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Joy Rinya

@joyrinya

Customer Experience Specialist at ABSA Bank Limited who managed 350 accounts and improved onboarding turnaround times by 30%.

Kenya

Message

At ABSA Bank Limited, I managed a portfolio of 350 retail and business banking accounts, acquired more than 60 new customers, and increased wallet share by 18%. I coordinated account opening, KYC documentation, and funding, reducing onboarding turnaround times by 30% while maintaining 98% data accuracy.

Earlier at Credit Bank Limited, I supported customers across banking services, resolved complaints, and improved branch processes. My work there included reducing customer waiting times by 25% and achieving a 90% first-contact resolution rate.

Experience

Work history, roles, and key accomplishments

Universal Banker

ABSA Bank Limited

Feb 2026 - Oct 2026 (8 months)

Managed a retail and business banking portfolio of 350 accounts, acquiring 60+ new customers and increasing wallet share by 18%. Delivered customer-focused onboarding, reducing turnaround times by 30% while maintaining 98% data accuracy.

Customer Relationship Management Cross Selling KYC Compliance AML Account Management Data Analysis Salesforce Zoho CRM Zendesk Freshdesk Jira

Relationship Officer

Credit Bank Limited

May 2024 - Jan 2026 (1 year 8 months)

Managed a portfolio of 120+ retail and business clients, achieving a 94% satisfaction rate and 16% improvement in retention. Generated 45 new client relationships and prepared 60+ credit proposals with a 95% first-review acceptance rate.

Customer Relationship Management Credit Analysis Financial Analysis Cross Selling Account Management KYC AML Salesforce Zoho CRM Zendesk Freshdesk Jira

Customer Experience Officer

Credit Bank Limited

Oct 2019 - Apr 2024 (4 years 6 months)

Built and maintained trusted relationships with 150+ corporate and individual customers, improving satisfaction by 18%. Streamlined branch service processes, reducing waiting times by 25% and achieving a 90% first-contact resolution rate.

Customer Experience Complaint Resolution Relationship Management Cross Selling Process Improvement Data Analysis Salesforce Zoho CRM Zendesk Freshdesk Jira

Customer Experience Representative

Credit Bank Limited

Oct 2016 - Oct 2019 (3 years)

Managed daily banking needs for 80–100 customers, processing transactions with 99% accuracy. Resolved issues across multiple channels, achieving 85% first-contact resolution and generating 25+ new client relationships per month.