CREAVIN ISIGI OMBWAVO

Responded to a high volume of customer queries daily across calls, emails, Twitter, WhatsApp, and Facebook, effectively resolving issues related to account opening, transactions, and statements.

Successfully cross-sold and up-sold additional banking services and products, identifying customer needs to offer greater value and complementary solutions, contributing to revenue growth.

Maintained accurate customer data by meticulously logging and storing contact information, transaction history, billing preferences, and feedback, improving data integrity and future service efficiency.

Managed inbound and outbound calls efficiently, ensuring timely resolution of inquiries and maintaining high standards of customer service and satisfaction.

Proactively identified customer needs through clarifying information and conducting thorough research to provide effective solutions and alternatives, enhancing problem-solving capabilities.

Opened a significant number of new accounts for clients, directly contributing to the branch's growth targets and expanding the bank's customer base.

Registered and onboarded new clients onto various digital banking platforms, including Equity Online and Chatbanking, substantially increasing digital service utilization rates.

Trained clients on effective utilization of diverse bank products and mobile banking channels (Equity Mobile App, online mobile banking, Equitel SIM cards, USSD registration), improving product engagement and user proficiency.

Managed the issuance of Equitel SIM cards and USSD registration, facilitating seamless access to mobile banking services for new and existing customers.

Contributed to fraud prevention efforts by educating customers on security best practices and implementing fraud management protocols, safeguarding client assets and enhancing trust.

Registered a high volume of Elimu and Wings to Fly scholarship applicants into the Data Management and Information Systems (DMIS), ensuring accurate and timely record-keeping.

Conducted and coordinated field visits and interviews for scholarship applicants, contributing to comprehensive assessment processes and selection efficiency.

Compiled detailed back-to-office reports from fieldwork and performed data analysis to support strategic decision-making for scholarship programs and identify key trends.

Provided mentorship to scholars through regular school visits and active participation in leadership and academic congresses, fostering personal and academic growth.

Analyzed academic report forms for scholars to identify educational need gaps, facilitating targeted support and intervention strategies to improve academic outcomes.