ELINOR SHIHOLO

A highly Passionate, strategic and  Methodical Financial and Banking Leader and a professional  with vast experience in Digital Lending, Merchant acquisition, Financial planning and customer service. With a professional career Spanning 10 years, driving profitable growth in fast-paced, dynamic business environments. A commercially aware person with excellent motivational and team leading capabilities. Able to effectively research markets, analyse customer demographics and past sales data to increase a company’s competitive advantage. Communicates articulately both verbally and in writing and has the interpersonal skills required to satisfy a wide range of internal and external stakeholders and maintain strong relationships with people at all levels of a company. Exhibits a high level of creativity and initiative and can be depended upon to make effective decisions and offer solutions to problems that may arise in the line of duty. Highly organized and responsive, able to maintain high workloads, prioritize tasks and multitask under pressure to support achievement of goals and targets.

1.Branch Manager

National Bank of Kenya | Aug 2024 - Date

2.Customer Service Manager

National Bank of Kenya Aug 2015-July 2024

• Development of Partnerships and Agencies and reporting on agreed outputs as required.
• Opening of merchant accounts on products consumption
• Oversee and lead the development of Agency and Merchant services.
• Communicate business development strategies with key internal stakeholders
• Identify potential key account Clients, create and update a pipeline
• Create sustainable strategies for customer acquisition that are aimed at reducing churn and increasing customer loyalty
• Onboarding of billers on the Channel portfolio.
• New agent/merchant acquisition and retention of existing ones through relationship management.
• Gathering market intelligence on competition and market dynamics for agent/merchant development to improve customer experiences.
• Making business and technical presentations on agent/merchant needs with solutions.
• Working with marketing team to push biller products, SMSs, Agency platform, and Merchant services
• Develop and own the customer experience strategy in line with the Bank’s strategic plan and the department’s budgets. 
• Responsible for development and overseeing the implementation of Customer Experience policies, procedures, guidelines and charters. 
• Maintain oversight of the Business Partnering functions leveraged from and provided to the Bank, ensuring adherence to signed service level agreements. 
• Manage strategic customer relationships, including stakeholder liaison and engagement for key stakeholder groups.
• Lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives to align with the Bank's customer service vision and strategies.
• Develop a growth strategy focused both on financial gain and customer satisfaction
• Conduct research to identify new markets and customer needs
• Arrange business meetings with prospective clients.
• Promote the company’s products/services addressing or predicting clients’ objectives.
• Prepare sales contracts ensuring adherence to law-established rules and guidelines
• Provide trustworthy feedback and after-sales support
• Build long-term relationships with new and existing customers.
• Advise Bank’s Management on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response.
• Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities.
• Lead and direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models.

2.Customer Service Executive

National Bank of Kenya | 2012 to Jul 2015

• Identify and implement strategies to improve quality of service, productivity and profitability.
• Track, review and resolve customer complaints and handle complex and escalated issues.
• Handle communication with customers through mediums like email, letter, phones, suggestion boxes, notes and one on one interview.
• Analyze relevant data to determine customer service outputs and covert service to sales opportunities.
• Evaluate and acquire good understanding of risks associated with individual transactions, products and customers.

1.Egerton University -( 2009) Bachelor of Education Arts (English Literature)

2.Institute of Commercial Management -2007 Diploma In Public Relations