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Phoebe Gichuru

@phoebegichuru

Customer-first, detail-driven, and ready to make your customers' day easier. I bring 5 years of banking customer service and operations experience.

Kenya

Message

What I'm looking for

I'm looking for a full-time, remote Customer Service or Virtual Assistant role. I have 5 years of banking customer service and operations experience, including phone support, CRM management, and administrative/advisory work. I'm comfortable with US or flexible time zones and value accuracy, dependability, and great customer experience.

I've spent five years in customer service and operations at a bank in Kenya, most recently as a Branch Operations Assistant. I handle an average of 60 client inquiries a week by phone and in person, maintaining a 90% satisfaction score while keeping accurate CRM records and meeting strict service targets. Earlier, as a Customer Product Advisor, I used a consultative approach that grew product uptake per customer by 50%. I also completed Executive Partner training with Athena, sharpening my communication and decision-making under pressure.

I'm now looking to bring that same care and accuracy to a fully remote Customer Service or Virtual Assistant role where I can grow long-term.

Experience

Work history, roles, and key accomplishments

Branch Operations Assistant

NCBA Bank Kenya PLC

Jan 2024 - Dec 2026 (2 years 11 months)

Managed client inquiries and achieved high satisfaction through first-contact resolution. Handled cash reconciliation, KYC checks, and cross-selling to support branch goals.

CRM Case Management Customer Service KYC Cash Reconciliation Cross Selling SLA NPS