints-Develops customer service procedures, policies and standards for the organization and department and ensures they are respected.-Conducts market research to discover customers' needs and wants.