Joy Namasaka Email & Phone Number

Kenya

Oversees the End-to-End Customer Experience Design and Delivery of the Customer ExperienceStrategy across the I&M Group( I&M Kenya, Uganda, Tanzania and Rwanda ). Measures and tracks Key Performance Indicators and delivery of Return On Investment (ROI) on identified transformational Customer Experience Opportunities.• Liaises and advocates for change in collaboration with other business functions to consistently deliver exceptional end-to-end customer experiences across every stage, channel, and touchpoint in the customer journey.• Representative of the Voice of the Customer to ensure all customer needs, pain points and opportunities are adequately catered for through innovative solutions that lead to greater customer satisfaction and higher retention levels.ACHIEVEMENTS• Set up the Shared Service Structures and processes for the I&M Group which consists - I&M Kenya, Rwanda, Tanzania and Uganda.• Member of the I&M Bank Management committee(MANCO)-2014 to date.• Nominated as the Lead Cultural Change Maker " Pamoja Cultural Transformation initiative" -2021- 2022 (I&M Bank)• Set up the I&M Bank (K) Ltd Customer Experience Department from inception.• Significantly Improved Customer Experience Key Performance Indicators: Turn-a-round Time for Key Processes improved from 73% -2018 T0 83% 2021 (I&M Bank),Customer Satisfaction score at I&M Bank improved from 60%in 2016 to 87% in 2021 and the Bank’s Net promoter score has grown from 36% in 2016 to is at 74 (2021) –Independent source Nielsen (K) Ltd• Chairperson Corporate Social Responsibility Committee I&MBank-2017-2019• Served as a Nominated Trustee of the I&M Bank Ltd Staff Pension Fund- 2017-2019• Under my leadership, I&M Bank won the Best organization in Internal Customer Engagement during the Customer Service week run by the Institute of Customer Service (ICX) - 2016

Nairobi, Kenya

Business Consulting Including: Training, Business Strategy and Transformation, HR Consulting, Change Management, Performance Improvement and Organizational Development.

Kigali, Rwanda

• Trained Mutara Enterprises –Kigali Rwanda in Customer Service, Effective Sales and Negotiation and Communication Skills ( May 2012 )• Conducted a Baseline Survey for Techno serve Rwanda-Strengthening Rural Youth and• Entrepreneurship Program. (March 2012- May 2012)• Conducted Organizational Performance Index (OPI) assessments for 10 Companies In Rwanda and was the Lead Consultant in the following Determinants -Leadership and Management, Human Capital & Customer Orientation, and Marketing. Companies Assessed include Crystal Ventures, Kigali Serena, Kobil Rwanda, World Vision Rwanda, Institute of Policy and Research (IPAR), Mutara Enterprises, Bank Of Kigali, Bourbon Coffee Ltd, Media Services Group, GPS Ltd, Inyange Ltd, and Real Contractors. (June 2011 - March 2012)• Training Module design and writing for Human Resources November- Rwanda Institute of Administration and Management (RIAM) 2011. (December 2011)• Conducted a Customer Satisfaction Survey for the Banque Populaire Du Rwanda and provided Consultancy services on Strategies to improve Customer Service. (July 2011- September 2011)• Conducted Sales and Marketing Training for all staff at Bank Of Kigali to improve sales, customer relationship management, and communication skills. (Aug 2011)• Designed and facilitated Effective Sales and Marketing, Training of Trainers, Customer Service, Customer Relationship Management, Business etiquette, and Deposit mobilization in Centenary Bank Uganda Ltd.(March 2011 -May 2011)

Kenya

Oversee customer service in twenty-three branches and ensure that there was a high levelof customer service excellence. Formulated and implemented customer service Customer Relationship management. Reengineered processes based on customer feedback and complaint trend analysis leading to improved service. Managed complaints by ensuring all complaints were properly captured and resolved.ACHIEVEMENTSCentral Cluster was the top-performing cluster in Customer Experience for 3 Consecutive years-2008, 2009, 2010 -Barclays bankSpearheaded the formation of the Customer Experience Dashboard at Barclays bank

Hilton Branch

Responsible for the day to day running of the Hilton Branch agency to ensure customers are served seamlessly at the same time observing all operational controls. Responsible for business planning and growth hence profit improvement and costmanagement. Was accountable for ensuring customers were given prompt and efficient service at all times. Managed operational risk exposure at the branch level. Managed branch structure and application of established policies, processes, procedures, and tools in achieving compliance requirements, optimal efficiency, resource utilization, and cost containment.Key TasksBusiness planning and growth, Cost management, Service Delivery and customer relationship management, Risk management, people management.

Bachelor'S Degree, Bs In International Business Administration, Cum Laude

Master'S Degree, Entrepreneurship/Entrepreneurial Studies