Ivy Nyabera - White

Experience

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  National Hospital Insurance Fund - Kenya

  Aug 2014 - Nov 2014

  Customer Service
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  Vibratech Ltd

  Dec 2014 - Jun 2016

  Senior Customer Service Representative

  Manage large amounts of incoming calls.Generate sales leads.Identify and assess customers’ needs to achieve satisfaction.Build sustainable relationships of trust through open and interactive communication.Provide accurate, valid and complete information by using the right methods/tools.Meet personal/customer service team sales targets and call handling quotas.Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Keep records of customer interactions, process customer accounts and file documents.Follow communication procedures, guidelines and policies.Take the extra mile to engage customers. Show less

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  Pigiame

  Dec 2016 - Mar 2017

  Customer Relations.

  Ensure delivery of reputable world class customer support, and promote and maintain the Company’s image.Handle walk in customers.Customer education on products.Interact, respond to and follow up on all queries and comments.Investigating and resolving clients complaints /issues.Keeping accurate records of discussions or correspondence with customer.Ensure all inquiries made via phone and email are responded to within 1 hour and resolved within 24 hours.Liaise with different departments to ensure delivery of high quality products and services.Improve customer loyalty (and create advocates) through valued and memorable customer interactions.Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.To make a recommendation or solution to the customer's problem. Show less

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  AVIC International Beijing Co.,Ltd

  Jun 2017 - Apr 2018

  Reception.1. Greet and welcome visitors to the Offices between 8.30am and 4pm, ensuring they signin the visitor’s book and informing the relevant member of staff of their arrival.2. Monitor and ensure that the reception area is kept tidy and projects a business-likeimage.3. Keep a record of staff and visitors signing in and out of the building.4. In the event of a fire and/or any other emergency requiring staff to leave the building, tobe responsible for ensuring that the visitors book and staff movement sheets are removed from Reception and taken to the outside meeting point.5. Check and sign for deliveries, before informing the relevant member of staff of theirarrival. Deliveries by post or courier will include valuable items (cash, passports). Followprocedures and ensure security of valuables.6. Log extension changes and advise all staff accordingly.Post.1. Process and deliver internal and external mail daily. Check that costs are charged to theappropriate Programme.2. Ensure that franking machine is charged and maintained.Couriers/Taxis.1. On receipt of the appropriate request form, book couriers and taxis on behalf of membersof staff.2. Process invoices and draw up paperwork to ensure costs are allocated to the relevantdepartments.Staff.1. Collate and update staff lists, overseas offices and contact details regularly.2. Devise and conduct regular online staff satisfaction surveys and elicit feedback on theworking environment.Office Services.1. Provide office supplies (Stationery & kitchen supplies) for staff and maintain adequatestocks; task includes ordering new supplies, identifying new suppliers and obtaining thebest price for Alert.2. Provide administrative and general support to the Facilities Manager in ensuringcompliance with Health & Safety Regulations.3. Process invoices for the team including validating and obtaining authorisation forpayment Show less

  • Finance/Accounts Assistant

    Oct 2017 - Apr 2018

  • Receptionist

    Jun 2017 - Oct 2017
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  TD

  May 2018 - now

  Mentor the team on resolving customer complaints and offering personalized advice while enabling the senior service team to act as a point of escalation in ensuring every interaction is legendary • Handle daily branch administrative duties and support frontline staff to maintain professional space and environment in the branch in common areas in line with marketing and regulatory guidelines • Liaise with partners to provide customers with the best banking solutions to their financial needs • Maintain optimal employee scheduling to meet customer demands and compliance requirements; resolve and recommend improvements in daily operations to achieve operational excellence • Build and lead a diverse team by using employee talent optimally and ensuring their performance management activities are undertaken and completed • Keep the team updated about end-to-end processes, policies, procedures, TD's Code of Conduct and Ethics, emerging issues, trends, and industry regulations to offer the best customer experience • Help build an informative and fair work environment by sharing skills and knowledge, promoting open dialogue and motivating team • Coach the team to ensure customer issues are handled in a timely way, appropriately and consistent with customer problem resolution guidelines Show less Job Description:Play a key role in advising customers of high level financial solutions from a range of available investment and credit banking solutionsBy asking thoughtful financial questions, engage with customers and create positive experiences to retain and deepen relationshipsIncrease customer financial confidence by providing personalized financial advice, answering customer questions, and addressing their concerns; raising matters as appropriate to team members or partners while maintaining confidentiality and accuracyAct as a point of contact for the frontline staff in handling customer problemsMaintain professional space in common areas as per marketing and regulatory guidelinesWork closely with existing and prospective customers to provide financial reviews, discuss portfolio updates and suggest additional personalized solutions based on their financial goalsStay knowledgeable about emerging issues, evolving regulations and industry codes of conduct as well as participate in process improvement opportunities to protect the interests of the organizationStrive to achieve and improve service level agreements and productivity targetsEnsure documents are prepared consistent with relevant regulations and in a way properly reflecting business intentionsParticipate fully as a team member, help build a positive and diverse work environment, willingly assist and mentor others in the completion of work activities, and address communication issues efficiently Show less Deposit box payments deposits and withdrawals for customers.Answer most client account questions and escalated more complex issues to supervisor.Work efficiently to minimize customer wait times.Balanced cash drawer at shift end.Greeted customers upon entry to the bank.Processed all routine customer transactions.Referred customers to bank services and informed them of new products.Corrected client account discrepancies and made adjustments as needed.Balance cash drawers and answered customer questions Show less

  • Customer Experience Manager

    Sept 2021 - now

  • Personal banking Associate

    Jan 2021 - Aug 2021

  • Customer Experience Associate

    May 2018 - Jan 2021