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EDNA JEPCHUMBA

@ednajepchumba

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Customer experience professional with 10+ years in relationship management.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

With over a decade of experience in customer experience and administrative operations, I have honed my skills in enhancing client satisfaction and driving productivity. My journey in the banking sector has equipped me with a robust understanding of relationship management, where I successfully boosted customer satisfaction by 25% and increased agent productivity by 20% through effective training and support.

Recently, I completed training as a Virtual Assistant, showcasing my adaptability to remote work environments. My professional experiences include roles at SBM Bank and Chase Bank Ltd, where I not only managed customer relationships but also contributed to significant profitability improvements through personalized financial solutions. I am passionate about leveraging my skills in CRM platforms and data-driven decision-making to create exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Mentor

Current

First Track Mentors

Provides ongoing mentorship to individuals, guiding them in their professional and personal development. Offers advice and support to help mentees achieve their goals.

Mentorship Professional Development Personal Development Coaching Guidance Support Goal Setting Active Listening Communication Leadership

Trainer of Trainees

African Centre for Women in ICT

Jan 2023 - May 2023 (4 months)

Responsible for training trainees in various ICT-related subjects. Developed and delivered training materials to enhance participant skills.

Training Curriculum Development ICT Mentorship Education Public Speaking Technical Instruction

Administrative Assistant, Business Development

Nandi County Government

Jan 2019 - Dec 2019 (11 months)

Managed correspondence, meetings, and county records with high accuracy. Entered and updated data for reports and presentations used by county officials.

Correspondence Management Meeting Coordination Record keeping Data Entry Internal Communications Administrative Support

Tutor

Educational Centre High School, Lessos

May 2011 - Jun 2012 (1 year 1 month)

Provided tutoring services to students, helping them improve their academic performance. Developed personalized learning plans to address individual student needs.

Tutoring Academic Support Lesson planning Mentorship Subject Matter Expertise Communication Problem Solving

Sales Representative

Cheptabach Agrovet

Jan 2011 - Feb 2012 (1 year 1 month)

Managed sales activities for agricultural products and services. Assisted customers with product selection and provided technical advice.

Sales Customer Service Product Knowledge Inventory Management Retail Operations Client Relations Merchandising Sales Reporting

Direct Sales Representative

SBM Bank

Feb 2020 - Feb 2025 (5 years)

Boosted customer satisfaction by 25% through timely issue resolution and effective relationship management. Trained and supported over 50 agents, increasing their engagement and productivity by 20%.

Customer Satisfaction Relationship Management Productivity Improvement Compliance Financial Solutions Cross Selling Tool Availability Service Delivery Sales

Direct Sales Representative

Chase Bank Ltd

Jul 2016 - Jan 2018 (1 year 6 months)

Increased sales by opening over 500 new accounts, managing a portfolio worth KSh 20 million. Leveraged CRM systems to resolve escalated issues and track customer satisfaction.

Sales Account Management CRM Systems Customer Satisfaction Portfolio Management Banking Operations Customer Relationship Management

Education

Degrees, certifications, and relevant coursework

Kisii University

MBA, Financial Management

Focused on advanced financial strategies and management principles. Developed expertise in financial analysis, investment, and risk management.

Kisii University

Bachelor of Commerce, Banking

Specialized in banking operations and financial services. Gained comprehensive knowledge of banking principles, financial markets, and economic theories.

Moi University

Diploma in Business Management, Business Management

Acquired foundational knowledge in business administration and management. Covered key areas such as organizational behavior, marketing, and human resources.