Experienced client relations professional. Onboarding, KYC, EDD, and human resource operations skills for national and international individuals. Exemplary people skills and love working with a diverse team.
Kenya
Join Canva, Ms. Office, Google Workspace, ClickUp, Trello, Zendesk, Jira, TalkDesk, Notion
April 2023 - Present
Remote
Process quotes for new clients, and employee verification according to different state laws
Responsible for coordination efforts with Accounting and Tax teams to coordinate payroll corrections and amendments
Ensuring all aspects of the payroll cycle, including tax, benefits, wage attachment, etc. are processed, reconciled, audited, and transmitted accurately and timely
Monitor and implement statutory updates for regulations relating to payroll and time tracking
Create custom reports and analyze large amounts of information to support mandatory reporting, day-to-day, and ad hoc business needs.
Solve any client problems that may arise during the onboarding stage and collaborate closely with internal teams such as Sales, Support, Operations, Product, and Engineering to deliver outstanding customer experience. To continuously improve the onboarding process
November 2021 - May 2023
Remote
Overall Purpose: Support the business to mitigate litigation risks via user protection services
Additional role to the Customer Care Representative duties.
Provide frontline user protection support for Sendwave app users.
Constantly monitor the domain of App users to ensure protection against fraud-linked losses.
Handle outbound calls during my shift
Mark scam victims & confirmed fraudster accounts
Report all the new or reoccurring fraud trends (Fraud trends)
Perform landmark verifications, ID verifications, IP checks, and card verifications among other person identification verifications
Support users having difficulties using the app or having questions or concerns regarding our services.
May 2021 - Nov 2021
Remote
December 2022 - March 2023
Remote
Effective operations of Company People & Culture activities to support management including on-boarding and or off-boarding
Contribute to the development of a robust culture through role modeling the company values and the behaviors which drive our culture
Engaging with the teams, motivating them, and helping to raise performance levels
Aiding in the hiring process, which includes coordinating and posting job posts, reviewing resumes, and performing job interviews where necessary
Ensuring new hire paperwork is completed and processed
Ensuring culture & engagement projects are implemented, reviewed and improved according to trends
March 2022 - October 2022
Remote
Recruitment & onboarding of interns.
Experiment & implement diverse techniques and opportunities to enroll students & freshers for training & internship program
Work with the digital marketing team to host webinars for the students and freshers
Research and analysis of modern HR practices like Agile HR
March 2021 - May 2021
Nairobi, Kenya
Offer the most efficient client service to clients living in the Diaspora.
Captured all queries (including verbal, written, telephone, e-mail etc.) on the bank's query logging system
When directly receiving customer inquiries, attempted to solve the inquiry in the first instance by using the bank's systems.
Explained to customers the process flows for all their requests, including timelines and requirements expected from the Bank and client
Explained the bank's procedures, security requirements (such as the requirement to provide sufficient identifying information when carrying out a transaction) as well as services to customers
Resolved queries – escalate where unable to respond to the Client Service Manager
Informed customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.
January 2019 - June 2020
Nairobi, Kenya
Hurlingham Branch
Overall Purpose: Responsible for delivering customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures
Sensitized and marketed to clients on the various products of the bank, including; personal internet, mobile, and business internet banking, and encourage them to utilize these services
Paid cash against general ledger accounts
Handled Foreign exchange (purchase or sale)
Handled local and international funds transfers
Ensured all customers are served promptly
Balanced daily transactions
Handled customer queries end to end.
August 2018 - December 2018
Nairobi, Kenya
Worked on customer case leads and making calls for requests for information that is missing
Helped process clients' closing balances for reconciliations, reporting, and cheque requests
Answered and managed incoming and outgoing calls while recording accurate messages
Obtained signatures for financial documents
Used the Sybrin, FCR, FCC, and salesforce systems
2021 - 2023
2014 - 2020
2014 - 2018
Experienced client relations professional. Onboarding, KYC, EDD, and human resource operations skills for national and international individuals. Exemplary people skills and love working with a diverse team.
Kenya
Join Canva, Ms. Office, Google Workspace, ClickUp, Trello, Zendesk, Jira, TalkDesk, Notion
April 2023 - Present
Remote
Process quotes for new clients, and employee verification according to different state laws
Responsible for coordination efforts with Accounting and Tax teams to coordinate payroll corrections and amendments
Ensuring all aspects of the payroll cycle, including tax, benefits, wage attachment, etc. are processed, reconciled, audited, and transmitted accurately and timely
Monitor and implement statutory updates for regulations relating to payroll and time tracking
Create custom reports and analyze large amounts of information to support mandatory reporting, day-to-day, and ad hoc business needs.
Solve any client problems that may arise during the onboarding stage and collaborate closely with internal teams such as Sales, Support, Operations, Product, and Engineering to deliver outstanding customer experience. To continuously improve the onboarding process
November 2021 - May 2023
Remote
Overall Purpose: Support the business to mitigate litigation risks via user protection services
Additional role to the Customer Care Representative duties.
Provide frontline user protection support for Sendwave app users.
Constantly monitor the domain of App users to ensure protection against fraud-linked losses.
Handle outbound calls during my shift
Mark scam victims & confirmed fraudster accounts
Report all the new or reoccurring fraud trends (Fraud trends)
Perform landmark verifications, ID verifications, IP checks, and card verifications among other person identification verifications
Support users having difficulties using the app or having questions or concerns regarding our services.
May 2021 - Nov 2021
Remote
December 2022 - March 2023
Remote
Effective operations of Company People & Culture activities to support management including on-boarding and or off-boarding
Contribute to the development of a robust culture through role modeling the company values and the behaviors which drive our culture
Engaging with the teams, motivating them, and helping to raise performance levels
Aiding in the hiring process, which includes coordinating and posting job posts, reviewing resumes, and performing job interviews where necessary
Ensuring new hire paperwork is completed and processed
Ensuring culture & engagement projects are implemented, reviewed and improved according to trends
March 2022 - October 2022
Remote
Recruitment & onboarding of interns.
Experiment & implement diverse techniques and opportunities to enroll students & freshers for training & internship program
Work with the digital marketing team to host webinars for the students and freshers
Research and analysis of modern HR practices like Agile HR
March 2021 - May 2021
Nairobi, Kenya
Offer the most efficient client service to clients living in the Diaspora.
Captured all queries (including verbal, written, telephone, e-mail etc.) on the bank's query logging system
When directly receiving customer inquiries, attempted to solve the inquiry in the first instance by using the bank's systems.
Explained to customers the process flows for all their requests, including timelines and requirements expected from the Bank and client
Explained the bank's procedures, security requirements (such as the requirement to provide sufficient identifying information when carrying out a transaction) as well as services to customers
Resolved queries – escalate where unable to respond to the Client Service Manager
Informed customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.
January 2019 - June 2020
Nairobi, Kenya
Hurlingham Branch
Overall Purpose: Responsible for delivering customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures
Sensitized and marketed to clients on the various products of the bank, including; personal internet, mobile, and business internet banking, and encourage them to utilize these services
Paid cash against general ledger accounts
Handled Foreign exchange (purchase or sale)
Handled local and international funds transfers
Ensured all customers are served promptly
Balanced daily transactions
Handled customer queries end to end.
August 2018 - December 2018
Nairobi, Kenya
Worked on customer case leads and making calls for requests for information that is missing
Helped process clients' closing balances for reconciliations, reporting, and cheque requests
Answered and managed incoming and outgoing calls while recording accurate messages
Obtained signatures for financial documents
Used the Sybrin, FCR, FCC, and salesforce systems
2021 - 2023
2014 - 2020
2014 - 2018