PETER EKIRAPA
Nairobi
Summary
Knowledgeable and dedicated compliance and customer experience professional with extensive experience in financial services industry. Adept at maintaining customer satisfaction and contributing to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Lead
Absa Bank of Kenya PLC
05.2014 - Current
- Treasury / ATM Business Management; Joint custody of the note reserve, maintain control of outlet cash holdings in line with laid down guidelines
- ATM Business Management/Reconciliation duties; Manage ATMs attached to the outlet and monitor operations, reporting any breakdowns to technicians and service providers
- Sales and Service; Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards, deal with handling complaints in the Banking Hall
- Customer Service; Participate in the branch sales initiatives by effective lead generation, Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit
- Ensure compliance with operational risk & rigour requirements e.g
- Health & Safety standards, security of premises, etc… Comply with all relevant legislation e.g
- KYC, banking code, service standards, fraud prevention and money laundering procedures
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards
- Understand and manage risks and risk events (incidents) relevant to the role.
- Documented customer interactions in internal database to maintain customer service history details.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and team productivity by promoting operational best practices.
Field Supervisor
African Cotton Industries Ltd
04.2013 - 08.2013
- Coordinated the delivery of sanitary towels at designated District Education offices by Field Assistants
- Ensured full documentation for the delivery of sanitary towels to school representatives at designated District Education Offices by Field Assistants
- Liaised with trainers of school representatives on the proper use of sanitary towels by primary school girls
- Filed daily reports after each delivery to the field manager.
- Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
- Devised routing plans and schedules to facilitate safe and timely delivery of goods.
- Developed and implemented strategies to reduce costs and improve quality of service.
- Coordinated shipments and tracked progress to facilitate timely delivery.
Intern – Human Resource and Administration Department
Laptrust Administration Services Ltd
04.2012 - 07.2012
- Prepared project presentations and reports to assist senior staff.
- Collected, arranged, and input information into database system.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Sorted and organized files, spreadsheets, and reports.
Education
MBA Procurement and Supply Chain Management - Supply Chain Management
KCA University
Nairobi12.2022
Bachelor of Commerce - Business Administration -
Strathmore University
Nairobi06.2013
K.C.S.E -
Nairobi School
Nairobi10.2008
K.C.P.E -
Marell Academy
Bungoma10.2004
International Computer Driving License (ICDL) -
Institute of Advanced Technology
Nairobi09.2009
Skills
- Customer Relationship Management (CRM)
- Customer Lifecycle Management (CLM)
- Supply Chain Management
- Logistics, Warehousing and Distribution
- Regulatory Compliance
- Teamwork and Collaboration
- Risk Management
- Team Management
- Data-driven decision-making
- CRM Software
References
- Mr. John Ngunyu, Branch Manager, Absa Bank Kenya PLC, john.ngunyu@absa.africa, +254 720 971 190.
- Dr. Jackson Ndolo Muthini, Senior Lecturer, KCA University, jndolo@kcau.ac.ke, +254 723 699 889.
- Mr. Fredrick Okoth, Customer Experience Executive, Absa Bank Kenya PLC, fredrick.okoth@absa.africa, +254 111241367.
Certification
Sustainability and Climate Finance - Kenya Bankers Association
Timeline
Customer Experience Lead
Absa Bank of Kenya PLC
05.2014 - Current
Field Supervisor
African Cotton Industries Ltd
04.2013 - 08.2013
Intern – Human Resource and Administration Department
Laptrust Administration Services Ltd
04.2012 - 07.2012
MBA Procurement and Supply Chain Management - Supply Chain Management
KCA University
Bachelor of Commerce - Business Administration -
Strathmore University
K.C.S.E -
Nairobi School
K.C.P.E -
Marell Academy
International Computer Driving License (ICDL) -
Institute of Advanced Technology
Sustainability and Climate Finance - Kenya Bankers Association
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