carolyne makau

Experienced Branch Manager. Skilled in Portfolio Management, Business Development, Customer Relationship Management -CRM , Teams Management, Credit Risk, and Financial Analysis and Advisory. Growing through sales of credit risk assets, liabilities and investment banking products& Retaining profitable existing high net worth clients by consistently meeting and/or exceeding their expectations through superior customer service .

Experienced in Business planning,  lending and customer growth  retention and Management information reporting and integrity 
•Profit improvement and cost management 
•Quality of service in branch service delivery 
• Minimization of exposures to and impact of operational risks inherent in branch service delivery
.asset finance and auto logbook loans sales. 
•Leadership which translates into conducive work env' and employee satisfaction at the branch 
•Branch structure and application of established policies, processes, procedures and tools in achieving compliance requirements, optimal efficiency, resource utilization and cost containment

•Proactively developing and maintaining a detailed understanding of clients' business and financial services needs 
•Proactively promote the sale of Deposit products, loan, investment and other banking services to individual customers 
•Developing and executing client service and retention strategies 
•Providing friendly and responsive customer service by using skills for excellent customer service.
•Proper handling customer complaints in a positive manner and converting complaints into service improvement opportunities 

•Proactively analyzing and formulating patterns of customer's changing needs of financial services and recommending/suggesting ways to tackle those.

As a keen to detail and result driven professional with experience working in the banking industry, I have excelled in bringing in business by building and maintaining business relationships that have resulted in consistent realization of revenue for both National and International Standards. I have gained knowledge and expertise in; retail, business banking, business development, bank management, relationship management, sales and marketing. Highlights of my experience include; providing consistent quality customer services to both internal and external customers, evaluating market research and competitor analysis in order to formulate marketing plans, monitoring and controlling business office income and expenditure to ensure profitability. I am now looking to join a fast-paced organization where I can leverage my skills and contribute to the profitable growth of the organization.

Key skills:

 Branch Banking leadership: Well versed in managing banking procedures for example; customer service: retail management; digital banking; business banking and personal banking with the capacity to sell financial products.

  Marketing assistant and as a Sales executive: Well versed in Marketing-Brand awareness, Digital marketing and E-commerce, Implementation of marketing budgets, strategies and forecasting that ensure a brand is in line with the business strategy, marketing research and sales activations 

 Micro-credit Banking Operations and Credit Management: Well versed in overseeing and coordinating all operations of a branch

  creating and implementing strategies to improve productivity and sales performance to achieve set financial targets of the branch.

  Unit Manager and financial advisor: Well versed in supervising insurance team’s business development and acquisition, customer service and operations for my team.

  Credit administration: Well versed in credit approval and administration, providing the branch’s strategic leadership in loan disbursements. I providing effective funds disbursement services, supporting operations, and maintaining high standards of internal controls in the disbursement management process

  Relationship Management: Highly proficient in building relationships with clients and relevant stakeholders so as to increase business and increase customer retention and loyalty. 

 Business Development: Capacity to identify business opportunities by introducing company products, thereby increasing the revenue opportunity within each customer’s business portfolio

  Customer Relations: Experienced in interacting with clients in a bid to uncover their needs and recommending appropriate products and solutions.

  Sales Management: A highly skilled and experienced sales person with the ability to ensure proper merchandising, carrying out activations, product display, promotional activities to support marketing strategies. 

 Risk Assessment & compliance: Acquired skills in ensuring business risks are analyzed, mitigated and a remarkable decrease in customer complaints and business losses with in my scope of work.

  Operations: Acquired skills in teller, customer service and counter duties

  Operations Management: Experienced in improving operational system processes and best practices within the company to guarantee the company’s well-being and ensuring the smooth running of the day to-day business

 Articulate Communicator: Adept with ensuring that I convey to customers what they want to hear applying positive language, remaining cheerful and ensuring they are satisfied with the service. 

 ICT Competence: Proficient in using the MS suite, the email and the internet.

Master’s in Business Administration (International Business) - University of Nairobi; January 2012 to December 2016.

Bachelor of Commerce (Marketing) - Catholic University of Eastern Africa- September 1994 to May 1998.