FaithMaria Oguta

Experience

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  Wakenya Pamoja Sacco

  Nov 2020 - Apr 2021

  Attache

  Executed the sales and marketing of four SACCO products, contributing to a 20% increase in brand awareness and product uptake.Successfully verified the details of over 500 customers for loan applications and account openings, ensuring compliance with regulatory standards.Collaborated closely with the credit officer to validate the creditworthiness of 100+ loan applicants, maintaining a high accuracy rate and reducing default risk.Engaged eloquently with over 300 customers to ensure efficient information capture and enhance customer satisfaction.Verified vouchers and banking cheques from various companies, processing over 1,000 transactions with a 99% accuracy rate.Conducted field surveys and managed POS machines for mobile payments, facilitating over 150 transactions and gathering valuable customer feedback.Conducted educational sessions for 200+ customers, identifying opportunities for SACCO product improvements and increased customer engagement. Show less

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  Safaricom PLC

  Jan 2022 - now

  Capability and Enablement Executive

  Contributed to achieving a 69% score on the Enablement Index Survey, surpassing the target of 65%. This index measures the effectiveness of first-line customer support teams in being properly equipped.Conducted research with 50 prospective M-PESA customers to assess their needs and experiences for the Global Pay Visa Card launch, and identified key gaps and challenges to enhance the product's effectiveness and user satisfaction.Engaged in three product deployments and four product tests to identify gaps and enhance the product experience before launch, ensured products met user expectations, and provided valuable feedback for improvements.Conducted research on Micro, Small, and Medium Enterprises (MSMEs) to develop tailored learning paths for capacity-building materials to support MSMEs' growth and operational efficiency.Conducted extensive training for over 3,000 individuals, including team leaders, managers, front-line customer care teams, dealers, enterprise sales teams, call center, and retail center teams focusing on various M-PESA products and services, enhancing their ability to better serve customers. Show less