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Solomon Nduti

@solomonnduti

Customer operations officer at Equity Bank (Kenya) Ltd resolving 80%+ of customer queries on first contact.

At Equity Bank (Kenya) Ltd, I manage customer interactions across in-person, phone, and digital channels, maintaining 95%+ SLA compliance. I resolve 80%+ of customer queries on first contact and support onboarding, KYC verification, and account setup.

As an Associate Operations Officer at Equity Bank (Kenya) Ltd, I supported customer inquiries, maintained interaction records, and assisted with resolving and escalating issues. I also taught English and Literature at Nyangwa Boys School, adapting my communication to help students understand.

Experience

Work history, roles, and key accomplishments

Current

Relationship Operations Officer

Current

Equity Bank (Kenya) Ltd

Feb 2025 - Present (1 year 9 months)

Manage 30+ daily customer interactions, maintaining 95%+ SLA compliance and resolving 80%+ of queries on first contact. Handle complaints, support onboarding, and educate customers on digital banking services.

Customer Support

SLA Management First Call Resolution CRM Complaint Handling Customer Onboarding KYC Digital Banking Customer Education Microsoft Office

Teacher – English & Literature

Nyangwa Boys School

Aug 2024 - Dec 2024 (4 months)

Delivered clear and structured communication to diverse audiences, strengthening engagement and understanding. Developed strong interpersonal and problem-solving skills through daily interaction and support.

Interpersonal Skills Problem Solving Adaptability Communication Skills

Associate Operations Officer

Equity Bank (Kenya) Ltd

Aug 2022 - May 2024 (1 year 9 months)

Provided customer support by responding to inquiries and guiding users through processes and services. Maintained accurate records of customer interactions and supported customer engagement initiatives.

Customer Support

Data Entry CRM Communication Skills Stakeholder Coordination Feedback Analysis