CONTACT INFORMATION
NAME
: DANIEL KANG’ETHE
EMAIL ADDRESS
: KAGAIDANIEL@GMAIL.COM
POSTAL ADDRESS
: P.O. Box 684- 00902, KIKUYU
PHONE NUMBER
: 0715463417
PERSONAL STATEMENT
I am a Senior Customer Experience Officer with 7 years experience in bank branch operations. I
am adept at working in a fast-paced environment. I have honed my skills in branch operations
and customer experience having worked as a Senior Customer Experience Officer in one of the
busiest NCBA branches.
WORK EXPERIENCE
JANUARY 2021- JULY 2022 SENIOR CUSTOMER EXPERIENCE OFFICER AT NCBA WABERA BRANCH
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Monitoring customer complaints, checking on the feedback, reviewing and monitoring
to ensure that they are resolved.
Responding to customer inquiries raised via phone, email or any other channels in a
timely and professional manner.
Improving efficiency through checking the customer needs and identifying service
delivery gaps and recommending on improvement areas.
Preparation of branch operation reports on a daily, weekly and monthly basis and
sharing with head office teams.
Liaising with internal and external auditors during their periodic reviews and clearing any
exception items.
Monitor on a regular basis the transactions done at the branch to ensure that any
suspicious transactions are reported as per procedure.
Ensuring that any items on the ageing reports are acted upon within the expected
turnaround time.
Making sure that any outstanding items in the GLs are cleared.
DECEMBER 2017- JANUARY 2021: CUSTOMER EXPERIENCE OFFICER AT NCBA CITY CENTRE BRANCH
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Authorizing customers’ transactions promptly as per the laid down procedures and
turnaround time.
Supervising of tellers and customer service assistants.
Ensuring compliance with operational controls and processes to avoid losses and
prevent fraud arising from operational lapses.
Ensuring proper checks at all times before signing any bank instruments and instructions.
Ensuring that there are no security lapses in the secured area.
MARCH 2015- NOVEMBER 2017: BRANCH OPERATIONS ASSISTANT AT NIC BANK ABC PLACE
BRANCH AND THE MALL WESTLANDS BRANCH
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Receiving, vetting and forwarding application forms for various bank services and
products.
Processing global and local payments.
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Processing of new bank accounts as per procedures and guidelines maintaining TAT.
Daily reconciliation of all customer operating tools.
Offering timely and quality service as stipulated by Bank procedure.
EDUCATIONAL BACKGROUND
YEAR
INSTITUTION
CERTIFICATE
GRADE
2009-2014
KENYATTA UNIVERSITY
BACHELOR
OF
SCIENCE
(STATISTICS AND PROGRAMMING)
MAASAI GROUP OF
SCHOOLS
KENYA
CERTIFICATE
SECONDARY EDUCATION
OF
2007
SECOND CLASS
HONOURS( UPPER
DIVISION)
A-(MINUS)
79
Points
2003-2006
NYERI HIGH SCHOOL
KENYA
CERTIFICATE
SECONDARY EDUCATION
OF
B+ (PLUS)
TRAINING
YEAR
INSTITUTION
CERTIFICATE
APRIL 2018
KENYA INSTITUTE OF
MONETARY STUDIES (KSMS)
VAULT MANAGEMENT AND
CASH IN TRANSIT
AGRICULTURE AND FINANCE
CONSULTANTS (AFC)
CUSTOMER SERVICE AND
CUSTOMER RELATIONSHIP
MANAGEMENT
NOVEMBER 2016
INTERNATIONAL SAFETY
TRAINING CENTRE
FIRE MARSHALS TRAINING
MAY 2015
KENYA INSTITUTE OF BANKERS
CASHIERS’ TRAINING
MAY 2015
LEADERS IN ACTION
CUSTOMER SERVICE THE NIC
WAY
APRIL 2014
KENYATTA UNIVERSITY
TRANSFORMATIONAL
LEADERSHIP SKILLS
SEPTEMBER 2008
LEWISA COLLEGE
COMPUTER PACKAGES
FEBRUARY 2018
SKILLS
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Excellent verbal and written communication skills
Excellent problem solving skills
Ability to handle multiple tasks
Confident and tactful when dealing with customers
Excellent analytical and organizational skills
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Ability to work under pressure and under minimal supervision
Ability to work well with team members
REFEREES
1. Gideon Kamau ,
Assistant Operations Manager- NCBABANK,
P.O. Box 44599-00100,
Nairobi,
Kenya.
Cell: 0725 788 361
2. Dennis Omondi,
Branch Operations Manager- NCBA BANK,
P.O. Box 44599-00100,
Nairobi,
Kenya.
Cell: 0726 102 738
3. John Kamwana
Senior Pastor,
Preachers Church of God Bahati,
P.O. Box 77093-00611,
Nairobi,
Kenya.
Cell: 0722 689 817