Jeanne NISHIMWE
Kigali,Rwanda
Summary
While pursuing my degrees, I effectively balanced my studies with work and other responsibilities, demonstrating my self-motivation, organizational skills, and ability to perform under pressure. I possess a clear, logical thought process with a pragmatic approach to addressing issues and a determination to follow tasks through to their conclusion. I like to work independently or as part of a team. Throughout my entire career, I have worked with an international bank, gaining insights into diversity and cultural competence. In summary, I am dependable, honest, diligent, enthusiastic about learning, and aim to positively contribute to the organization.
Overview
11
11
years of professional experience
Work History
SENIOR RELATIONSHIP OFFICER IN CHARGE OF PAYMENT
EQUITY Bank
04.2024 - Current
- Deliver target and growth of Merchant and Agent recruitment
- Ensure proper Merchant and Agent activation and basic training are properly attended to and conduct regular visits and training to Merchants users
- Manage bank materials, assets and distribution timely
- Promote the bank's corporate image among Bank Merchants
- Manage Merchants relationship and agents and ensure their complaints are sorted on time
- Ensure Bank tools are safely kept and monitored (POS, chargers) & provide needed support on repairs
- Ensuring proper Merchants and Agents files appraisals
- Ensuring proper and timely Merchant files (TAT)
- Ensuring Customer Satisfaction and retention
- Ensuring 100% compliance to the Bank's policy
- To perform Any other duty assigned by the line manager
- Strengthened client relationships by providing personalized financial advice and addressing individual needs.
- Served as a trusted advisor to clients throughout all stages of their financial journeys, helping them achieve their long-term goals.
- Implemented effective sales strategies, resulting in consistently exceeding sales targets and revenue goals.
- Collaborated with internal teams to develop innovative strategies for meeting customer needs.
SENIOR CUSTOMER RELATIONSHIP OFFICER
AB Bank
01.2017 - 04.2023
- Serves as the primary front desk of the image of the bank customer services and assist customers to get all information about the services offered by the Bank and how to benefit them. Assure the good collaboration between a customer and the bank.
- Create and utilize training programs in customer service protocol in both written and visual templates
- Interact firsthand with both satisfied and dissatisfied customers
- Document customer complaints and how they were resolved for future reference
- Create customer satisfaction surveys and programs to enhance customer feedback
- Organizing customer feedback to create a working solution to recurring problems
- Promoting and selling different banking products and services such as current group account, saving accounts, big guarantee etc
- Visiting clients and potential clients to evaluate needs or promote products and services
- Answering client questions about credit terms, products, prices and availability
- Filling of AB BANK contracts documents
Senior Teller
AB Bank
04.2014 - 12.2016
- Work closely with Branch Manager in customer’s accounts transactions and assist customers in checking their account balances, helping them make deposits or withdrawals, or providing access to a safety deposit box.
- Open accounts including savings and checking accounts;
- Processing deposits, withdrawals, transfers and loan payments; prepare cashier’s checks, money orders, travelers checks;
- Grant a customer care and customer’s access to the safety deposit box lobby;
- Helping other tellers solve problems or deal with difficult customers;
- Training and being a mentor for new employees;
- Responsible of shift and end shift drawer accounting, scheduling and evaluation of other tellers.
Education
Master’s in business and administration (MBA) - Project Management
Mount Kenya University
Kigali01.2019
Bachelor of Business Administration - Finance
Kigali Institute of Management
Kigali01.2013
Skills
- Relationship management
- Portfolio management
- Customer service
- Time management
- Attention to detail
- Excellent communication
- Critical thinking
- Customer relationships
Language Proficiency
Kinyarwanda: Fluent
French: Fluent
English: Fluent
Swahili: Good
Training
- AB Bank: Account &Sales Officer 2019
- ACCESSMIND: Customer Service training 2018
- ACCESSMIND: Risk Management &Internal 2018
- ACCESSMIND: Information Security 2018
Timeline
SENIOR RELATIONSHIP OFFICER IN CHARGE OF PAYMENT
EQUITY Bank
04.2024 - Current
SENIOR CUSTOMER RELATIONSHIP OFFICER
AB Bank
01.2017 - 04.2023
Senior Teller
AB Bank
04.2014 - 12.2016
Master’s in business and administration (MBA) - Project Management
Mount Kenya University
Bachelor of Business Administration - Finance
Kigali Institute of Management
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