Evans Mbogo

Experience

• 

  NIC Bank Limited

  May 2019 - Sept 2019

  Contact Center Agent

  - Assisted customers with queries, ensuring first call resolution.- Provided level 1 support for customer issues.

• 

  NCBA Group

  Oct 2019 - Aug 2020

  Channels Support Agent

  - Provided level 2 support for online banking issues, maintaining transaction reports.- Provide solutions to more complex problems that have been escalated by level 1 support.

• 

  Trilogy

  Sept 2020 - Oct 2020

  Software Quality Assurance Tester

  - Conducted rigorous tests on software updates and deployments to ensure quality and compliance.- Collaborated with development teams to identify and resolve software issues.

• 

  Danny Academy

  Nov 2020 - Jun 2024

  Tech Support

  - Provide hardware and software troubleshooting and support.- Install and configure various IT systems.- Deliver technical support to end-users, ensuring minimal downtime.

• 

  NCBA Group

  Feb 2021 - now

  - Analyze client credit data using SQL and Excel to assess lending risks and optimize credit policies.- Create and manage departmental reports with PowerBI to track progress and achievements.- Collaborate with cross-functional teams to ensure accurate and timely reporting of team performance data. - Ensured completeness of credit applications and conducted KYC verification.- Resolved customer complaints promptly, enhancing overall customer satisfaction.

  • IT Business Analyst

    Dec 2024 - now

  • Credit Analyst

    Jun 2022 - Nov 2024

  • Customer Service Officer

    Feb 2021 - May 2022