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Fridah Nkatha

@fridahnkatha

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Experienced Customer Service Professional and Executive Assistant with 10+ years of expertise.

Kenya

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What I'm looking for

Seeking a role that leverages my expertise in customer service, operational improvement, and compliance to drive organizational success and foster strong relationships with clients and stakeholders.

I am a forward-thinking and versatile Customer Service Professional and Executive Assistant with over a decade of experience in managing operations and customer service functions within the banking and payroll industries. Currently, I support the CTO at Humi, where I excel in managing executive schedules, facilitating professional communications, and coordinating compliance efforts. My passion lies in driving operational improvements and streamlining processes to enhance efficiency.

In my previous roles, I have consistently demonstrated my ability to provide exceptional customer service, resolve complex issues, and build lasting relationships with clients and stakeholders. My analytical and creative problem-solving skills have enabled me to implement effective strategies that improve customer satisfaction and operational efficiency. I take pride in my ability to maintain compliance with industry standards and internal policies, ensuring seamless operations and fostering trust with clients.

I hold a Bachelor of Arts in Communications from Daystar University and have a proven track record of implementing successful account opening strategies, reducing customer churn, and increasing product adoption. My dedication to continuous improvement and my ability to work collaboratively have been key factors in my professional growth and the success of the organizations I have served.

Experience

Work history, roles, and key accomplishments

Current

Executive Partner

Current

Humi

Nov 2023 - Present (1 year 6 months)

Supporting the CTO by managing executive schedules, facilitating communication, and coordinating compliance efforts. Focused on operational improvement and streamlining processes while providing comprehensive administrative support.

Microsoft Office Suite Administrative Support

Hybrid Customer Support Representative

Sendwave

Nov 2021 - Jun 2023 (1 year 7 months)

Provided back-office support, handled customer inquiries, and analyzed user feedback to improve service delivery. Advocated for timely resolutions and generated reports for management.

Customer Service Reporting Empathy

Accounts Opening Supervisor

Equity Bank (Kenya) Limited

Mar 2016 - Jan 2021 (4 years 10 months)

Championed account opening strategies and ensured compliance with KYC/AML regulations. Monitored daily activities and transactions to drive product adoption and reduce customer churn.

KYC Compliance Monitoring Communication

Merchant Acquiring Supervisor

Equity Bank (Kenya) Limited

Jan 2014 - Jan 2016 (1 year 11 months)

Managed merchant onboarding processes and ensured customer satisfaction through effective complaint resolution and relationship management.

Customer Satisfaction Relationship Management Communication

Mobile Virtual Network Operator Champion

Equity Bank (Kenya) Limited

Jun 2014 - Apr 2015 (10 months)

Managed customer onboarding to the bank's telecom system and resolved telecommunication inquiries, enhancing customer service delivery.

Customer Onboarding Telecommunications Communication Service Delivery

Customer Service/Relationship Officer (Cash)

Equity Bank (Kenya) Limited

Oct 2012 - Apr 2014 (1 year 6 months)

Built and maintained customer relationships, assisted with banking transactions, and ensured compliance with bank policies during cash handling.

POS Cash Handling Communication

Education

Degrees, certifications, and relevant coursework

Daystar University

Bachelor of Arts, Communications

2008 - 2012

Completed a Bachelor of Arts in Communications, focusing on effective communication strategies, media relations, and public speaking. Developed skills in creating impactful messages and understanding audience engagement.

Chuka Girls High School

Kenya Certificate of Secondary Education

2003 - 2006

Achieved the Kenya Certificate of Secondary Education (KCSE), demonstrating proficiency in various subjects and laying the foundation for further education in communications.