Lucy Mwaniki
Banking,Client service
Mississauga,Ontario
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
10
10
years of post-secondary education
Work History
Manager
House Of Lus Designs
Mombasa, Kenya
08.2018 - Current
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed and motivated employees to be productive and engaged in work.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Operations Manager
NCBA Bank Ltd
Mombasa, Kenya
12.2015 - 01.2018
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Mitigated business risks by working closely with staff members and assessing performance.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained new employees on proper protocols and customer service standards.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Assisstant Operations Manager
NCBA Bank Ltd
Mombasa, Kenya
01.2014 - 12.2015
- Supervised operations team to support operational excellence and excellent customer service.
- Developed and maintain operational guidelines for staff.
- Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Communicated with customers to assess satisfaction with products and services received.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained new employees on proper protocols and customer service standards.
- Reported issues to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Customer Service Officer
NCBA Bank Limited
Mombasa, Kenya
01.2012 - 12.2014
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted company brand and unique offerings through personalized customer service.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Communicated with clients regarding account services, statements, and balances.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Completed data entry to record call notes, suggestions and questions.
- Responded to customer calls and emails to answer questions about products and services.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
Repossessions Officer
NCBA Bank Limited
Nairobi, Kenya
01.2010 - 12.2011
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Repossessing vehicles under defaulted loans.
- Worked closely with external repossession agents.
- Worked closely with the police to track missing vehicles financed by the bank.
Credit Adminstration Officer
NCBA Bank Limited
Nairobi, Kenya
10.2008 - 01.2010
- Recommended approval or disapproval of commercial, real estate or credit loans.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Checked appraisals, title information and insurance documents for each property.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Obtained and interpreted financial statements to assist in credit limit reviews.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Adhered to banking standards and government lending guidelines for loan services.
- Complied with established internal controls and policies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Customer Service Assistant
NCBA Bank Limited
Nairobi , Kenya
10.2006 - 12.2007
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered customer questions about product availability and shipment times.
- Collaborated with other departments to guarantee customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained clean and organized work environment to maintain customer safety.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
Education
Associate of Arts - Counselling Psychology
01.2018 - 07.2023
Counselling Psychology
Bachelor of Arts - Sociology
09.2001 - 12.2005
Skills
Operations management
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager - House Of Lus Designs
08.2018 - Current
Amani Counselling Centre - Associate of Arts, Counselling Psychology
01.2018 - 07.2023
Operations Manager - NCBA Bank Ltd
12.2015 - 01.2018
Assisstant Operations Manager - NCBA Bank Ltd
01.2014 - 12.2015
Customer Service Officer - NCBA Bank Limited
01.2012 - 12.2014
Repossessions Officer - NCBA Bank Limited
01.2010 - 12.2011
Credit Adminstration Officer - NCBA Bank Limited
10.2008 - 01.2010
Customer Service Assistant - NCBA Bank Limited
10.2006 - 12.2007
Moi University - Bachelor of Arts, Sociology
09.2001 - 12.2005
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