Open to opportunities

Alex Kitsao

@alexkitsao

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Results-driven customer service executive with expertise in client relations.

Kenya

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What I'm looking for

I am seeking a role that values customer-centric approaches, offers opportunities for growth, and fosters a collaborative work environment.

I am a results-driven and customer-focused professional with a proven track record in customer service, contact center operations, and banking support functions. My experience spans managing both front office and back office operations, where I excel in building strong client relationships and resolving complex issues. I am committed to delivering exceptional service across multiple channels, including voice, email, and digital platforms.

Throughout my career, I have demonstrated proficiency in CRM systems and data analysis, which has enabled me to enhance operational efficiency and improve customer satisfaction. I thrive in remote and hybrid work environments, collaborating effectively with cross-functional teams to achieve organizational objectives. My dedication to professionalism and innovation drives me to continuously seek ways to enhance the overall customer experience.

Experience

Work history, roles, and key accomplishments

Current

Contact Centre Officer - Back Office

Current

NCBA Bank

Sep 2023 - Present (2 years)

Handled and resolved customer inquiries, complaints, and service requests through email, telephone, and digital platforms with accuracy, professionalism, and within set service level agreements (SLAs). Conducted thorough investigations on complex customer issues by collaborating with relevant internal departments to ensure timely and accurate resolutions.

Customer Service CRM Systems Data Analysis Compliance Problem Solving Communication Microsoft Excel Process Improvement Cross Functional Collaboration Customer Satisfaction

Customer Experience (CX) Analyst

NCBA Bank

Jul 2023 - Sep 2023 (2 months)

Analyzed customer experience (CX) data from multiple channels to identify trends, service gaps, and opportunities for enhancing customer satisfaction and operational efficiency. Designed, developed, and maintained advanced reporting dashboards and tools to enable data-driven decision-making for management and operational teams.

Data Analysis Dashboards Root Cause Analysis Process Improvement Cross Functional Collaboration Digital Banking Customer Satisfaction

Contact Centre Agent - Front Office

NCBA Bank

Jul 2020 - Jun 2023 (2 years 11 months)

Delivered excellent customer service through prompt, courteous, and professional handling of customer inquiries, complaints, and service requests via phone, email, and digital platforms. Resolved complex customer issues efficiently while adhering to established policies and procedures, ensuring positive customer outcomes and retention.

Customer Service CRM Systems Problem Solving Communication Customer Satisfaction Training Data Entry

Customer Product Advisor

Banking Sector

Jul 2017 - May 2020 (2 years 10 months)

Promoted and sold a wide range of banking products and services including savings accounts, loans, insurance, and digital banking solutions, consistently surpassing individual and team sales targets. Engaged clients through proactive outreach, identifying their financial needs and recommending appropriate banking solutions to enhance their financial well-being.

Sales Client Relationship Management Financial Products Sales Pipeline Management Onboarding Training Compliance Market Trends Sales Strategy

Sales Executive

Platinum Credit

Feb 2017 - Jun 2017 (4 months)

Conducted targeted sales promotions and outreach initiatives to generate leads, attract new clients, and drive revenue growth. Engaged directly with prospective and existing customers to understand their financial needs and recommend appropriate credit and financial products tailored to their circumstances.

Sales Lead Generation Client Engagement Financial Products Relationship Management Cross Selling Data Management Market Intelligence Customer Service

Education

Degrees, certifications, and relevant coursework

Udemy

Certificate, MS Excel

2023 - 2023

Completed a certificate program in Microsoft Excel through Udemy, enhancing skills in data analysis, reporting, and advanced Excel functions for business applications.

Kisii University

Bachelor of Education (Arts), Education (Arts)

2012 - 2016

Acquired a Bachelor of Education (Arts) degree from Kisii University. This program provided a strong foundation in educational theories and practices.