Selijah Odundo
Jacksonville,FL
Summary
Experienced Certified Nursing Assistant skilled in providing comprehensive patient support and care. Committed to ongoing professional development and expanding treatment knowledge through hands-on learning. Demonstrates exceptional problem-solving and crisis management abilities while maintaining a calm and composed demeanor in emergency situations.
Overview
26
26
years of professional experience
Work History
Customer Service Specialist
ABSA Bank
01.2007 - 10.2024
- Developed a customer service training program that improved customer service agents' ability to handle customer inquiries
- Coordinated all training for the customer service team
- Maintained accurate training records and documentation
- Implemented a system of tracking of attendance of all trainings within Contact Centre
- Collaborated with subject matter experts to design and develop training materials to address identified needs for customer service
- Trained customer service agents on the latest customer service best practices, resulting in a decrease in customer escalations
- Developed a comprehensive training program tailored to the specific needs of the contact center covering topics such as communication skills, product knowledge, company policies, and procedures
- Provided one-on-one coaching sessions for agents to address individual performance gaps, offered feedback, guidance, and support to help agents improve their skills and meet performance targets
- This includes keeping track of participants' attendance and attestations that are checked during an audit
- Conducted engaging and interactive training sessions for new agents as well as ongoing training for existing agents in person and through virtual platforms
- Utilized skills transmitted to colleagues over the years and incorporated these colleagues to train one another through innovation of the Customer Service Nuggets interactions through WhatsApp & emails
- Played a critical role in identifying opportunities for automation within the Customer contact centre to improve customer efficiency
- Identified areas where improvements can be made when testing
- Trained team members on changes & upgrades on products/systems before any launch
Contact Centre Team Leader
ABSA Bank
01.2007 - 12.2021
- Quality monitoring through active listening of calls
- Populate on agent scorecards results from the Quality analysis
- Provide feedback to the agents on the calls sampled
- Ensure agents to attest the scorecard as evidence of having been given feedback
- Compile management information on quality monitoring
- Responsible for checking the quality of cases logged, and confirming case details logged on the system tally with the call details for the calls sampled
- Carry out assigned snap-checks promptly keen to notice any exceptions in the process
- Executing Contact Centre core skills training programs with an emphasis on essential soft skills, product awareness, controls, and processes
- Implement a system of tracking attendance of training within the Contact Centre
- Ensure all new agents have gone through the induction training and attested before being allowed to handle calls
- Identifying and addressing training gaps within the team
- Ensure a succession plan is in place
- Ensure support in the achievement of a 100% satisfactory audit
- Review snap checks allocated ensuring working papers are sufficiently detailed, signed off, and dated by the checker
- Improve self-knowledge in processes and compliance issues by ensuring all mandatory training is completed by the deadline
- Adhere to policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management
- Report all risk events/incidents/issues using the defined process for my business area and help to understand why these happened and how to prevent them in the future
ELECTRONIC BANKING SUPPORT
Ecobank Kenya
01.2006 - 12.2006
- Develop Electronic Banking products like Internet banking and Mobile banking
- Provide Electronic Banking support to Wholesale and Retail customers
- Provide training to all Ecobank Staff on Transaction Banking products to help them meet their targets
- Identifying Transaction Banking suppliers and ensuring they adhere to the SLAs
- Carry out Market Intelligence on all Transaction Banking Products
- Compile weekly reports on all Transaction Banking Products and send them to Ecobank Group
DISTRIBUTOR ACCOUNT
CELTEL KENYA LIMITED
01.2000 - 12.2005
- Ensuring availability of the company's products and services in the area at all times and effectively aligning Dealer distribution to meet the retail objectives
- Prepare, plan, and execute area sales programs aimed at market penetration, and availability of the company products and services at all times within the area
- Effective implementation of the distribution strategy in the trade to grow sales within the assigned area
- Ensure achievement of set targets i.e
- Monthly, quarterly, and annually
- Ensure internal collaboration, teamwork development, and implementation of key management and sales routines
- Ensure retail shops are well branded to create awareness
- Ensure that stores are well stocked and sell at recommended sales prices
- Training of sales casuals on FMCG products
AUDITOR
JOHNSON OSORO& COMPANY
04.1999 - 12.1999
- Preparing financial statements for various companies
- Auditing books for organizations such as KTDA, Goldwings, etc
- Caring out the abstract of accounts
- Preparing payment vouchers for suppliers and staff
- Handling petty cash
- Data entry on all purchases and supplies done by the company
Education
Certified Nursing Assistant -
Acumen CNA Training
Jacksonville, FL02-2025
Business Intelligence -
Strathmore University
Nairobi, Kenya03-2024
Certificate - Financial Innovation Programme - Business Intelligence
Strathmore University
Nairobi,Kenya01.2024
Bachelor of Commerce - Accounting And Auditing
Shivaji University
Kholapur,India01.1999
Kenya Certificate Secondary Education -
St Francis Rang'ala Girls High School
Nairobi ,Kenya01.1994
Skills
- Communication Skills
- Reliable team player
- Bathing assistance
- Compassionate
- Basic life support
- Dressing assistance
- Safety precautions
- CNA certification
- Feeding assistance
- Positioning patients
- Transfer techniques
- Urinary catheter care
- Ambulation assistance
- Indirect patient care
- Intake recording
- Range of motion exercises
- Collecting vital signs
Timeline
Customer Service Specialist
ABSA Bank
01.2007 - 10.2024
Contact Centre Team Leader
ABSA Bank
01.2007 - 12.2021
ELECTRONIC BANKING SUPPORT
Ecobank Kenya
01.2006 - 12.2006
DISTRIBUTOR ACCOUNT
CELTEL KENYA LIMITED
01.2000 - 12.2005
AUDITOR
JOHNSON OSORO& COMPANY
04.1999 - 12.1999
Certified Nursing Assistant -
Acumen CNA Training
Business Intelligence -
Strathmore University
Certificate - Financial Innovation Programme - Business Intelligence
Strathmore University
Bachelor of Commerce - Accounting And Auditing
Shivaji University
Kenya Certificate Secondary Education -
St Francis Rang'ala Girls High School
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