Joanne Ogoya, MBA

Experience

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  KCB Bank Group

  Oct 2008 - Nov 2009

  Direct Sales Representative

  - Exceeded yearly sales quotas by making sales worth 30M KES within the first half of the year surpassing the set target of 40M.- Assisted the sales manager with identifying viable marketing strategies.- Boosted growth in banking accounts by 438 customers out of a target of 300 in a quarter to attain award for increasing customer numbers exponentially.- Completed regular sales reports specifying the number of sales made.- Contacted leads, set up appointments, and demonstrated product features to customers.- Offered excellent customer experience while interacting with customers.- Ensured sustainable business growth by selling retail bank products and services.- Gathered feedback from customers on bank products and shared the information with the product development team. Show less

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  Family Bank Ltd

  Jul 2012 - Jan 2016

  Operations officer

  - Processed customers’ cash deposits and withdrawals, banker’s cheques, RTGS, TTs, and other payments while ensuring compliance with the laid down procedures.- Drove customer product awareness and cross-selling of products and services to fuel business growth.- Maintained and balanced cash drawers and reconciled discrepancies.- Assisted customers with processing transactions and corrected account discrepancies.- Pioneered new filing system improvements that led to a 50% reduction in access time for customer details and improved customer satisfaction and turnaround time.- Promoted efficiency by implementing improved operational procedures. Show less

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  HFC Kenya

  Jan 2016 - Oct 2022

  - Identified control gaps and made practical recommendations for continuous training that sealed and ensured no repeat through.- Monitored cash levels in the vault, and made timely requests for replenishment that ensured sufficient cash was available for serving customers.- Implemented KYC and AML policies, monitored the compliance of the policies, and mitigated the risk from fraud and forgery.- Tracked, recorded, reported, and stored information related to transactions, bank supplies, and customer service.- Developed and maintained relationships between the Branch and key stakeholders by providing positive and efficient client service.- Supported business development initiatives, projects, and programs across the Branch.- Performed bank transactions reconciliation and prepared accurate financial information.- Reduced customer dormancy levels from 60% to 35% within a period of 3 months by reaching out and engaging the dormant account holders. Show less

  • Service & Operations Manager

    Jun 2021 - Oct 2022

  • Branch Operations Manager

    Apr 2016 - May 2021

  • Branch Support Officer(Operations supervisor)

    Jan 2016 - Apr 2016
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  Madison Investment Managers Limited

  Oct 2022 - now

  Assistant Operations Manager

  - Oversee fund operations, including asset allocation, risk management, and accurate daily pricing of unit trust funds.- Reconcile fund assets (e.g., treasury instruments) and address discrepancies with custody banks.- Prepare and deliver fund administration reports to boards, trustees, and regulators.- Lead customer service operations, resolving complaints, and ensuring optimal client satisfaction.- Train and supervise departmental staff, ensuring performance aligns with organizational goals. Show less