Tabitha Kamiru Email & Phone Number

Kenya

Nairobi, Kenya

Key Roles & Responsibilities•Assisting in quality evaluations and dissemination of feedback of all contact centre customer interaction points so as to safeguard consistency and service offered within the teams and adherence to established policies and processes in achieving optimal efficiency.•Identifying areas of coaching and recommending calibration programmes from evaluation exercises to ensure service offered is consistent and aligned to set standards.•Accurate spooling and compilation of daily and weekly data in a timely manner as required for report preparation and customer engagements and ensure the reports are disseminated within the stipulated internal SLAs.•Sending out surveys to customers on a daily basis as per stimulated time and parameters and analysis of customers feedback through the surveys for reporting purpose and outline recommendation and coaching needs.•Assist in preparation of contact centre performances, quality and feedback reports and any other adhoc reports required by contact centre.•Tracking and analysing daily performance, statistics, repeat caller reasons and relative incidences for deductive purpose.•Identifying process gaps within contact centre and from customers pain points highlighted from the shared feedback for improvement.•Participating in training of agents and other initiatives undertaken to close knowledge gaps of Contact Centre stakeholders.

Chiromo

Key Roles & Responsibilities•Handling of customers queries across East Africa with a major focus on priority and business clients through phone, emails and social media platform.•Taking 100% ownership of every situation with a customer, ensuring that their issues are resolved to customers satisfaction.•Assisting customers with queries and offering deals on financial products such as loans, mortgages, investments, and insurance.•Maintain high level of product knowledge sufficient to achieve First Contact Resolution (FCR)•Training of new officers to ensure they offer quality service to clients.•Educating clients on the bank’s digital offering.•Ensuring that control lapses are identified in time and all significant risks are escalated to line management in time. •Ensuring no reputation/legal risk through strict following of CDD and AML guidelines.•Ensure that group and other business service levels agreed for various services are met

Chiromo

Key Roles & Responsibilities•Perform verification of all service requests received from branches and ensuring quality service delivery by reviewing all incomplete application ensuring complete understanding of the details thereof.•Static data and financial entries analysis and processing.•Participate in audit ratings by ensuring all customers’ instructions received for processing meet the quality standards, comply with the group customer due diligence, Anti-money laundering guidelines and the respective country’s policy.•Ensuring all documents scanned are legible and duly approved by the authorized signatories•Document existing processes; identify risks and key control activities and complete test of design, implementation and operative effectiveness.•Detect and point out errors in account opening forms and advice for correction

Nairobi, Kenya

•Conducting computer assisted telephone interviews•Booking appointments with respondents on behalf of field interviewers.•Handle customer queries on behalf of the client with competence by gathering all products and services queries that may arise.•Data Entry of customer records by updating account information on the CATI system.

Bachelor Of Commerce (B.Com.), Accounting

Cpa Section 3 And 4., Accounting