John Asanga Email & Phone Number

Nairobi County, Kenya

Nairobi County, Kenya

• Completed all tasks related to refugee case processing as assigned by the unit Supervisor• Ensured strict adherence to the DOS/BPRM, USCIS, RPC, CWS, and RSC Africa policies, guidelines, and procedures• Maintained complete and accurate records in START and physical files of all actions taken on a case. • Received, created, and completed new resettlement applications in START as per the laid-out policies and procedures. • Created physical files and updated data in START as appropriate. • Reviewed cases to ensure they are good for Prescreen or USCIS interviews as per the laid-out policies and procedures. • Scheduled cases in START as per the calendar and matrix provided. • Requested security checks and updated data in START as appropriate. • Scanned, renamed, and uploaded documents in START. • Reviewed and updated cases in readiness for the next stage in processing. • Reviewed cases in START, in comparison with the physical file, and completed travel packets for travel-ready cases. • Conducted regular quality assurance checks at each processing step to ensure cases are consistently and correctly updated, both electronically and in the physical file. • Ensured strict compliance and adherence with the Integrity and Compliance Guidelines when working with refugee cases and communicating with implementing partners and applicants. • Occasional travel to different processing locations to distribute decision letters, conduct applicant counseling, scan documents on CIS circuit rides, and collaborate with IOM during concurrent medical missions. Additionally, solicited refugee information for the purpose of case processing and updating.• Completed other duties as assigned by CWS/RSC Africa Management.

Nairobi, Kenya

• Received inbound and made outbound calls to field agents to provide tele-support, aiding them in their field activities.• Provided sales support to field agents, assisting them in achieving their sales targets. • Conducted on-call training sessions for agents on key topics and offering sales tips to overcome obstacles, accurately collecting feedback, and helping resolve challenges.• Generated regular reports based on feedback collected from the assigned portfolio of agents. • Provided agents with product and service information, explaining procedures, answering questions, and adhering to the Company’s policies and procedures. • Regularly communicated key talking points to agents for informational purposes and to enhance sales performance.• Identified and escalated priority issues to higher levels and following up on agent concerns. • Accurately documented all agent interaction information according to standard operating procedures. • Ensured high-quality results by adhering to standards and guidelines, identifying customer service process gaps, and recommending improvements in procedures.

Nairobi, Kenya

• Routed calls and transferred customers to relevant departments to resolve queries and concerns, escalating calls to immediate supervisors when appropriate.• Evaluated and recommended products to meet customer needs, entered customer orders into databases, investigated and resolved issues, and provided required information professionally. • Identified customer needs through call monitoring, answered questions, provided solutions/alternatives, and implemented effective customer service and sales strategies.• Identified and escalated issues to appropriate departments through monitoring phone and email systems for customer inquiries, ensuring timely and courteous responses.• Sold products and placed orders on behalf of customers, delivering comprehensive information on products, policies, and services.• Proactively reached out to customers to check information, deliver timely updates on queries, and ensure top-notch customer satisfaction. • Performed statistical analysis of both inbound and outbound calls for organizational goals and performance improvement.• Evaluated Customer Service Representative (CSR) performance, promoted quality service, professionalism, and courtesy, and established relevant actions to improve call quality and customer satisfaction.• Researched and corrected service-related concerns, demonstrating superior presentation, interpersonal, and problem-solving skills, and ensuring compliance with industry regulations and top-quality standards. • Planned and implemented sales strategies, managed customer relationships and directed a sales team

Nanyuki

• Accepted and processed cash transactions, withdrawals, and deposits for bank customers.• Managed various financial transactions, including money orders, transfers, and cheque sorting.• Oversaw ATM deposits and withdrawals, ensuring smooth cash dispensation by sorting and scanning physical cash before loading into ATM cassettes.• Ensured compliance with government regulations such as Anti-money Laundering (AML) and Know Your Customer (KYC) policies.• Conducted due diligence on new and existing customers to maintain regulatory standards.• Provided dedicated administrative support, including maintaining balance sheets, cashbooks, journals, and income statements.• Tracked, recorded, reported, and stored information related to transactions, bank supplies, and customer accounts, ensuring accuracy and completeness.• Provided in-depth financial analyses to support efficient and timely banking transactions• Suggested and implemented improved administrative processes to maximize productivity and streamline lending procedures.• Maintained, balanced, and reconciled discrepancies in cash drawers and strong room vaults.• Conducted specialized tasks such as foreign exchange, issuing of traveller’s cheques, Real-time Gross Settlement (RTGS), and Electronic Funds Transfer (EFT), adhering to local and international guidelines.• Educated bank customers about additional products and services, enhancing their banking experience and assisting them in reaching their financial goals.• Provided overarching support in account service management, customer needs assessment, and business development.• Acquired in-depth knowledge of loan processing, credit services, risk analyses, and customer service strategies to enhance customer satisfaction and streamline lending procedures.• Offered support to other banking staff by providing in-depth financial analyses for efficient and timely banking transactions.

Bachelor Of Science - Bs, Actuarial Science

Certificate, Mathematics, Credit