Peris Kamau

Manage and grow key accounts, building long-term relationships with clients, and identifying opportunities for upselling and cross-selling.
Identify opportunities for campaigns, services, and distribution for channels that will lead to an increase in sales.
Provide exceptional customer experience and engage with customers to tailor advice and recommendations.
Adept with managing customer service operations and providing proactive customer engagement through reviewing customer issues and proactively recommending solutions tailored to suit their needs.
Develop and implement account plans to grow and retain client relationships
Effectively communicate with customers to provide timely and accurate information.
Prospect new clients and develop strategies to increase sales and market share.
Ensure compliance with customer care and bank operations policies and procedures

Communicated directly with customers on the floor, via phone calls, emails, and social media to ensure their banking experience is pleasant, productive, and memorable, and to mediate any situations that may have escalated.
Worked in compliance with high standard company practices and in accordance with brand requirements, to ensure that the Bank’s brand becomes dominant in the Kenyan market.
Ensured compliance with customer care and bank operations policies and procedures, and complied with respective KYC, KYP, and KYT procedures, and been alert at all times to detect unusual or possibly suspicious activity, and report to the Manager.
Utilized interpersonal and communication skills while providing exceptional customer experience and engaging with customers to tailor advice and recommendations.
Ensured the bank Service Level Agreement (SLA) is met and all customer queries and complaints are addressed and resolved, doing a root cause analysis on clients’ complaints and troubleshooting.
Sourced new prospects for business by spreading product awareness and increasing product per per customer for existing clients; Find opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with Business growth of the Bank.
Onboarding new and supporting existing clients on alternate channels mobile and online banking; Participating in user acceptance tests during development for various banking platforms; highlighting trends, suggesting and implementing improvements and feedback to colleagues

Worked as a team of more than 20 staff members as part of a wider busy and efficient call center to provide frontline support for valued customers.
Provided advice, information, and assistance to callers, and attempted to resolve all enquiries on first contact with the caller.
Received and executed client queries and instructions via phone calls, social media, and emails.
Acted as a contact point between the clients and the bank to ensure seamless service is offered and experienced.
Ensured that all telephone calls were answered promptly, and that customer’s queries, requests, and complaints were resolved in line with key targets and company procedures.
Generated and prepared reports showing the daily and weekly performance of the contact center.
Supported administrative functions and contributed to the processing of forms and quotations receiving guests, schedule meetings, and travel for executives.
Answered phones, handled company inquiries.
Employed the company’s call logging software to accurately record calls and issues.
Resolved problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
Participated in meetings and projects to continuously improve processes, tools, systems, and organization.
Proactively sold all Chase Bank products ensuring quality after-sale service.

Ensure Credit card sales: March 2015 - December 2015
Discusses needs and suggests how to meet those needs
Selling credit cards to the wider bank community
Assists clients in resolving complaints about any issues that may arise during the time in the bank ∙ Helps customer make selections by building customer confidence; offering suggestions and opinions
Representing the bank within the wider community and building relevant contacts.