Gibson Milimu
@gibsonmilimu
I drive digital customer experience, banking relationships, sales growth, and service improvements across financial services.
KenyaWhat I'm looking for
At CIC Group, I support digital customer experience across the CIC Invest App, customer portal, USSD, email, and WhatsApp while researching global, country, macroeconomic, industry, and microeconomic trends for CICAM.
I supervise, coach, and motivate the Customer Experience team, monitor customer satisfaction, response times, first-contact resolution, and SLA compliance, and turn feedback into digital process improvements.
Previously at Access Bank and KCB Bank Kenya, I resolved customer issues, onboarded customers to internet banking, supported retail banking products, managed complaint records, and delivered sales across retail financing and banking products.
I'm looking to contribute my customer service, relationship management, credit management, sales, and digital-channel experience to a fast-paced organization focused on profitable growth.
Experience
Work history, roles, and key accomplishments
Investment Analyst
CIC Group
Nov 2022 - Present (3 years 11 months)
Conducts market research on global, country, macro, industry, and micro-economic trends. Enhances digital customer experience, leads the Customer Experience team, and drives digital channel adoption.
Customer Service Officer
Access Bank PLC
Jan 2021 - Oct 2022 (1 year 9 months)
Onboarded customers on Primus plus Internet banking, handled and resolved customer complaints, monitored ATM operations, and processed forms and applications. Routed calls and updated CRM with call notes and reports.
Business Banker
KCB Bank Kenya Limited
Feb 2019 - Dec 2020 (1 year 10 months)
Provided excellent customer service and product knowledge, participated in product campaigns, and delivered sales in MSME retail financing loans. Ensured compliance with regulations and prepared daily and monthly reports.
Accounts Clerk
Kenya Agricultural and Livestock Research Organization Coffe
May 2018 - Dec 2018 (7 months)
Posted in the general ledger, handled payroll-related cheques, and managed the Kenya Coffee College Imprest and revenue for various substations.
Intern (Accounts department)
Kakamega County Government
Jun 2017 - Aug 2017 (2 months)
Oversaw Public Finance Management through the Integrated Financial Management System (IFMIS) and prepared monthly revenue collection reports for the county hospital.
Intern (Marketing department)
Kenya Airports Authority
Sep 2015 - Nov 2015 (2 months)
Handled preparation of tenants directory, collection, and compilation of cargo statistics for both imports and exports.
Education
Degrees, certifications, and relevant coursework
International
International Introduction to Securities and Investment, Securities and Investment
Completed an International Introduction to Securities and Investment in 2025.
Moi University
Master of Business Administration, Business Administration
Pursued a Master of Business Administration, completing in 2023.
University of Eldoret
Bachelor's degree, Business Management
Earned a Bachelor's degree in Business Management in 2018.
Royal Institute College
Certificate in Microsoft Office, Microsoft Office
Earned a Certificate in Microsoft Office in 2015.
St. Charles Lwanga Mukumu Secondary
Kenya Certificate of Secondary Education, Secondary Education
Completed Kenya Certificate of Secondary Education in 2013.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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