RANGANGA JUSTUS

Customer Service

Economics

Service Compliance Officer, KCB Bank Group PLC. 

Responsibilities;

1. Complaint Handling 

• Receive complaints from branches and Head office units via emails, ECRM, and phone regarding customers’ long outstanding requests, instructions, and complaints for urgent prioritization and follow-up with resolving units.
• Monitor customer digital touch points (Facebook, Google reviews, Twitter) to identify negative reviews and offer a solution.

1. Quality Assurance

• Quality check on the Service, Quality, and Recovery (Back Office team) to ensure customer issues are promptly followed and properly escalated and resolution offered to meet customer’s expectations.
• Visiting Bank’s merchants and Agents to identify any service gap in terms of Branch support and whether they comply with the CBK prudential guidelines.
• Auditing Bank Units and branches through ECRM to ascertain whether the resolutions offered are prompt and exhaustively addressing customers’ queries.

1. Service Improvement 

• Conduct a root-cause analysis to identify top triggers in customer service
• Analysis of post-call surveys rating to identify the people, process, or system gaps.
• Develop service improvement initiatives based on benchmarks.2015-2017, Customer Experience Representative, KCB Bank Group PLC. 

Responsibilities.

• Providing First Call Resolutions to customers’ queries through phone, and email.
• Escalating Non–First Call Resolution and follow-up through emails, ECRM, and calls.
• Outbound sales acceleration 

2013-2015, BOG Teacher, PE Hill High School 

Responsibilities.

• Class Teacher, Form 2
• Teaching business studies
• The setting, administering, marking, and grading of students.

2007-2009, Office Clerk, Okong’o & Co., Advocates

Responsibilities.

• Filing and Records management.
• Attending to customers

Serving and receiving court documents

2020 To Date: Master of Economic, Cooperation and Human Development, Kenyatta University

2008-2012, Bachelor of Business Management (Aviation Management), Moi University.

2003-2006, Kenya Certificate of Secondary Education, B+ (73), Sori Mixed Secondary School.