Laureen Auma

TEACHER

1000 followers

Kenya

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Timeline
About me
Customer Experience Enthusiast/Customer Service/CX analyst/ Influencer/ Mobilizer/Operations Management.
Education
- Brandlove Education
  2022 - 2022
  Certificate in Customer Experience Mastery Program Customer Experience Certificate
  Activities and Societies: Gaining strategic advantage through experience focus Turning the Voice of the Customer Insights into Action Empathy Mapping Designing Journeys for your Customer Presenting and activating customer journey transformation
- RBA International
  2020 - 2021
  Certificate Banking and Financial Support Services Pass
  Activities and Societies: Business Ethics, Customer Service Quality, Relationship Management, Operations, Products, Channels
- KENYATTA UNIVERSITY
  2007 - 2011
  Bachelor's degree
- ULANDA GIRLS HIGH SCHOOL
  2002 - 2005
  O LEVEL
- Kenyatta University
  2022 - 2024
  Master of Business Administration - MBA Marketing
- Kenyatta University
  2007 - 2011
  Bachelor of Education - BEd Mathematics/ Business Studies
- University of Nairobi
  2015 - 2017
  Master's Degree Project Management
Experience
- PRINCE JOHN HIGH SCHOOL
  Apr 2011 - Dec 2011
  TEACHER
- Commercial Bank of Africa
  Jan 2012 - Aug 2015
  I am an experienced Customer advisor
  - Customer Experience Officer
    Aug 2013 - Aug 2015
  - Customer Experience Assistant(e-banking)
    Jan 2012 - Jul 2013
- Commercial Bank of Africa
  Feb 2016 - Sept 2019
  Customer Experience Manager
  Supervision.
- Commercial Bank of Africa (CBA Group)
  Nov 2018 - Mar 2019
  AG Operations Manager
- NCBA Group
  Oct 2019 - Dec 2020
  Senior Customer Experience Manager
- NCBA Group
  Mar 2021 - now
  Retail Client Experience Manager
  I analyze, understand, investigate and resolve issues with varying degree of complexity escalated within Retail business. Actively identify root causes of customer complaints and use initiative to suggest improvements that can be made to enhance the customers experience and ultimately deliver the right outcome. I also schedule and train on customer service internal and external trainings for the Retail staff as well as ensuring retail PBT is achieved through all service initiatives
Licenses & Certifications
- Institute of Customer Experience
  ICX Managed Services, LLC
  Nov 2021