Joe Mburu

Customer Experience Executive

• Job Details:Enhanced customer satisfaction and loyalty by consistently meeting and surpassing KPIs for customer retention, complaint resolution, and cross-selling. Spearheaded a project to reduce response times for live chat inquiries by 20%, improving overall customer satisfaction ratings. Delivered tailored solutions based on individual customer needs, driving sales through personalized product recommendations. Trained and mentored new customer service staff.

Credit Officer

• Job Details:Conducted comprehensive credit assessments for clients, ensuring loans were approved responsibly while maintaining a default rate below 5%. Streamlined loan disbursement procedures, reducing processing times by 15%. Collaborated with cross-functional teams to introduce new financial products.

Business Development Officer

• Job Details:Led strategic outreach initiatives that grew the client base by 20% within the first year by offering tailored financial services to women entrepreneurs. Conducted group training sessions on financial literacy and loan management.