DIANA MARY WAKONYO MBOGO

• Distribute all campaign leads to sales agents based on language, with 70% conversion
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
• Keep track record of customer enquiry leads from different channels e.g with 100% organic leads from Facebook, WhatsApp, Instagram and company website
• Backed up data daily to prevent undue information loss and coordinated disaster recovery plans
• Maintain flexible schedule and respond to after-hours and weekend emergencies to quickly resolve issues
• Facilitate communication and collaboration across departments
• Follow-up with sales agent regarding leads feedback
• Cross-trained existing employees to maximise team agility and performance.

• Hub Spot CRM Strategy for Forest Hills Real estate
• (Duration 45 days)

Open Issues

• Lack of proper view of sales activities
• Potential lead not linked with HubSpot CRM
• Lack of pop-up reminder for follow-up

Work Scope

• Coordinate meeting with few vendors approaching open issue using consultant
• Organised meetings between vendors, consultant and CEO to see what works well and fair fees for project.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Gathered requirements for ongoing projects and organized details for management use.

Action Solution

• Admin, user and reader to have access to view sales activities
• Potential lead from social media to be linked with HubSpot CRM
• Generate automatic reminder on the page before approaching a new client

Complaint /Request Resolution Officer

• Performing in a structure of L1, L2 & L3 escalation process following the UAE & USA regulatory guidelines for UAE region.
• Provided comprehensive framework of findings, areas of improvements and ensure closure by confirming corrective actions taken by respective channels
• Serving client’s financial requirements, International Funds Transfers while being compliant with Risk Management, Compliance, AML laws and regulations.
• Responsible to serve bank wide clients (Citi-gold Private Client, Citi-gold, Citi-blue segments) in terms of request and complaints; by providing timely, comprehensive framework of solutions and communicating resolution to client(s) through the respective channels of phone, email and online platforms.
• Maintaining 100 % of high service levels to meet clients expectations keeping in mind prevailing competitive environment
• Improve client journey by proactively identifying areas of improvements, identifying repeat request’s and complaint’s Root Cause
• Responsible for ad-hoc operation projects as delegated by CSO Head.

• Mystery caller (10 Days project), Completing 5 calls daily in 24-hour clock and submitting written report detailing service experience after each call
• Interacting with employees over phone to gauge customer service
• Facilitated strategic decision-making by producing accurate QA reports in SAP
• Evaluated calls to assign grades and marked quality level, rejection status or acceptance.

• Maintained all MIS reports regularly, for data retrieval planning and assessment
• Processing of all personal loans, Smart Loans and credit cards, ensuring all collateral files were in order and supporting documents were compliant with necessary requirement to process loan or Credit cards
• Development working relationships with sales teams
• Perform independent check of KYC information provided by sales team
• Due diligence on customer identities to avoid fraud
• Performed credit analysis, evaluating financial status to accurately determine feasibility of loan
• Coordinated up to 100 cases requests simultaneously, managing full application process from enquiry to credit card and loan processing.

• Handled outbound and inbound telephone calls from interested customers
• Contacted private individuals and businesses by telephone to solicit sales
• Established follow-up call systems to effectively resolve complaints and maintain customer loyalty
• Achieved daily performance targets, aiding continued department progression in line with sales goals by making 100 calls per day
• Improved call metric standards to exceed performance KPI targets
• Built strong customer rapport through effective questioning, converting 50% of outbound calls into new business.