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
Nairobi
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
Nairobi
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
Nairobi
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
Nairobi
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