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Wanjohi MARYANNE

Issy-les-Moulineaux

En résumé

A seasoned professional with nine years’ experience in the banking industry, with strong qualities demonstrated in delivering exceptional customer experience by enhancing service delivery and operation efficiencies.
My objective is to secure a role in customer service management with a focus on client relationship development and team leadership.

Mes compétences :
Microsoft CRM
Customer Service Management
Client Relationship Development
Time Management
Team Management
Risk Management
Retail Banking
Project Management
Management Reporting
Initial Public Offerings
Training
Change Management
KPI Monitoring
Clear Communication Skills
Organization and Autonomy

Entreprises

  • Sodexo Benefits and Rewards Services - Project Manager

    Issy-les-Moulineaux 2015 - maintenant

  • Volvo Group - External Consultant

    2014 - 2015 * Analyzed innovation strategies highlighting successful patterns in management, governance and organization. ;
    * Defined a hybrid innovation framework applicable to the client. ;
    * Provided recommendations on an extensive change management model.

  • Commercial Bank of Africa Ltd - Quality Assurance Analyst

    2013 - 2014 * Created new measurement criteria for service delivery at all customer touchpoints in the bank i.e. Internet Banking, Branches, Mobile Banking, Relationship Managers, Microsoft CRM, and E-mails. ;
    * Developed Contact Centre workflow processes which made it easier for handover and escalations, therefore improving Service Level from 75% to 92%. ;
    * Developed more than 10 new management reports and dashboards that improved interpretation of data. ;

  • Commercial Bank of Africa Ltd - Contact Centre Officer

    2009 - 2013 * Championed implementation of Microsoft CRM working in cross functional teams to ensure a better user experience. ;
    * Delivered training to 100 staff members, which increased utilization of the system from 2% to 20%.

  • Commercial Bank of Africa Ltd - Customer Experience Officer

    2005 - 2008 * Successfully managed Initial Public Offering (IPO) for Eveready Kenya Limited and Kenya Electricity Generating Company to be listed on the stock market for the first time.

Formations

  • EMLyon Business School

    Lyon 2014 - 2015 MBA

    * Multinational Enterprises Management, EMLyon Business School,

  • Chartered Institute Of Marketing (Nairobi)

    Nairobi 2007 - 2008 Post-Graduate Diploma

    *Marketing

  • Kenyatta University (Nairobi)

    Nairobi 2002 - 2004 Bachelor Degree

    *Economics and Business Studies
Annuaire des membres :