Bridgit Anyika

Dear Sir/Madam,

I am writing to be considered for the above-mentioned position. You will find my qualifications and experience directly applicable to your needs. I have over 5 years work experience in banking, customer service and relationship building. I have comprehensive knowledge in the business administration trends necessary in today’s dynamic environment.; and want to pursue my career in an organisation where I can apply my knowledge, skills and competence to contribute to corporate vision. 

I hold a Bachelor Of Arts In International Relations, from Mount Kenya University. Besides my Diploma In Public Relation Management from the Kenya Institute of Management ,I also hold a Diploma Course In Management from the same institution. I am also a Certified Public Accountant II.

I have experience in working with the banking sector in operations department and customer service. I am adept at report writing, corporate research. I have excellent communication skills, a team leader and possess an ‘it is possible’ attitude; with Kaizen being my principle of working in a dynamic business environment. I will bring to your organisation, not only my years of expert experience but also my personal drive for results and positive outcomes. I am looking forward to hearing from you. Thank you.

Yours Sincerely,

Bridgit Ayiro Anyika.

A committed business management and banking professional with a background in banking, customer service and relationship building. In my over 5 years substantial previous experience in working with the private sector, I have comprehensive knowledge in the latest trends necessary in today’s dynamic environment. I am adept at driving sales and report writing.

I aim to provide high level & thought leadership, strategic direction, management & decision making within an organization, participate in the formulation of policies and strategies that guide an organization in actualizing its goals and objectives. Then rise to senior and more intellectually challenging management levels and actively involved in strategic planning and implementation of organization policies and procedures.

Key Professional Skills & Competencies

• Excellent verbal and written communication skills, good interpersonal skills, personal commitment & results driven individual with capability of working under pressure, sound organizational skills and strict attention to details in a multi-cultural environment. 
• Proficiency in MS Office Suite -Excel, Word, PowerPoint, report writing skills, office administration skills, research skills.
• Excellent interpersonal and analytical skills, flexible, adaptable, honest, hardworking, team player with a strong sense of responsibility.

PROFESSIONAL EXPERIENCE.

Card Operations & Customer Satisfaction Executive,

Couture Edge Technology Limited;17th Jan 2022-17th April 2022.

Duties and Responsibilities.

• Acting as a liaison with cardholders, providing product/service information, answer questions, and resolve any emerging problems that customers might face with accuracy and efficiency. 
• Ensuring excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
• Developing marketing strategies, product value propositions, pricing & positioning for the range of Card products working with the marketing team to ensure visibility and positioning of Brand & products.
• Overseeing product design, packaging, communication, promotions and customer insights
• Spearheading co-brand & affinity programs to enhance market share.
• Managing card application, activation, usage & retention programs.
• Developing & implementing programs for increasing card spends & improving the % of revolvers.
• Increasing penetration of sub products and cross sell products with a view to enhancing profitability. 
• Developing consumer product program with merchant teams covering all aspects of the pre-paid card program.
• Managing the sales process from all channels including DSA, Direct Marketing, cross selling, digital engagement and partners.
• Working closely with affiliate teams to ensure customer satisfaction & timely resolution of customer complaints.
• Working closely with operations and technology in providing a seamless product and experience. 
• Increasing spend, enhance card activation rate, reduce attrition rate.
• Achieving revenue enhancement initiatives to be launched to maximize profitability.
• Achieving cost reduction initiatives to be launched to bring efficiencies in the system

Operations Officer,

SBM Bank Kenya Limited; Jan 2018 -15th Jan 2022.

Duties and Responsibilities. 

• Conducting dozens of bank’s routine transactions within time limits and established guidelines (cash checks; accept deposits and loan payments, process withdrawals etc).
• Assess customer needs and introduce new products and services (credit cards, saving bonds etc).
• Make sales referrals; suggest alternate channels and cross-sell products and services.
• Building trust relationships, customer loyalty and satisfaction.
• Comply with regulatory requirements.
• Managing risk in every transaction and detect fraudulent transactions to prevent losses.
• Resolving customers’ issues and provide relevant information.
• Create payment vouchers as and when directed by the supervisor as per the branch expense and pay them on time.
• File transaction documents in the office ensuring that they are stamped where necessary and arranging accordingly.
• Assist Services & Operations Manager in monitoring of counter operations to ensure compliance with regulatory.
• Review and ensure compliance and accuracy of documents compare KYC related data with FATCA documents and regulations and group policies.
• Ensure operation processes are compliant with statutory for transactions requirements take further action if any discrepancies were found.
• Responsible for verification of client data and to validate and classify client for FATCA (more on investment).
• Ensure cash balancing is completed on a daily basis.
• Maintains the branch supply of ATM/Debit cards and pins under dual control.
• Branch custodian.

Customer Service Officer,

SBM Bank Kenya Limited, January 2017-January 2018.

Duties and Responsibilities 

• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Managing incoming calls and customer service inquiries.
• Generating sales leads that develop into new customers.
• Identifying and assessing customers’ needs to achieve satisfaction.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Providing accurate, valid and complete information by using the right methods/tools.
• Meeting personal/customer service team sales targets.
• Handling customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Following communication procedures, guidelines and policies.
• Taking the extra mile to engage customers.
• Receive and respond to customer service accounts inquiries on account balances, transaction details, statements and fees and charges.

Receptionist,

SBM Bank Kenya Limited, February 2016-January 2017.

Duties and Responsibilities. 

• Answering screening and forwarding incoming phone calls.
• Greet and welcome guests as soon as they arrive at the office.
• Direct visitors to the appropriate person and office.
• Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures).
• Provide basic and accurate information in-person and via phone/email.
• Receive, sort and distribute daily mail/deliveries.
• Maintain office security by following safety. Procedures and controlling access via the reception desk.
• Update calendars.
• Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing.

Marketing and Corporate Communications Officer,-Internship

Kenya Bureau Of Standards, April 2015 -June 2015.

Duties and Responsibilities 

• Media Monitoring.
• Organizing Stakeholders' Forums
• Photography.
• Handling faculty visits/study tours/corporate guests.
• Preparing and submission of reports
• Promoting our products and services during events
• Coordinating the design of promotional material and distributing in online and offline channels.
• Craft and send regular newsletters with company updates
• Track return on investments for marketing campaigns.
• Join social media groups and professional platforms to discuss industry-related topics.
• Monitor corporate website and social media pages and address clients’ queries.
• Network with industry experts and potential clients to drive brand awareness
• Customer’s feedback analysis.
• Office duties; filling, scanning, photocopying, making and receiving telephone calls.
• Social Media Management.
• Community Social Responsibilities (CSR) activities.
• Customer care services.
• Receptionist.

Research -Team Leader,

Millward Brown, January-April 2015.

Duties and Responsibilities 

• Conducting qualitative or quantitative surveys, which may involve field, interview or focus group assessments.
• Writing detailed reports and presenting results.
• Distribution of surveys questionnaires to the team.
• Collect information on customer opinions, investment and marketing decisions. 
• Marketing agencies that range in size, where work is carried out on numerous projects for different companies and industries.
• Market researchers collect and analyse data and information that is valuable to clients who are made up of organizations, businesses and government departments.
• Filling reports from the research done daily.
• Conducting weekly meetings for proper arrangement.

Merchandiser,

Naivas Supermarket, October 2013-December 2014.

Duties and Responsibilities 

• To ensure that assigned products are displayed in a way to encourage sales in the supermarket.
• Ensuring the proper sorting, labelling and tagging of the goods.
• Analysing the sale trends of the merchandise in the supermarket.
• To maintain shelves by observing displays of products; removing damaged or freshness-dated products; tidying store shelves; providing optimum display of products.
• Help in sale of special promotions by setting-up displays at aisle ends; checking daily on special promotions; observing customer reaction to special promotions; forwarding observations to management; and removing promotions at end of special promotion period.
• Planning strategies for the sale of goods and meeting the set targets.
• To promote the sales in the organization.
• Helping customer in choosing their taste and preferences.
• Convincing clients to shop for different products.

Sales Representative,

Metropolitan Insurance Company, September 2013-November 2013.

Duties and Responsibilities 

• Research and source potential clients and build long-term relationships with them.
• Persuading prospective clients to engage in a phone conversation and/or meeting to discuss insurance products.
• Advise clients on the insurance policies that best suit their needs.
• To convince customers to choose appropriate policies to ensure their desired liabilities according to their earnings.
• Delivering approved policies to new clients and explaining the benefits and risks of the policy.
• Re-assessing the policy needs of existing clients after life-changing events.
• Fill out and submit applications, issue quotes, maintain client records, and prepare reports.
• Keep abreast of industry and market trends and best practices.

Academic Qualification:

Professional Qualification