Looking for a job

Faith Maundu

@faithmaundu1

Message

I grow high-value client portfolios and improve customer retention, onboarding, and digital adoption.

Kenya

Message

What I'm looking for

I'm looking to apply my customer relationship, onboarding, digital adoption, and service operations experience to strengthen client retention, improve customer experience, and drive sustainable portfolio growth.

At I&M Bank, I've grown the priority banking portfolio by KES 125M, onboarded 120+ clients into investment products, and generated KES 100M in assets through relationship-led cross-selling.

I've spent 15+ years improving customer experience and service operations across priority banking, customer service, and branch operations. I maintain trusted client relationships, resolve complex escalations, drive digital banking adoption, and use CRM-based follow-up to support retention and faster service resolution.

I also bring hands-on experience leading teams, enforcing QA and compliance controls, managing data migration handoffs, and guiding change from branch-based services to digital channels.

Experience

Work history, roles, and key accomplishments

Current

Priority Banking Customer Relationship Executive

Current

I&M Bank

Jun 2021 - Present (5 years 3 months)

Grew priority banking portfolio by KES 125M, increased cross-sell ratio from 1.6 to 2.4, and maintained 92% client retention. Led digital adoption initiatives onboarding 600+ clients and reduced service request turnaround from 48 to 12 hours.