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Crispus Murangiri

@crispusmurangiri

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Experienced banking professional specializing in account management, credit analysis, and customer service.

Kenya

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What I'm looking for

I seek a customer-focused banking role where I can drive revenue growth, improve customer experience, mentor teams, and apply credit analysis skills within a collaborative, compliance-driven culture.

I am an experienced banking professional with over 10 years' expertise across customer service, key account management, credit analysis, lending, and teller services.

At Co-operative Bank of Kenya I progressed from Teller and Customer Representative to Customer Service Supervisor and then Key Account Manager, consistently delivering measurable improvements in customer satisfaction, complaint resolution time, and operational compliance.

My achievements include elevating customer satisfaction scores by 20%, reducing complaint resolution time by 30%, improving service quality complaints by 25%, and driving revenue and customer advocacy through strategic account management and tailored customer experiences.

I bring strong analytical skills, proficiency with CRM and operations systems (CEMS, Zendesk, Salesforce, Talkdesk, EBBS), and a commitment to service excellence and team development to roles focused on driving client value and balance sheet growth.

Experience

Work history, roles, and key accomplishments

Key Account Manager

Co-operative Bank of Kenya

Apr 2020 - Feb 2024 (3 years 10 months)

Managed business and personal banking key accounts, consistently meeting revenue targets and designing differentiated customer experiences that increased advocacy and organic growth.

Key Account Management Customer Experience Revenue Growth Sales Presentations Stakeholder Management Cross Selling

Customer Service Supervisor

Co-operative Bank of Kenya

Apr 2017 - Apr 2020 (3 years)

Supervised customer service operations, improving satisfaction scores by 20% and reducing complaint resolution time by 30% through process improvements and team training.

Customer service management Process Improvement Team Leadership

Teller and Customer Representative

Co-operative Bank of Kenya

Dec 2013 - Mar 2017 (3 years 3 months)

Processed transactions and managed customer accounts while ensuring compliance and vault accuracy, and promoted bank products to enhance customer engagement.

Transaction Processing Cash Handling & Compliance Forex Transactions Product Promotion

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Master of Science, Finance and Investments

2015 - 2016

Master of Science in Finance (Finance and Investments) with a management research paper on the effects of herding behavior on portfolio returns at the Nairobi Securities Exchange.

University of Nairobi

Bachelor of Commerce, Finance

2009 - 2013

Bachelor of Commerce (Finance) with a management research paper on the relationship between selected macroeconomic variables and portfolio returns at the Nairobi Securities Exchange.