Marjorie Nangulu has over 20 years of experience in customer service and operations management at Citibank. She currently serves as the Client Experience Head for Kenya and Uganda, overseeing a team of 10 staff. Some of her responsibilities include managing the call center, ensuring customer satisfaction targets are met, implementing process improvements to reduce call volumes and drive efficiencies. She has a proven track record of people management and leadership, having coached direct reports into leadership roles over the past 10 years.

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MARJORIE WASONGA NANGULU
P O Box 1053-00100, NAIROBI, KENYA
Telephone Mobile: 0721230299 or 0733230707; Alternate- 0722843387
Email: marjorie.nangulu@gmail.com
Career Objective: To provide exemplary client experience across the organization and across all
products, interactions and processes; Contribute tangible results through customer focus, linking
organizational goals & Individual goals while maintaining team dynamics, and profitability.
EMPLOYMENT HISTORY
Citibank N.A
Duration Title Reporting To
2007 to Date Client Experience Head (Kenya & Uganda) Client Operations Head- East Africa
2005-2007 Customer Service Representative
2002-2005 Assistant Cash Officer Kenya Cash officer & Senior Country
Operations Officer
1998-2002 Teller & Head Teller
PROFESSIONAL EXPERIENCE
Customer Service/ Experience Manager
1. Seek, Interview & train Customer service representative in liaison with the Human
Resource Department
2. Manage the call centre and ensure all key performance indicators are within threshold.
3. Ensure departmental expenses are controlled and are aligned within budget.
4. Profile/Segment clients and come up with the ideal models for delivering service for the
various portfolios.
5. Regularly communicate with clients on new products and processes with a view of
offering support or seamless transition in the event of any changing processes.
6. Set up procedures and standards for handling client enquiries and complains and
continuously monitor use of these.
7. Set up service level agreements and procedures that will guide partnership with all
departments to ensure seamless delivery of service and to ensure that we deliver on our
promise to clients.8. Oversee & implement the client satisfaction survey and ensure continuous improvement
on the rating. Under my leadership, the satisfaction rating has never been <85%.
9. Periodically analyze metrics as a tool of making decisions in a bid to improve client
service10. Reduction of customer enquiries based on proactive solutions by marketing available
products or give feedback to the business of products that could suit clients.
11. Championed process improvement for the department to automate SWIFT copy transfer
advises which was one of the main reasons customers contacted the service team. Call
volumes reduced by 25% as a result of this. This success was replicated in the other East
African countries.12. Nominated 2nd
best Quality coordinator in Africa in 2012
13. Reviewed customer product use in 2010 and shared cross sale opportunities with
relationship managers thus helping realize increased revenues by 10%

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14. Identified a need to assist customer service representatives resolve queries faster
following a customer service survey in 2010. I championed the assignment and the result
was a document on best practices in query resolution that I then shared with all countries
in Sub -Sahara Africa and is currently in use by all.
Trade Product on the Job rotation
I had a six month on the job training in trade product where I had an opportunity to support the
product managers. The main focus at the time was to understand clients’ needs and to drive
customer satisfaction.
I was charged with handling supplier/Distributor finance transactional enquiries and
documentation
● With my people & networking skills, I was able to bring the two product managers to work more
closely and harmoniously. This was done by addressing problems directly when they happened
and involving the team in decision making.
● I changed the onboarding process around sanctions screening and thereby reducing the TAT of
handling documentation from 24hrs to 12 hours.
Operational Management
1. Migration of Uganda and Kenya callbacks to Poland in 2014. Coordinating the East
Africa service teams with the aim of standardizing service across the region
especially for customers who bank with Citi across Kenya, Uganda, Zambia and
Kenya.
2. Streamlined payment confirmation processes for East Africa and currently supporting
Uganda with day- to- day handling of customer enquiries. This has helped in
reallocating personnel resources that were engaged in the confirmation process thus
saving human capital costs by 2 full time resources.
3. Improved our liabilities through referrals and during roundtables together with a team
of service representatives. Some customers were on boarded to utilizing commercial
cards and mobile money solutions.
4. Steered the automation of Interest Statements, and Credit/Debit advices.
5. Project Manager for Kenya to oversee the enhancement of the service -tracking tool
so as to improve on speed and make it more efficient in terms of reports.
6. Was part of the core team that produced and delivered internal marketing and
communication material for the Client Delivery Team in Europe, Middle East and
Africa.7. Created a specialized grid that would automatically assist the tellers in balancing
their cash at the end of day.
8. Documented procedures for the unit on all products within the department.
Business Development
Leadership and People Development
● 1. I manage a team of 10 staff from officer levels to Manager. I have done this over the last 10
years and have seen them grow into leadership positions themselves, coached and facilitated
necessary training in addition to managing performance management.
● 2. Provided leadership for the East Africa teams (Kenya, Uganda, Tanzania & Zambia) from
2013-2015. This done through regular interactions and scheduled bi monthly calls. This saw the
Kenya team remotely support the other countries with the call center.

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● 3. Set up and successfully managed a temporary 7- day- a week Call Centre to manage calls for
the biggest IPO ever in Kenya, Safaricom in 2008. I managed a call Centre handling 1000 calls
on average per day and over 2,000 emails. Ensuring timely and accurate responses through the 30
staff that I was managing for this project
● 4. Successfully led a team in 2008 on a project to enhance client service within the region and to
standardize service levels.
● 5. In 2004 I backed the clearing department head for four months and was able to manage the
team and process quite effectively.
Societal Leadership Responsibilities
● 1. 2012 to date: Member of the Management Committee at Mathari National Teaching &
Referral Hospital in Nairobi under the Kenya Gazette notice 15789
where I contribute in decision making on the day to day running of the Hospital.
●
● 2. 2011 to date: Elected Member of the Gymkhana Committee of Nairobi Club where I act as
the women representative. Under my leadership and guidance, there have been improvements
of facilities and service for the ladies at the Gym.
● 3. 2011-2013: Elected member to the Citi Women committee where I participated in women
activities and addressed issues affecting mothers/women at work.
Risk Management
Audit Standards and Legislations
● 1.Successfully led the team to a satisfactory audit rating with ‘no findings’ in the concluded
Annual Risk Review of May 2007.
● 2. Conducted a peer pre-audit review for service team in Gabon in 2010 that contributed to a
successful Annual Risk Audit.
● 3. Facilitated a successful ISO audit and re-certification in 2010.
AWARDS
● 1. Nominated best Quality coordinator amongst my peers in Africa in 2011 & 2009.
● Won a Quality Award for Customer Satisfaction & Cost reduction by reducing stationery
expenditure through improved cross sale of online banking in 2007. I was able to reduce cost on
stationery by $1,200
●
● 2. Nominated to the “EMEA top 100” as one of the top 100 performers in EMEA out of 250
applicants. This made me one of the best employees out of a pool of 2000 employees from
Europe, Middle East and Africa in June 07 and as a result attended a high performance coaching
session in London.
● 3. Received a quality award in Sept 07 for outstanding performance in client service.

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EDUCATION
Master’s Degree in Administration- Tourism 1995-1996
1st
Class, Punjabi University, Patiala, India
Advanced Diploma in Computer Applications 1995
Computer Centre- Chandigarh India
Bachelor of Commerce, 1991-1994
2nd
class, Punjab University, Chandigarh, India
REFEREES
1. Gwenda Lewis
Head, Client Services- Standard Bank
South Africa
Telephone: +27828779566
Email: Gwenda.lewis@me.com
2 Julius Ondeyo
Electronic Banking Head-Africa
Citibank Kenya
P.O Box 30711, Nairobi Kenya
Tel 254-020-2754255
Email: julius.ondeyo@citi.com
3. Monica Muia
VP-TTS Operational Governance
Citibank Kenya
+254-020-2754000
Email: monica.muia@citi.com