wilson mbuvi

Am a banker by profession having worked in several departments including the banks contact Centre, branch customer service and currently in credit.

I have lots of experience in use of CRM and capturing of customer interactions and thus can handle data entry and other related online works comfortable.

I have over 9 years of experience in the banking industry at the branch level and customer experience as a contact Centre agent. I have two years’ experience in Agency banking where I did agent recruitment and support, relationship management, training amongst other roles.

I have at least One year experience of contact Centre operations where I handled Inbound voice interactions, Outbound and service quality & recovery that dealt with follow up of escalated customer requests to closure. I have also handled Email interactions and SMS.

I have more than three years’ experience in Branch Customer service basically performing all branch customer service roles including but not limited to Resolution of customer requests, account operating tools, relationship management.

I served as a teller for over two years and did all teller functions in a bank branch.

Am currently in Credit administration as a clerk doing Loans processing, customer relationship management, administration of loans, risk management, accounts maintenance and all functions of credit administration at the branch level.

In all these roles I have gained great experience in customer excellence and have understood today’s customer and developed amazing skills in customer handling.

At the contact Centre I maintained quality assurance score of not les than 98% on an average over 52 weeks of the year.

I told in several secondary schools as a Mathematics, Physics and Chemistry teacher before joining banking.

• Bachelor of Science (Mathematics Major) Egerton University 2003-2008 (Second class honours lower Division)
• Kenya Certificate of Secondary Education- Mukaa Secondary School 1998-2001 (Average score of B- with A In Mathematics, C+ in Both English and Kiswahili.
• ICT Competence: Excellent knowledge of MS Word, Microsoft Outlook, Excel, and the Internet.  I have been elected as IT champion in two different branches over my passion in applying ICT knowledge and most times solving PCs issues for colleagues when they arise.