Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Disclaimer
Generic

Isaac Ochieng

Dubai

Summary

I am a diligent call center representative with 5 years banking experience and proven ability to manage customer interactions and resolve issues efficiently as per banks policies and procedures.

Overview

11
11
years of professional experience

Work History

Call Center Executive

International Motoring Club
01.2024 - Current
  • Resolved customer complaints in a timely and effective manner, resulting in increase in customer satisfaction score.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Excelled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
  • Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.

Call Center Representative

Standard Bank Group
09.2018 - 12.2023
  • Work with and advise customers in opening accounts and verifying transactions/call-backs.
  • Handled cash, cheques and cash equivalence, daily reconciliation of bank assets and vault and cash deposit machines.
  • Cross sell and upsell different bank products.
  • As a co-custodian of bank assets and head teller, I ensured safe custody of vault and reconciliation of CDM machines.
  • Collect, collate and update customer information and input data into the system, ensuring confidentiality at all times.
  • Liaise with new bank customers and potential customers to explain all the services and features the bank has to offer.
  • Place phone calls to current bank customers regarding account changes or suggested options.
  • Processed transfers check cashing, deposits, withdrawals, etc.
  • For drive-through or walk-in customers.
  • Assisted customers in opening checking or savings accounts.
  • Encouraged customers to sign up for bank credit/debit card for ease of use.

Call Center Agent

Equity Bank Group
01.2015 - 11.2018
  • Dealt with customer queries including routine issues relating to debit and credit cards, savings and loan account balances, inter account transfers ensuring prompt resolution.
  • Safe custody of bank assets including cash and safe custody of vault.
  • Proactively contacted the existing customers to cross sell new bank products and migrate customers to new digital platforms.
  • Ensured proper customer cash handling within the agreed limits and enhanced customer due diligence when handling large cash transactions.
  • Applied different communication tools to handle both inbound and outbound calls to assist customers promptly.
  • Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.

Education

Bachelor of Arts - Economics & Statistics

University of Nairobi
Nairobi, Kenya
12.2014

Associate of Arts - Accounting

Kenya College of Accounting
12.2012

Associate of Arts - Computer Studies

African Institute of Research and Tech-Sch. Of Computer Studies
11.2010

Skills

  • Timely resolution of customer queries such as account balance queries, inter-account transfers, mobile banking queries
  • Account opening, documentation and enhanced customer due diligence
  • Reconciliations- Bank recon, Vendor recons, ATM and CDM reconciliations
  • Knowledge of bank's products including savings accounts, current accounts, call deposit accounts as well as customer segmentation
  • Cash handling, end of day balancing and management
  • Client relations management
  • ICT Competence: Good knowledge of MS office suite and MS Excel
  • Forex transactions handling and related compliance
  • Teller operations and safe custody of bank assets
  • Maintain Clean desk policy and effective customer service
  • Handling of dormant and inactive accounts
  • Compliance monitoring on large cash transactions
  • CRM software
  • Script adherence, and compliance with banks procedures and processes
  • Language proficiency in English and Arabic

LANGUAGES

Fluent in English
Fluent in Swahili
Intermediate in Arabic
Intermediate in French

Timeline

Call Center Executive

International Motoring Club
01.2024 - Current

Call Center Representative

Standard Bank Group
09.2018 - 12.2023

Call Center Agent

Equity Bank Group
01.2015 - 11.2018

Associate of Arts - Accounting

Kenya College of Accounting

Associate of Arts - Computer Studies

African Institute of Research and Tech-Sch. Of Computer Studies

Bachelor of Arts - Economics & Statistics

University of Nairobi

Disclaimer

Signed: Isaac Ochieng.

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