Lucy Maore -(Mba, Cxs™️) Email & Phone Number

Nairobi County, Kenya

Nairobi, Kenya

As i endeavor to lead a dynamic and talented team, I conduct continuous end to end systematic service quality checks aimed at identifying service gaps that negatively impact on the overall customer experience. My aim to improve brand identity involve continuously collecting feedback regarding the customer experience from external as well as internal customers through Voice of the Customer, Pulse & Voice of the people surveys.Maintaining, monitoring measurement, and reviewing of SLA… Show more As i endeavor to lead a dynamic and talented team, I conduct continuous end to end systematic service quality checks aimed at identifying service gaps that negatively impact on the overall customer experience. My aim to improve brand identity involve continuously collecting feedback regarding the customer experience from external as well as internal customers through Voice of the Customer, Pulse & Voice of the people surveys.Maintaining, monitoring measurement, and reviewing of SLA (Service Level Agreement) performance with an objective to improve customer experience is a priority. Continuous competitor bench-marking to ensure that we keep abreast with the Industry Standards all while training, coaching, feedback, and assistance on the Service Experience remains to be the day to day goal. Show less

Nairobi, Kenya

Was available and able to respond in a prompt, timely, friendly, supportive and helpful manner to all customers who walked into the Thika branch in a professional, warm and friendly image. Ensured customers received excellent and consistent service by providing fast, accurate, relevant and useful information, regarding all aspects of SBM Bank Products and Services in line with the customers feedback and needs to achieve a world-class customer experience at all times.Eliminated recurring… Show more Was available and able to respond in a prompt, timely, friendly, supportive and helpful manner to all customers who walked into the Thika branch in a professional, warm and friendly image. Ensured customers received excellent and consistent service by providing fast, accurate, relevant and useful information, regarding all aspects of SBM Bank Products and Services in line with the customers feedback and needs to achieve a world-class customer experience at all times.Eliminated recurring customer issues through Root Cause Analysis and maintain Service Improvement Action Plans. Deepened relationships and grow share of wallet/potential value within the Bank by recognizing and referring cross-sell opportunities through channel migration, cross sell and up sell of products and services that add value to the customer on the use of digital alternative channels.Prioritized and authenticated Customers identity and when positive, capture and update customer interactions accurately on CRM; when unable to validate, escalate interaction via CRM. Ensured strict compliance with Branch Operations, Customer Experience Policy, Customer Service Standards and all other Bank Processes and Procedures so as to Get It Right the First Time, every time for all branch staff. Show less

Nairobi, Kenya

Prioritized customer centricity to achieve world-class customers' experience by implementing CRM (Customer Relationship Management tool) in the bank and branches. Educated customer on all our products and services and encourage them to participate and give feedback. Garden City branch was among the best branch in collecting deposits via bank provided pay bills (mobile money). Timely resolution of customer issues and escalation of any issues outside job scope was mandatory and followed through… Show more Prioritized customer centricity to achieve world-class customers' experience by implementing CRM (Customer Relationship Management tool) in the bank and branches. Educated customer on all our products and services and encourage them to participate and give feedback. Garden City branch was among the best branch in collecting deposits via bank provided pay bills (mobile money). Timely resolution of customer issues and escalation of any issues outside job scope was mandatory and followed through to ensure closure. Helped in reassuring clients that the bank was stable and back in full business during the transition of Chase Bank in Receivership to SBM Bank Kenya.Complied with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious activity, and report directly to the line manager. Availed all customer instruments such as cheque books, pre-paid and debit cards within agreed timelines. Show less

Master Of Business Administration - Mba, Strategic Management

Bachelor Of Business Administration - Bba, Finance And Financial Management Services