Fridah Nkatha Mugambi

Executive Partner

Athena

Nov 2023 - Current (3 years)

• Provided high-level administrative support to the CEO, ensuring calendar optimisation and seamless coordination across executive, investor, and internal meetings.
• Coordinated complex travel logistics, including flights, ground transportation, and accommodation, in collaboration with internal travel teams.
• Managed confidential personal matters such as apartment lease renewals, insurance, and children's programme enrolments (e.g. summer camps), ensuring discretion and accuracy.
• Acted as the primary liaison between the CEO and stakeholders, maintaining effective communication across executive presence.
• Delivered extensive administrative support to C-level executives, managing scheduling, travel arrang

H

Hybrid Customer Support Representative

Dec 2022 - Jun 2023 (7 months)

• Providing back-office support, including handling incoming and outgoing calls, receiving, and replying or forwarding texts and emails in line with communication guidelines, policies, and protocols.
• Analyzing and identifying patterns in user feedback and translating them into suggestions for improving user experience and service delivery.
• Identifying major issues affecting users and advocating for timely and effective resolution to improve user experience.
• Reviewing AML/KYC user patterns and evaluating suspicious transactions and escalating where appropriate.
• Generating daily, weekly, and monthly user experience reports and presenting them to management and line managers to facilitate strategic plan

LUHS Customer Support Representative

Sendwave

Nov 2021 - Nov 2022 (1 year 1 month)

• Participated in regular trainings and team meetings to • improve customer service delivery and process improvements. • Engaged with high volume of inbound leads, providing solutions for new prospects from inquiry to close to grow company customer base and drive attainment of revenue goals. • Developed and maintained high level of knowledge related to mobile remittance services, user life and distribution to improve customer relations and service delivery. • Provided back-office support, including handling incoming and outgoing calls, receiving, and replying or forwarding texts and emails in line with communication guidelines, policies and protocols. • Implemented process improvement to shape organizational operations, optimize proce

E

Accounts Opening Supervisor

Equity Bank (Kenya) Limited

Mar 2016 - Jan 2021 (4 years 11 months)

• Championed Bank's strategy for opening of accounts and cross and upsold products at branch level to drive attainment of set objectives.
• Monitored receivables and daily excesses and made daily collection calls, updating customer records as per internal database management protocols and guidelines.
• Ensured adherence to KYC/AML and internal compliance requirements when opening accounts through policy implementation and supervision.
• Reconciled misplaced transactions to personal and business accounts and ledgers to aid accounts management.
• Oversaw oversight of all daily activities and transactions, ensuring compliance with set service standards, policies, and guidelines.
• Implemented a comprehensive accou

E

Merchant Acquiring Supervisor

Equity Bank (Kenya) Limited

Sep 2015 - Jan 2016 (5 months)

• Managed the merchant on-boarding process and liaised with internal departments and relationship managers to ensure fulfillment and installation of terminals at various places of business and integration with the bank's internal systems.
• Took responsibility for all escalated enquiries and complaints, ensuring timely handling or escalation to improve customer satisfaction.
• Oversaw 360-degree relationship management, including facilitating the compilation of customer data to enable other departments to obtain a better understanding of customers' needs, behaviors, and wants.
• Collaborated with management and staff to set goals, determine organizational needs, and drive the company's corporate relations goals.

E

Mobile Virtual Network Operator Champion

Equity Bank (Kenya) Limited

Jun 2014 - Aug 2015 (1 year 3 months)

• Managed on-boarding and linkage of customers and staff contacts to bank's new telecom system, Equitel. • Handled telecommunication enquiries as first escalation point, ensuring effective resolution and escalation of customer issues. • Engaged with customers to better understand needs and deliver excellent services and develop effective communication and corporate relations plans and activities. Juja • Successfully on-boarded highest number of customers for bank in 2014, and generated several internal referrals and upsell opportunities.

E

Customer Service/ Relationship Officer (Cash)

Equity Bank (Kenya) Limited

Oct 2012 - Apr 2014 (1 year 7 months)

• • Built and maintained relationships with frequent customers of branch. • Assisted customers in person and over phone with ATM use, validated deposit and withdrawal slips, bank cheques, ordered bank cards, and issued and regenerated PINs. • Processed new Internet Banking and Orange Money applications, ensuring compliance with Bank's policies and guidelines. • Assisted with and referred complex enquiries to product specialists to ensure timely resolution and improve customer satisfaction. • Managed and reconciled cash and cheque drawer at start and end of each day as per Bank's policies and guidelines. • Performed KYC checks on customers, prior to assisting with deposit and withdrawal requests, and recorded all transactions promptly

Fridah Nkatha Mugambi

About

Detail

Timeline

Résumé

Fridah Nkatha Mugambi

About

Detail

Behavioral traits