Dennis Gudahi

Results-driven professional with 7 years progressive career experience with rich experience in handling multi-faceted tasks covering communication & public relations, customer service, Relationship Management as well as office administration. Skilled at developing and executing targeted customer experience initiatives that drive profitable client relationships, operational efficiency, achievement of sales objectives, and enhancement of bottom- line profits. Highly effective communicator and team player with proven ability to build long-term relationships with internal and external customers by establishing a high level of confidence and trust. Visionary professional with a keen understanding of business priorities and demonstrated expertise in rapidly advancing business goals to revenue-producing activities.

Tier-1 lender with over 2000 employees in 32 branch locations in Kenya

Snr. Customer Success Associate-Customer Care Center (Personal & Business Banking)

Duties Performed:

• Disseminate basic technical knowledge of our banking products and services offerings to customers via email, calls and in person.
• Drafting minutes for our departmental meetings and disseminating it to the leadership.

• Trained commercial clients, NGOS and embassies on our products and services in order to get the best out of them and assimilate our channels (internet banking and business online) on their normal day to day accounting.

• Built and maintained successful relationships with personal and business customers thus enhancing growth in cross selling by 25%.

• Provided information to clients regarding their account performance and the investment options available (fixed deposit, offshore accounts and high net savings accounts)

• Troubleshooting client’s navigation on our business online, internet banking, mobile banking and omnichannel. 

• Promoting and maintaining positive relations with all contacts, customers and potential customers

• Support commercial banking relationship manager to ensure queries raised are responded on time, salaries and loans are processed in a timely manner; all documents attached, and new accounts opened.
• Capturing all complains raised by clients on a day to day and through surveys to help in product development and improvement.

• Preparing weekly & monthly operational reports to support customer experience improvement initiatives.

• Collaborated internally with our South Africa mother bank, other departments IT, Marketing and our branches. 

• Doing research on our client base and generating information necessary in helping our relationship managers understand the client needs.

TECHNO BRAIN LTD, Nairobi, KENYA                                                                                                                         2014 to Aug 2015

Africa’s leading IT firm with over 3000 employees.

Customer Service Officer

Duties Performed:

• Received more than 30 inbound calls from customers daily and ensured all their concerns were addressed timely & appropriately.

• Promptly resolved customer complaints by empathically listening, classifying the problem, determine the cause of action, selecting and explaining the solution as well as making follow-ups to ensure the problem is completely resolved.

• Administered customer education sessions that provided vital information on different products to aid customers to make informed decisions thereby achieving high rates of customer loyalty.

• Supported the sales team to generate new business through cross-selling thus enhanced deposit and account growth by 15% annually.

• Documented in the CRM Portal all calls highlighting participant inquiries accurately to facilitate future inferences.

• Documented all the solutions offered on phone in each customer’s account to ensure efficiency in customer follow-up is achieved.

   KINGS OUTREACH CHURCH, Eldoret, KENYA                                            2010 to Aug 2013

   Communication officer/Admin Volunteer

• Answered the direct sms line of the Bishop
• Recorded all church activities on Video, Audio and through photography; edited and stored on our church database.
• Drafted messages and emails for varied audiences as requested.
• Personal assistant to the Bishop and accompanied him to meetings.
• Organized transport for the congregation.
• Protocol officer/organizing the Bishops calender.

KIMETRICA LTD, Nairobi, KENYA                                                                                                                           Sep 2013-Nov 2013

A Research firm aiming to boost effectiveness of spending in the social sector.  It has over 1500 employees.

Data Entry Clerk (Casual Basis)

Duties Performed

• Keyed into the computer the data on the questionnaires.

• Grouped Data, analysed it drew inferences for report generation.

KEN KNIT LTD, Nairobi, KENYA                                                                                                                           May 2011-July 2011

Textile Company with 3000 employees.

Internship

Duties Performed:

• Handled communication tasks both internally and externally.

• Facilitated media responses through telephone & e-mails

• Facilitated data entry, filled documents and managed submitted reports from line managers.

• Participated in market research initiatives to aid the organization to optimize on the most effective marketing channels.
• Managed the front office area, received and greeted clients as well as answered incoming phone calls.