VM

Open to opportunities

Virginia Munyiri

@virginiamunyiri

Banking customer service and operations professional with 6+ years supporting high-volume clients and improving service delivery.

What I'm looking for

I’m looking for a banking or customer-operations role where I can manage high-volume customer interactions, resolve escalations, and drive process improvements. I want a team that values accuracy, service quality, and continuous improvement.

I’m a customer service and operations professional with 6+ years of experience in banking and financial services, where I’ve handled high-volume customer interactions across phone and digital channels. I focus on resolving issues efficiently, maintaining accurate records, and delivering an excellent customer experience.

In my current role as Relationship Supervisor at Equity Bank Kenya Limited, I manage customer inquiries, resolve complaints, and handle escalations to protect service quality and satisfaction. I also ensure accurate data entry and customer record maintenance in internal systems, while coordinating with internal teams to keep daily operations running smoothly.

Previously, as a Banking Officer and Customer Service Assistant, I supported account inquiries and service requests, maintained compliance with operational procedures, and improved service delivery through effective issue resolution. I bring strong communication, attention to detail, and a continuous-improvement mindset backed by an MBA (Finance) and Huawei ICT Academy certifications in AI-related topics.

Experience

Work history, roles, and key accomplishments

EL

Current

Relationship Supervisor

Current

Equity Bank Kenya Limited

Oct 2025 - Present (8 months)

Handled high-volume customer inquiries across phone and digital channels, ensuring timely and professional responses. Resolved complaints, managed escalations, and maintained accurate customer records while coordinating with internal teams to improve service delivery and operational efficiency.

Customer Service Email Chat Support Complaint Resolution Escalation Management CRM Systems Data Entry Record keeping

EL

Banking Officer

Equity Bank Kenya Limited

Jan 2022 - Sep 2025 (3 years 8 months)

Provided customer support for account inquiries, transactions, and service-related requests while ensuring compliance with operational procedures. Resolved customer issues efficiently, maintained accurate records, and collaborated across departments to meet service goals.

Customer Support Compliance Complaint Resolution Record keeping Problem Solving CRM Systems

FS

Customer Service Assistant

Financial Services Sector

Jan 2019 - Jan 2021 (2 years)

Managed customer interactions via phone, email, and chat in a fast-paced environment, handling complaints and escalating complex issues per established procedures. Maintained detailed interaction records and supported administrative and operational tasks to ensure smooth workflow.

Email Chat Support Complaint Resolution Escalation Management Data Entry Record keeping Administrative Support Time Management

Education

Degrees, certifications, and relevant coursework

HA

Huawei ICT Academy

Huawei ICT Academy Certificate: Overview of AI, Artificial Intelligence (AI)

2026 -

Completed the Huawei ICT Academy training/certificate: Overview of AI.

HA

Huawei ICT Academy

Huawei ICT Academy Certificate: Exploring the Intelligent World 2030, Information and Communication Technology (ICT)

2026 -

Completed the Huawei ICT Academy training/certificate: Exploring the Intelligent World 2030.

MU

Mount Kenya University

Master of Business Administration, Finance

Completed a Master of Business Administration (Finance) at Mount Kenya University.

Tech stack

Software and tools used professionally

Gmail

Remote

Jan

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