Nicholas Thuo Email & Phone Number

Nairobi County, Kenya

Supporting Field Operations, Program Management, Performance Metrics, & Learning Design on the V_IFS to empower Oosy Youth on the Skillup Program.

I collaborated with multiple departments, including Field Operations, Program Management, Performance Metrics, and Learning Design, to support the Virtual Individualized Feedback Support(V_IFS) initiative. Together, we developed tailored engagement strategies that empowered out-of-school youth through the Skill-Up Program. By fostering seamless interdepartmental coordination, I ensured that youth participants received relevant, impactful, and skills-focused learning opportunities, aligning with Educate!'s mission to transform education and drive youth empowerment.Execution of Recruitment Strategies● Support in the implementation and execution of awareness and acquisition strategies● Constantly review your daily work plan to ensure you are operating at optimum capacity and working towards meeting set KPIs of acquiring at least 30 eligible youth per day.Customer/Youth Support● Ensure youth support Service Level Agreements are met promptly● Have a better understanding of the Skill Up program to support youths successfully● Propose and recommend any customer/youth support strategies, tools, or processes based on youth feedback or findingsSupport The Marketing Strategy● Support marketing strategy, including input on awareness and acquisition communication messages, proposing blasting schedules, and analyzing blast message efficiency and effectiveness. Work with Youth Recruitment Officers.● Ensure you are up to date with the marketing and product strategies to provide excellent communication to out-of-school youth and partners.Data Entry and Verification● Obtain correct youth information such as UUID, training venue, and training schedule and enter orders into computers.● Support conducting out-of-school youth (Oosy) surveys and data in Survey CTO/Google fors in collaboration with the product and tech team.● Maintain regular contact with the Senior Youth Recruitment Officer and provide feedback based on observations when interacting with the youths.

As a Customer Support Executive, I received inbound calls, Converted them to leads, and later to towing jobs.● Managed Inbound & Outbound calls in the operations.● Data Entry and Invoice Processing.● Identified the needs of the client and found a solution.● Answered all inbound calls, converting them to leads, and later to towing jobs.● Dispatching contracted providers/vendors to help out our clients.

Nairobi, Kenya

As CX Executive, I was responsible for leading the achievement of the Bank’s goal of being a distinguished brand known for customer experience. I handled all financial service consumer protection compliance in conformity with the Financial consumer protection regulations and timely follow-up and escalation to ensure a pleasant Customer Experience for internal and external customers and related stakeholders. I also monitored and tracked tickets related to customer service - case creation, query resolution within the set TATs, performance reporting, and root cause analysis to ensure constant service improvement and risk mitigation. ● Customer support and issue resolution: Acted as the escalation point for complex customer, merchant, and agent issues, ensuring prompt troubleshooting and resolution to maintain high satisfaction and loyalty in collaboration with the branch network and customer experience.● Service management: Oversaw the successful delivery and integration of DFS platforms. Additionally, supported branches in assisting their customers, while managing expectations and timelines effectively. ● Key account engagement: Developed and maintained strong relationships with key merchant accounts, acting as their primary point of contact for support and escalations ensuring their specific needs are met through personalized support and services to achieve target NPS and CES scores.● Support of key merchant accounts: Oversaw last-mile support for key merchant accounts and customers across the bank's digital product portfolio, focusing on Digital Financial Services (DFS), ensuring smooth service delivery and timely issue resolution.● Stakeholder management: Worked closely with internal teams to ensure service delivery aligned with business objectives. Kept all stakeholders informed and aligned and ensured support cases were resolved within a 24-hour SLA.

Successfully supported the bank's implementation of FATCA (Foreign Account Tax Compliance Act) by ensuring compliance with regulatory requirements for Diaspora clients. Conducted thorough client data reviews, identified and reported accounts subject to FATCA, and assisted in updating account records to meet compliance standards. Collaborated with internal teams to communicate regulatory changes effectively, enhancing client awareness and ensuring a smooth transition to FATCA compliance.● Ensured compliance of all customers with the Foreign Account Tax Compliance Act (FATCA) as per the banking regulations and policies, achieving a 96% success rate.● Maintained legislative materials by reviewing, interpreting, and implementing new or revised tax laws.● Reviewed tax exposure through regular compliance checks.● Managed and directed all escalations related to the diaspora unit to the relevant team for timely resolution.● Minimized bank risks by enforcing compliance with Know Your Customer & Anti Money Laundering regulations.

I Played a key role in preparing HR documentation for audits by organizing, reviewing, and ensuring the accuracy and completeness of employee records. Assisted in compiling compliance reports, maintaining confidentiality of sensitive information, and coordinating with internal teams to address audit requirements. Contributing to a successful audit process by streamlining document retrieval and ensuring adherence to regulatory standards.● Supported the Resourcing Team with the recruitment process by shortlisting candidates, conducting assessments, organizing interviews, conducting interviews performing reference checks, and issuing employment contracts.● Updating of Resourcing records and documentation for payroll processing and medical insurance.● HR Auditing of files to ensure compliance with HR Policies and Procedures.

As a Document Clerk, I Played a pivotal role in the bank's transition from paper-based systems to the T24 integrated core banking platform by ensuring the accurate digitization, organization, and archiving of critical documents. Streamlined document workflows, verified data integrity during migration, and collaborated with cross-functional teams to ensure compliance with regulatory standards, contributing to a seamless system implementation.● Prepared source data for system entry by compiling, sorting, and establishing entry priorities.● Evaluated customer and account documents for deficiencies, resolved discrepancies using standard procedures, and returned incomplete documents to the team leader for resolution, increasing data entry accuracy by over 25%.● Tested system changes and upgrades by inputting new data and reviewing output.● Secured information by performing database backups, ensuring 100% data compliance.● Maintained customer confidentiality by adhering to operational guidelines and procedures.

Bachelor Of Commerce - Bcom, Finance

Master Of Business Administration - Mba, Corporate Management

Cpa Part-Ongoing