NICHOLAS NGIGE

Supervised operations team to support operational excellence and excellent customer service.

• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
• Communicated with customers to assess satisfaction with products and services received.
• Developed and maintain operational guidelines for staff.
• Monitored inventory and approved reorders of stock to secure necessary resources and meet customer demand.
• Monitored key performance metrics to identify areas for improvement.
• Developed systems and procedures to improve operational quality and team efficiency.
• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Monitored employee productivity and optimized procedures to reduce costs.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Trained new employees on proper protocols and customer service standards.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Trained and guided team members to maintain high productivity and performance metrics.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Interacted well with customers to build connections and nurture relationships.
• Reported issues to higher management with great detail.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Mitigated business risks by working closely with staff members and assessing performance.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Releasing all commercial TTs through WUPS (WESTERN UNION BUSINESS SOLUTIONS)
• Own and manage the customer complaint end to end process ensuring the provision of seamless world class customer service
• Listening to customer requirements and presenting appropriately to make a sale, Own and manage customer queries and complaints by taking ownership and resolving in a timely manner
• Maintaining and developing relationships with existing customers in person via telephone calls and emails.
• Operations duties & roles to ensure AML compliance Customer retentions
• Listening to customer requirements and presenting appropriately to make a sale.
• Own and manage customer queries and complaints by taking ownership and resolving in a timely manner
• Encoding the best money transfer rates(remittance) in the system based on the prevailing market rate
• Buying and selling of currencies globally to partners
• Verifying and authorizing dealing entries in the system
• Coordinated with General Manager in different operational issues and promotional activities
• Supervised operations team to support operational excellence and excellent customer service
• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
• Communicated with customers to assess satisfaction with products and services received
• Developed and maintain operational guidelines for staff
• Stayed up-to-date with industry trends and best practices to improve skills and organizational operations
• Trained and guided team members to maintain high productivity and performance metrics
• Interacted well with customers to build connections and nurture relationships
• Coordinated with General Manager in different operational issues and promotional activities.

• Managed daily bank operations by processing customer transactions and providing exceptional customer service.
• Mentored and trained new tellers on bank procedures and customer service standards.
• Recognized and prevented fraudulent activities and suspicious transactions.
• Answered inquiries regarding checking and savings accounts and other related products.
• Enforced compliance with bank regulations and policies to reduce financial risks.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Replenished ATM funds in empty canisters prior to validation process.
• Introduced customers to other bank team members to help meet financial needs.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Created teller schedule to keep weekly and weekend shifts properly staffed.
• Mentored newly hired team members on appropriate responses to patron questions.
• Developed and implemented innovative strategies to improve customer satisfaction and increase sales.
• Maintained friendly and professional customer interactions.
• Assisted customers with banking needs and inquiries.
• Educated customers on online banking and mobile banking applications.
• Processed wide variety of retail banking transactions for personal and commercial customers.
• Handled various accounting transactions.
• Executed wire transfers, stop payments and account transfers.
• Established rapport with new clients to increase satisfaction and loyalty.
• Referred customers to other banking departments for specialized services.
• Monitored and verified suspicious activity on customer accounts.
• Trained new hires on customer service policies and procedures.
• Cross-sold credit cards, loans and other bank products.
• Processed applications for new accounts.
• Generated monthly reports on customer activity and customer feedback.
• Coordinating Branches on Service

standards

• Wrote and distributed customer correspondence.
• Releasing and authorizing all transactions including commercial TTs
• Branch Business Plans, Forecasts and Recover
• Ensuring that cashiers are not holding excess currencies, cash in their tills-Cash

• Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Counted cash drawers and made bank deposits.
• Promoted bank's products and services by consistently cross-selling to customers.
• Examined tellers' reports of daily transactions for accuracy.
• Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
• Building Relationships & People Management
• ATM Managements
• Company Business Plans
• Analysis & Budgeting Accounts officer
• Securities perfections & Documentation Policies
• Working as a personal assistant to the business manager in lending. Interviewing customers to assess their needs and recommending the right product.
• Visiting customers to assess their level of trading and financial requirements.
• Writing proposals after analyzing customer's accounts, cash flow forecasts and audited accounts to ascertain serviceability.
• Advising customers of acceptable securities to secure their facilities and then preparing documents for creation of charge. Chasing defaulters through demand letters and classifying all the non-performing accounts.
• Through effective banking hall management, ensure that customers are directed to the most appropriate delivery channel to meet their needs e.g. Cashiers, drop ATM etc.
• Own and manage the customer complaint end to end process ensuring the provision of seamless world class customer service.
• Ensure compliance with operations risk and rig our requirements e.g. Health & Safety standards, security of premises, KYC and money laundering.
• Manage the ATM cash supply, maintenance and administration with minimum disruption to ATM uptime. Accountable for the overall management of the vault, branch cash supplies and sorting and repatriating of cash.
• Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
• Counted cash drawers and made bank deposits
• Promoted bank's products and services by consistently cross-selling to customers
• Examined tellers' reports of daily transactions for accuracy
• Researched and resolved customer issues on personal savings, checking, and line of credit accounts