Phillis Kigumi

Developed and executed customer excellence strategies, led and coached service teams, and implemented KPIs and CRM analytics to improve customer satisfaction and operational compliance.

Oversaw daily operations, staff scheduling, inventory and equipment maintenance, promoted services via social media, and managed financial transactions to ensure service quality and profitability.

Acted as branch continuity lead and custodian of assets, enforced AML/KYC controls, drove channel adoption (mobile banking), coached sales teams, and optimized processes to improve control and service delivery.

Led service delivery teams to maintain customer relationships, manage budgets, refine services from feedback, and implement cost-effective processes to sustain customer satisfaction and operational efficiency.

Managed client portfolios, supported new account openings, reviewed documentation, and deepened customer relationships through timely service and tailored account management.

Supervised daily operations and administrative tasks, coordinated staff, and maintained operational records to support service delivery and business continuity.

Pursuing a Certificate in Forensic Accounting via distance learning at Home Study Centre.

Completed a short course in Fraud Prevention focused on detection and mitigation techniques.

Completed Branch Operations and Customer Excellence training to strengthen branch-level operational and customer service capabilities.

Completed Occupational Safety and Health training to ensure workplace safety compliance.

Certified Customer Service Expect program completed to build customer service competencies.

Completed a short course in Leadership & Management to enhance supervisory and leadership skills.

Completed an Introduction to Business Intelligence course focused on basic BI concepts and tools.

Completed AML & CFT training focused on anti-money laundering and counter‑financing of terrorism practices.

Earned a Bachelor of Commerce (Finance option) with coursework focused on finance and commercial studies.

Completed an Advanced Diploma in Business Management covering management and business administration topics.

Completed a Diploma in Business Management focused on foundational business and management skills.

Completed the Kenya Certificate of Secondary Education (KCSE) at Seko Girls High School.