HARRIET LUGALIA
Brisbane,QLD
Summary
Dynamic Customer Service Advisor with a proven track record at ABSA Bank Kenya PLC, enhancing customer satisfaction and driving operational efficiency. Excelled in a high-volume environment, leveraging strong communication and Microsoft Office skills to exceed sales leads targets and improve digital adoption. Achieved notable customer service excellence through effective problem-solving and teamwork.
Overview
9
9
years of professional experience
Work History
CUSTOMER SERVICE ADVISOR
ABSA BANK KENYA PLC
KENYA
01.2015 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- • Responsible for driving Efficiency, Customer Experience, Digital adoption, and
operational rigor within the branch.
• Offering exceptional customer service in the branch network
• Resolve all queries and complaints
• Give leads to the sales team from the customers.
• Process all payments
• Manage debit and credit cards, chequebooks, and other controlled stationery
• Perform teller duties.
• Job shadowing as a personal banker.
• Processing all customers' instructions
• Ensure no revenue leakage by prompt revenue collection as per the ruling Tariff .
• In conjunction with the branch, the team ensures effective management of all
branch costs e.g. utilities, consumables, and repairs.
• Marketing and selling bank products and services to both existing and potential
customers.
• Achieve sales leads targets as well as participate in and lead branch sales
promotions initiatives
• Carry out duties of a teller as per the laid down processes and procedures, and
within set approval limits and TAT
• Process only duly authorized transactions as per the laid down procedure
Education
Bachelor of Science - BUSINESS INFORMATION TECHONOLOGY
KENYA METHODIST UNIVERSITY
KENYA07.2014
KCSE - Kenya Certificate of Secondary Education
St Theresas Eregi Girls High School
KENYA12.2008
Skills
- Call center experience
- Customer Relations
- KPI Monitoring
- SKILLS
Teamwork
Ability to Multitask
Microsoft Office
Adaptability
Customer Service
Computer Skills
Time Management
Communication Skills
Information Technology
Analytical Skills
REFERENCES
REFERENCES
1. HILARY ASAMBA
Branch Operations Manager
ABSA BANK KENYA PLC
Hilary.Asamba@absa.africa
2. Fridah Nyakundi
Stanford University
Fridahnyakundi@gmail.com
3. ROBERT MUTUA MURUNGI
COD, COMPUTER SCIENCE KENYA METHODIST UNIVERISTY
Robert.Murungi@kemu.ac.ke
Timeline
CUSTOMER SERVICE ADVISOR
ABSA BANK KENYA PLC
01.2015 - Current
Bachelor of Science - BUSINESS INFORMATION TECHONOLOGY
KENYA METHODIST UNIVERSITY
KCSE - Kenya Certificate of Secondary Education
St Theresas Eregi Girls High School