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Stella Wanjiru

@stellawanjiru

Versatile professional skilled in customer service and banking.

Kenya
Message

What I'm looking for

I am looking for a role that values integrity, offers growth opportunities, and allows me to utilize my diverse skills in customer service and banking.

I am a versatile professional with a rich background in customer service, banking, insurance, and administrative management. My expertise lies in client relationship management, fraud prevention, and process improvement. I have been recognized for my ability to reduce customer complaints, enhance service delivery, and drive sales growth. My goal is to leverage my diverse experience back in Kenya, particularly in emergency management, foreign relations, banking, and the insurance sector.

My professional journey has been characterized by a commitment to integrity and strong work ethics. I approach every task with professionalism and a dedication to exceeding expectations. My resilience in high-pressure environments allows me to analyze complex situations from multiple perspectives, leading to effective and innovative solutions. I am eager to contribute my talents and expertise towards achieving shared goals in any team or organization.

Experience

Work history, roles, and key accomplishments

TB

Personal Banker & Customer Service Advisor

The Co-operative Bank

Apr 2023 - Present (2 years 5 months)

Provided exceptional customer service by assisting clients with their banking needs through phone, email, and in-person interactions. Handled customer inquiries related to accounts, loans, credit cards, and payments, ensuring timely and accurate resolutions. Educated customers on banking products, services, and secure banking practices to enhance their experience and prevent fraud.

II

Insurance Specialist, Sales & Marketing Advisor

Intelling Ltd (Staysure Insurance)

Dec 2022 - Present (2 years 9 months)

Ensured compliance with FCA regulations and maintained high Risk & Compliance scores. Conducted needs analysis to match customers with appropriate insurance products. Achieved KPIs through strong negotiation and sales skills, overcoming objections on price and competitor offerings.

IK

Assistant Customer Service Manager

I-properties Limited Kenya

Jul 2017 - Present (8 years 2 months)

Managed customer cases from initial contact to resolution, ensuring high satisfaction. Investigated and resolved customer issues, ensuring timely and effective solutions. Provided feedback to the business to improve customer service processes and ensured accurate invoicing and compliance with warranty transactions.

Education

Degrees, certifications, and relevant coursework

CU

Coventry University

MSc., Disaster Risk Management

2020 - 2022

Focused on understanding and managing risks associated with disasters, including strategies for prevention, mitigation, and recovery. Gained expertise in developing comprehensive disaster management plans and policies.

UA

United States International University Africa

Bachelor of Arts, International Relations

2015 - 2018

Studied the complexities of global affairs, international relations theories, and diplomatic practices. Developed strong analytical skills in assessing international political and economic landscapes.

I(

Institute of Advanced Technology (IAT)

Certificate, Computer Application (ICDL 1&2)

2014 - 2014

Completed training in essential computer applications, enhancing proficiency in various software tools. Acquired practical skills in word processing, spreadsheets, and presentations.

Tech stack

Software and tools used professionally

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Stella Wanjiru - Personal Banker & Customer Service Advisor - The Co-operative Bank | Himalayas