Loise L.
Mid-Level Banking Customer Service Specialist
Open to offersNew to PlatformAbout
Loise L. is an experienced client services professional with over six years in the banking sector, specializing in customer support, digital engagement, and complaint resolution. At NCBA Bank Kenya, she has excelled as a Front Office Agent, Social Media and Call Center Officer, managing high volumes of customer inquiries across digital channels, tracking and escalating complaints for timely closure, and maintaining adherence to strict KYC and compliance standards. Her work involves preparing feedback reports for service improvement and supporting the adoption of digital banking services. With additional experience in sales across telecom and media, Loise holds a Bachelor of Economics and is advancing her expertise through a Certified Investment and Financial Analyst program, demonstrating a strong foundation in audit compliance and process optimization within financial services.
Experience
Front Office Agent, Social media
NCBA Bank Kenya · 2021 — PresentAddress customer inquiries through social media platforms, including Facebook, Twitter, and Instagram, as well as via email, ensuring timely and accurate responses. Manage client complaints by escalating and tracking them for closure within set timelines to minimize repeat issues. Analyze digital customer feedback and compile reports aimed at enhancing service delivery. Facilitate the adoption of digital banking services while upholding KYC and regulatory compliance standards in all client interactions.Call Center Officer
NCBA Bank Kenya · 2019 — 2021Managed both inbound and outbound calls to address queries related to accounts and services. Achieved first-contact resolution for client requests, which helped to lower the number of escalations and boost customer satisfaction. Recorded complaints and ensured follow-up with appropriate teams for accurate and timely resolution. Complied with service-level expectations while adhering to audit and regulatory standards.Sales Executive
Simba Telecom · 2018 — 2019Cultivated and sustained relationships with SME clients by offering customized Safaricom business solutions. Achieved sales targets consistently while providing after-sales support to enhance customer retention.Sales Executive
Motion Pictures Limited · 2017 — 2018Expanded the client base and met sales targets through effective account management and business development strategies for Motion Pictures clients.Intern
Parliament of Kenya · 2015 — 2015Engaged in various supportive tasks during the internship, contributing to the operational functions of the Parliament.
Skills & Expertise
Education
- Bachelor of EconomicsKenyatta University · 2012 — 2016
- Kenya Certificate of Secondary EducationLoreto High School, Limuru · 2008 — 2011
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