PATRICIA KATSISA MABELE

Senior Customer Service Officer with 8 years’ experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving branch loyalty, and increasing customer engagement.

Senior Customer Service Officer 

Key Contributions & Results: 

• Sealed loopholes of income leakages timely such as recovery of counter cheque charges, statement, reference letters accounts with monthly maintenance and bouncing cheque charges.
• Opened 100 plus accounts with transactions of Kes 30,000,000 plus.
• Maintained Zero tolerance to frauds and zero financial loss to the bank on account opened due to proper KYC.     

(Know your customer)

• Brought in fixed deposits amounting to Kes 60,000,000
• 100% reactivation of dormant accounts by winning over inactive customers through repeat calls, social media and bulk SMS which improves customer transactions.
• logged issues raised by customers into CRM that lead to reduced turnaround time which increases customer transactions and improving revenues 2X.
• Conducting daily sales calls from prioritized lead lists with the objective of scheduling companies’ visits / customers meetings.
• Checking and verifying the accuracy, completeness of the documents such as deposits, withdrawals, cheque requisition according to product lines; KYC/AML (Know your customer /Anti Money Laundering) and compliance requirements.
• Resolving customer's inquiries at the first instance by using the bank’s systems and escalates to the Customer Service Manager when the need arises per set Service Level Agreements.
• Cross-selling and marketing Bank's products and services to ensure an increased diaspora customer base and increased value per customer.

Processing customer transactions, forms and answering all customer inquiries regarding their accounts, through 

• Certified Public Accountant (CPA) | Part II, Pinnacle Business School |
• Bachelor of Commerce - Marketing | Kenyatta University | 
• Certificate in Information Technology – Credit | Jomo Kenyatta University of Agriculture & Technology |