KEITH .T.T DOHUNYE
6121 Mkhosana Victoria Falls,ZW
Summary
Dedicated Customer Relationship Officer with over 7 years experience in banking, specializing in client relationship management, transaction analysis and processing, as well as account management. Proven track record in enhancing customer engagement and satisfaction through personalized support and education. I always welcome challenging environments that give me the opportunity to unlock my full potential and develop new skills.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Customer Relationship Officer (Grade 8)
FBC BANK
VICTORIA FALLS, ZW
12.2022 - Current
- Building and maintaining profitable relationships with all stakeholders.
- Keeping customers updated on RBZ foreign currency exchange control regulations, requirements as well as the status of resolution of their key concerns or complaints.
- Preparing weekly Executive Committee Reports (EXCO).
- Processing of customer personal loans and credit related reports.
- Expand the customer base by upselling and cross-selling.
- Provide training support to new staff on customer service protocols and systems.
- Maintain knowledge of banking regulations to ensure compliance in all interactions.
Chief Teller (Grade 7)
FBC BANK
VICTORIA FALLS, ZW
06.2021 - 11.2022
- Managed daily cash operations and balanced cash drawers for accuracy.
- Trained and supervised teller staff on banking procedures and customer service.
- Ensured compliance with bank policies and regulations in all transactions.
Information Officer (Grade 7)
FBC BANK
VICTORIA FALLS, ZW
08.2020 - 05.2021
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts and processed transactions accurately.
- Compilations of monthly reports (variance analysis, suspense account reconciliations, human resources reports, and revenue audits).
- Maintained up-to-date knowledge of products and services offered.
- Collaborated with team members to enhance service delivery.
Back Office Clerk (Grade 5)
FBC BANK
VICTORIA FALLS, ZW
05.2018 - 10.2019
- Processed incoming documents and maintained organized filing systems.
- Assisted with inventory management and order processing tasks.
- Coordinated communication between departments for efficient workflow.
- Utilized data entry software to update records accurately.
Shift Manager Trainee
Simbisa Brands (Southern Region)
VICTORIA FALLS, ZW
03.2018 - 04.2018
- Supervised team operations during shifts to ensure smooth service delivery.
- Managed inventory levels and assisted with stock ordering processes.
- Resolved customer complaints promptly to maintain satisfaction and loyalty.
Sales Consultant/ Underwriter
ZB Financial Holdings
BULAWAYO, ZW
10.2016 - 07.2017
- Underwriting new business.
- Consulted with clients to identify financial needs and recommend suitable products.
- Developed and maintained strong relationships with existing and potential clients.
- Analyzed market trends to identify opportunities for business growth.
Statistics and Accounting Clerk-Attachee
Simbisa Brands (Southern Region)
VICTORIA FALLS, ZW
02.2013 - 06.2014
- Processed vendor invoices and maintained accurate records for timely payments.
- Reconciled monthly bank statements to ensure account accuracy and integrity.
- Prepared financial reports for management review, highlighting key accounting data.
- Conducted regular audits of financial documents to ensure compliance with company policies.
Education
Bachelor of Commerce Honours Degree in Economics - Economics
MIDLANDS STATE UNIVERSITY 2010-2015 Pass 2.2
GWERU12-2015
Some College (No Degree) -
Foundation College (2007-2008) A Level Pass
BULAWAYOSome College (No Degree) -
Fatima High School (2005-2006) Olevel 9 Subjects
LUPANESkills
- Customer relationship management
- Cross selling and Up Selling
- Complaint resolution
- Account management
- Transaction processing
- RBZ exchange control coordination
- First aid (Certified)
- Clean Class 4 driver's license
- Microsoft 360 packages
- Stata 112
- Pastel partner
- Oracle Flexcube version 11 and 14
- BIP banking system
- Postillion
- VPortal
- Zimra Tax and Revenue Management System(TaRMS)
- Excellent communication and negotiation
Languages
English
Proficient (C2)
C2
Shona
Native
Native
Ndebele
Proficient (C2)
C2
Certification
CPR, ACCIDENT AND EMERGENCY CARE COURSE BASIC-MARS 2024
Accomplishments
SERVICE EXCELLENCE AWARD 2024-FBC BANK (Victoria Falls Branch)
Affiliations
Digital Champion FBC (Vic Falls branch)
References
References available upon request.
Timeline
Customer Relationship Officer (Grade 8)
FBC BANK
12.2022 - Current
Chief Teller (Grade 7)
FBC BANK
06.2021 - 11.2022
Information Officer (Grade 7)
FBC BANK
08.2020 - 05.2021
Back Office Clerk (Grade 5)
FBC BANK
05.2018 - 10.2019
Shift Manager Trainee
Simbisa Brands (Southern Region)
03.2018 - 04.2018
Sales Consultant/ Underwriter
ZB Financial Holdings
10.2016 - 07.2017
Statistics and Accounting Clerk-Attachee
Simbisa Brands (Southern Region)
02.2013 - 06.2014
Bachelor of Commerce Honours Degree in Economics - Economics
MIDLANDS STATE UNIVERSITY 2010-2015 Pass 2.2
Some College (No Degree) -
Foundation College (2007-2008) A Level Pass
Some College (No Degree) -
Fatima High School (2005-2006) Olevel 9 Subjects