John K. Email & Phone Number

Nairobi County, Kenya

I have grown the Credit Portfolio by 28% within 6 months through strategic growth and retention initiatives.I have Increased the Credit Revenue by 19% within 6 months through strategic growth and retention initiatives.I have spearheaded the delivery of two key Overdraft product enhancements, driving up activation by 83%, utilization by 28%, and revenue by 39% within 1 month of the implementation.I am responsible for defining and executing business models, products, and go-to-market strategies for LOOP credit, savings and investment propositions.I lead a team of growth and retention officers to scale customer activation and retention campaigns.I manage the Non-performing loan (NPL) exposure and design strategies for continuous business growth.

Nairobi County, Kenya

I led the cross-functional team that designed, developed and implemented a credit repair campaign dubbed ‘Jenga Jina’ as part of a government-driven credit repair initiative. The campaign aimed at rehabilitating our mobile savings and loan customers negatively listed on the credit reference bureaus (CRBs) by enabling them to view and repay all their outstanding facilities at a discount. I participated in the development of joint marketing campaigns with partners to drive up product uptake and utilization resulting in a 24% growth in the mobile savings portfolio.

Nairobi, Kenya

I developed and executed robust acquisition and activation strategies that grew the activation rate of our mobile lending and savings proposition to 30%.

Nairobi

I led a team of relationship managers to achieve a 46% customer activation rate through the development and execution of effective digital customer acquisition and activation strategies.I successfully led the team in turning around the debt collection for our digital loans through the implementation of multipronged debt collection initiatives achieving 56% conversion.I supported over 1,700 customers affected by the covid-19 pandemic through leading the execution of the bank's debt restructuring process.

Nairobi, Kenya

I oversaw the customer experience management for our mobile savings and loans products across three african markets; Mokash Uganda, Mokash Rwanda and Mokash Ivory Coast, leveraging my skills in digital financial services to ensure delivery of seamless user experiences to drive up customer satisfaction.I played an integral role in optimizing our customer support channel in the Rwandan market through the design and implementation of an Interactive Voice Response (IVR) solution to address customer queries effectively reducing call center demand by an impressive 50%.

Nairobi, Kenya

I ensured the delivery of exceptional customer experience by our customer support teams through monitoring, evaluating and enhancing the quality of customer engagements and query handling across all social media platforms to align with our customer promise.I played a key role in the development and implementation of the digital KYC (Know Your Customer) process to facilitate customer onboarding during the period of restricted movement in the wake of the covid-19 pandemic which achieved an impressive 14% conversion.I supported the frontline sales teams in customer acquisition through data analysis and execution of effective customer value management campaigns to drive successful conversion.

Nairobi, Kenya

Designed and implemented a comprehensive customer acquisition strategy focused on loan offerings. I utilized my knowledge of customer preferences to craft compelling loan products and value propositions achieving an impressive 6.3% conversion rate.

Nairobi, Kenya

Commercial Bank of Africa (CBA) was the largest privately-owned bank in East Africa before its merger with the National Industrial Credit Bank (NIC) to form NCBA Group Plc.I successfully managed the sales and marketing efforts for the bank's digital banking product, CBALoop, leveraging my expertise in sales and marketing to drive customer engagement and adoption of the digital product.I was in charge of coordinating the bank's customer engagement strategy by leading a team of call center agents. My team achieved an outstanding 60% customer activation rate through effective communication and relationship building.I designed, executed, and closely monitored a customer acquisition strategy that aimed at migrating customers to the digital bank product through the provision of credit facilities. We achieved a remarkable 51.3% success rate, highlighting my proficiency in strategic planning and execution.I ensured business growth through the creation and implementation of a customer activation strategy aimed at growing the customer base and disbursements for the bank's digital product. We achieved a 28% growth in disbursements showcasing the success of the strategic initiative.

Nairobi, Kenya.

I oversaw the day to day operations of the CBA Loop Branch leveraging my strong leadership and organizational skills to ensure the store's efficient functioning and excellent customer service.I managed a team of agents responsible for serving customers and promoting the bank's digital banking product.I organised a successful marketing activation campaign targeting business around the CBA Loop Branch as an Acting Manager.The strategic marketing initiative led to an impressive 30% customer conversion rate.

Nairobi, Kenya

Legal Resources Foundation Trust (LRF) is a national civil society organisation founded in 1993.I spearheaded the firm’s digital migration by designing a database for all consultants engaged by the firm and slashing stationery costs by 10%.

Bachelor Of Purchasing And Supplies Management, Logistics, Materials, And Supply Chain Management

Kcse

Activities and Societies: Basketball, Tennis, Football, Swimming.