Sep 2023 – Present: Call Center Agent – Kary Business Solutions (Remote, Nairobi)
- Delivered efficient inbound phone support, improving customer satisfaction by 18% through optimized interaction strategies.
- Increased sales by spearheading outbound calling initiatives and strengthening collaboration between sales and support teams.
- Managed email and helpdesk support using advanced CRM tools, reducing response times by 24%.
- Processed complex orders and refunds on Sticky.io with 98% accuracy, enhancing operational efficiency.
- Analyzed customer trends and developed training modules that improved overall remote support performance.

Jan 2023 – Present: Trade Finance Specialist – Euro Exim Bank (Remote, Nairobi)
- Promoted offshore banking services, driving a 29% increase in international business leads and market penetration.
- Converted 58% of international prospects into high-value clients, expanding the bank’s presence in Kenya’s trading sector.
- Managed end-to-end transactions to strengthen retention and satisfaction among existing customers.
- Ensured full compliance with global banking regulations, enhancing the bank’s reputation for reliability.
- Identified emerging market opportunities using financial tools, supporting revenue growth and international client expansion.

Mar 2019 – Dec 2020: Manager – Nafom Investments (Hybrid, Nairobi)
- Improved operational efficiency by 25% through strategic planning and process optimization.
- Expanded the customer base by 19% via targeted outreach, relationship-building, and marketing initiatives.
- Implemented cost-saving measures that reduced expenses by 9% and increased revenue by 12%.
- Managed key client relationships to strengthen partnerships and improve service satisfaction.
- Directed virtual communications and enforced operational policies to improve compliance and organizational performance.

Nov 2016 – Aug 2017: Ag. Service Operations Manager – Co-operative Bank of Kenya (Nairobi)
- Enhanced service quality across branches by enforcing operational controls and adherence to standards.
- Conducted performance reviews that increased staff productivity and morale by 23%.
- Reduced operational costs through strategic financial oversight and cost-saving initiatives.
- Improved customer retention by 19% through timely and accurate transaction execution.
- Managed remote operations to maintain continuity during organizational transitions.

Oct 2015 – Oct 2016: Service Desk Officer – Co-operative Bank (Nairobi)
- Led service desk operations and implemented training programs that reduced ticket resolution time.
- Improved product adoption by 32% through targeted corporate client engagement.
- Supported digital transformation by migrating 48% of customers to alternative banking channels.
- Prospected 20–30 new customers weekly using CRM analytics, achieving a 51% conversion rate.
- Surpassed NPS targets by ensuring exceptional customer support and driving long-term client loyalty.