Bahati Ndanze

Responsible for coordinating and managing the response to incidents; this involves liaising with various internal and external stakeholders. Track and document incident management procedures and communicate incident updates to relevant parties while implementing incident management plans and overseeing recovery.

Key Achievements

• Managed the execution and monitoring of incident response processes
• Working closely with other departments to handle all customer requests promptly and efficiently
• Ensuring accurate and timely recording and reporting of incidents, as well as coordinating communication amongst all stakeholders
• Collaborating closely with the incident management team to develop strategies for incident prevention and containment
• Coordinating with various departments, developing contingency plans, and collecting data to help prevent future incidents
• Reviewing incident reports to identify trends and recommend process improvements
• Providing input on the development of departmental policies and procedures
• Assisting with the training of new staff on incident response processes and procedures
• Maintaining up-to-date knowledge of industry best practices for incident management

Proactively managed a monthly portfolio of 120 mortgages maturing in an effort to secure renewals. Reviewed borrowers profiles, payments and credit history to determine rate eligibility and negotiate rates with borrowers and brokers. Examine documents and credit bureau to assist in underwriting mortgages to achieve department goals and retention. Developed and maintained relationships with borrowers & brokers.

Key Achievements

• Developed, strengthened and maintained relationship with borrowers to achieve monthly retention level of 80% Managed and promptly responded to phone calls e-mail/mail/fax ensuring customers were promptly attended
• Developed a loyal client base by providing exceptional mortgage advice and financial solutions Consistently provided superior responsive execution and delivery of client transactions/requests
• Reviewed all documents for accuracy and managed all insurance forms
• Achieved all specified departmental and individual performance goals and objectives regarding various renewal types Identified cross sell opportunities in order to increase revenue
• Performed routine data entry or document management

Delivered skilled language abilities, while addressing clients, brokers, and lawyer’s needs in accordance with Home Trust Company’s values. Accessing and reviewing client accounts to provide payment arrangements, mortgage balance inquiries, fees, refinancing/second mortgage options, and property tax balances.

Key Achievements

• Provided optimum servicing of the current client base by promptly and accurately responding to customer inquiries on a variety of complex problems
• Investigated arising issues with clients’ accounts and provided solutions using company software such as TECHOM, CRM and SA.

Delivered outstanding service and effectively communicated with customers to assess needs and deliver recommendations on service needs, deliver lead times, product availability, ship dates, traced shipments, and provided proof of delivery. Collaboratively worked across multiple departments and maintained in-depth product knowledge to advance organizational objectives

Key Achievements

• Performed multiple administrative functions and held sole responsibility to process return authorizations, and product service reports within two days of receipt to ensure timely resolution, closure, and customer satisfaction
• Provided accurate timely flow of information, coordinated incoming/outgoing mail, faxes, and emails for proper disbursement and follow through

Worked collaboratively across multiple departments to ensure customer satisfaction regarding service delivery, order coordination, and timely order completion.

Key Achievements

• Held responsibility to build strong customer relations, handled escalated issues and forwarded to management if needed, and ensured trouble tickets were resolved expeditiously
• Provided diverse administrative procedures and utilized computer and technology skills such as Microsoft Word and Excel to effectively perform accurate data entry and correspond with clients