GEOFFREY MUSILI

I am a diligent customer Service Executive with 4+ years’ experience at high-volume call center. Seeking to leverage fast-paced work ethic with top-rated customer service (100%) to help in growth and meet future demands as the new Customer Service Executive. A job that provides and exceed customer satisfaction. Moreover, I also possess skills in risk management, analytical skills, relationship management and works well as a team by receiving and sharing information every step of the way and being passionate to learn and update my knowledge and skills, I would like to engage my skills in the expanding sector as I seek to ensure the realization of the company’s goals.

Customer Experience Officer Spire Bank Limited-May 2019 - To date
Duties and Responsibilities
 Handle all the Call Center duties, inbound and out bound calls.
 Assist client on their queries and complaints
 Back office support to Spire bank branches.
 Social media monitoring i.e Twitter, Facebook, Instagram and Spire Website
 New Clients account opening on boarding.
 Credit and debit card transaction monitoring.
 Handle client disputes and liaise with Card and Branch Operations for a seamless solution
 Mobile banking transaction monitoring.
Fraud Management, Card authorization and Monitoring.
 Monitoring Go mobile transactions and ensuring that Mpesa float is sufficient to sustain customers.
 Ensuring that all deposits done via pay bill are posted into respective accounts by liaising with the team in charge.
 Detecting of obvious System malfunction and reporting to ICT.
 Monitor and analyze declined transactions.
 Blocking compromised / lost /stolen and unpaid cards.
 Unblocking cards while following the laid down rules and regulations
 Minimize card fraud to 1 count per incident per card.
 Issue bonus to insufficient cards and ensure utilization and pay back of the same while adhering to set guidelines.
Achievement.
Saved the Company Approximately Ksh. 400,000 during a mobile transfer fraud incident by identifying the occurrence and acting promptly.
Training on Kenya Bankers Association Modules
 Risk and Management
 Sustainable Finance
 CBK Guidelines in Practice
Card Business Officer – Senator Cards &Channels
Spire Bank Limited: November 2018 to April 2019
Duties and Responsibilities
 Data clean up in Card Management Systems - Electra and Tieto Systems
 Banking of Insurance Premium Financing cheques
 Confirming all card statements in Tieto System and ensuring the static data.
 Filling and confirmation of KYC documents of customers.
 Confirmation of customers set up with internet banking and mobile banking
Data Entry Clerk
Food and Agriculture Organization October 2018 to November 2018.
Duties and Responsibilities
 Data input
 Data collection
 Conducting surveys
 Filling of documents
 Preparation of M-Pesa payments
 Recording of data reports
Bank Teller & Enquiries Officer (Intern) -Kitui Teachers’ Savings and Credit Co-operative Society Limited: January 2018– April 2018
Duties and Responsibilities
 Help members fill the shares drive application form.
 Cash deposit.
 Cash withdrawals.
 Issuing certificate of fixed deposit accounts.
 Assist Sacco Members apply for Debit Cards
 Filling of payment vouchers.
 Receiving cheques from schools for salaries of their employers and posting the salaries in the respective member’s accounts in the Sacco.
 Opening of new accounts to members.
OTHER SIGNIFICANT WORK EXPERIENCES
 Biometric Voter Registration Clerk- Independent Electoral and Boundaries Commission Mvita Constituency: August 2017-December 2017
 Industrial Attachee under Internal Audit

 Diploma in banking and finance (KNEC) - Mombasa Technical Training Institute September 2015-November 2017
 Ajira Digital Training: Kenyatta University Mombasa campus 2017
 Certificate in Accounting Packages (Quick books): Mombasa technical training institute January 2016- March 2016
 Certificate in Computer Packages: Giant Institute of Technology
September 2015- November 2015
 Kenya Certificate of Secondary Education: Matinyani Boys’ Secondary School 2011-2014
 Kenya Certificate of Primary Education: Kakumuti Primary School 2000-2010