Open to opportunities

Janet Njoki

@janetnjoki

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Results-oriented professional with 17 years in customer service and banking.

Kenya

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What I'm looking for

I seek a role that values customer engagement and offers growth opportunities.

With over 17 years of experience in the cooperative sector, I am a results-oriented and customer-centric professional specializing in banking, marketing, credit management, and customer service. My career has been dedicated to enhancing client satisfaction and operational efficiency through effective digital customer engagement, strategic marketing initiatives, and call center operations. I have developed a proven track record in managing large volumes of customer inquiries across various channels, including email, live chat, and phone support, while ensuring a seamless customer experience.

Professional Strengths

Customer Support Excellence: Expertise in managing omnichannel support (live chat, email, and ticketing) to deliver exceptional customer experiences consistently.
Digital Marketing Proficiency: Skilled in executing email campaigns, crafting engaging content, and developing social media strategies to boost brand awareness and customer engagement.
Online Lending Expertise: Comprehensive experience in online loan processing, credit scoring, loan portfolio management, and ensuring compliance with repayment schedules.
CRM Systems and Tools: Proficient in utilizing platforms such as Salesforce, HubSpot, and Zoho to track customer interactions, improve retention strategies, and optimize workflows.
Data-Driven Problem Solving: Adept at analyzing customer feedback and operational metrics to identify opportunities for improving service delivery and business outcomes.

Skills

Customer Support: Omnichannel support, SLA compliance, ticket management.
Digital Marketing: Email marketing, content creation, campaign analytics, and social media strategy.
Online Lending: Credit analysis, loan portfolio management, repayment schedule tracking.
CRM Tools: Proficiency in platforms like Salesforce, HubSpot, and Zoho.
Software Skills: Advanced knowledge of Microsoft Office Suite and microfinance tools.
Team Collaboration: Proven ability to work with cross-functional teams to implement customer-centric improvements.

Experience

Work history, roles, and key accomplishments

Current

Micro Credit Officer

Current

Cosmopolitan Sacco

Aug 2021 - Present (3 years 9 months)

Provided online support to clients applying for microloans, managing inquiries via email and live chat. Ensured compliance with repayment schedules and collaborated with IT to enhance microfinance software functionality.

Customer Support Digital Communication Financial Services Problem Solving

Loans & Recovery Officer

Cosmopolitan Sacco

Jan 2009 - Aug 2021 (12 years 7 months)

Supported customers via phone, email, and live chat to resolve loan-related issues. Monitored overdue accounts and documented recovery activities, collaborating with teams to streamline loan repayment processes.

Customer Support Financial Services Problem Solving Digital Communication Call Center Operations

Customer Care Support Desk

Cosmopolitan Sacco

Mar 2004 - Jan 2009 (4 years 10 months)

Acted as the first line of support for customer inquiries through phone, email, and live chat. Handled ticket support by logging, categorizing, and resolving customer issues while ensuring timely responses and maintaining SLAs.

Customer Support Communication Problem Solving