Open to opportunities

Janet Nganga Njoki

@janetnganganjoki

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Results-driven professional with 17+ years in banking and marketing.

Kenya

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for professional growth.

I am a results-driven and customer-centric professional with over 17 years of experience in banking, marketing, credit management, and customer support. My expertise lies in online lending, digital marketing, and omnichannel customer service. I leverage CRM platforms, automation tools, and data analytics to enhance customer satisfaction and drive organizational success.

Throughout my career, I have spearheaded online loan application processes, achieving significant increases in microloan applications and customer satisfaction scores. My ability to analyze customer feedback and support metrics has led to improved service delivery and operational efficiencies. I am passionate about creating exceptional customer experiences and am committed to continuous improvement in all aspects of my work.

Experience

Work history, roles, and key accomplishments

Current

Micro Credit Officer

Current

Cosmopolitan Sacco

Aug 2021 - Present (3 years 10 months)

Spearheaded online loan application processes, enhancing client experiences with microfinance software. Achieved a 25% increase in microloan applications through targeted email campaigns and reduced delinquencies by 15% with automated reminders. Provided real-time support via live chat and email, improving customer satisfaction scores by 20%.

Email Campaigns Support Automation

Loans & Recovery Officer

Cosmopolitan Sacco

Feb 2009 - Aug 2021 (12 years 6 months)

Delivered high-quality support to loan applicants, ensuring compliance with SLAs and managing overdue accounts effectively. Partnered with marketing to design retention campaigns, boosting repayment loyalty by 20%. Utilized CRM platforms to track interactions and improve loan recovery processes.

Support CRM SLA

Customer Care Support Desk

Cosmopolitan Sacco

Jan 2004 - Feb 2009 (5 years 1 month)

Provided front-line customer support across multiple channels, maintaining high satisfaction rates. Monitored ticketing systems for prompt resolution of inquiries and conducted surveys to gather feedback for service improvements.

Customer Support Ticketing Systems

Education

Degrees, certifications, and relevant coursework

Kenya Institute of Management

Advanced Certificate, Business Management

2008 -

Grade: Upper Credit

Achieved an Advanced Certificate in Business Management, focusing on essential management principles and practices.

Kabarak University

Bachelor of Commerce, Marketing

2014 - 2016

Grade: Upper Credit

Studied Marketing as part of the Bachelor of Commerce program, focusing on various aspects of marketing strategies, consumer behavior, and business management principles.