Kenya Airways

	Spearheaded the formulation and execution of the payment operations strategy for Kenya Airways' e-commerce platforms, encompassing the website and mobile app.
	Analyzed, reported on, and resolved anomalies within online payment processes, meticulously enhancing both conversion rates and success rates. Through my efforts, I significantly contributed to elevating the payment success rate from 71% to well over 83%.
	Collaborated seamlessly with payment service providers culminating in optimized payment conversion rates.
	Pioneered fraud detection initiatives, securing financial transactions.
	Led the expansion of cost-effective alternative payment methods into new markets, thus diversifying revenue streams.
	Provided unwavering payment operations support and managed payment portals.

E- Payments Specialist, Ecommerce 

NCBA Group

 Excelled in the intricate realm of card reconciliation, settlement, and dispute resolution, ensuring 
   compliance and minimizing operational losses.
 Played a pivotal role in reviewing and recommending enhancements to card operations systems and 
   processes, actively contributing to seamless system conversions.
 Steered the investigation of cardholder and merchant disputes, meticulously adhering to MasterCard 
   and Visa regulations.
 Played an instrumental part in projects fueling product advancement and the inception of new 
   offerings, actively participating in deployment, monitoring, and hyper-care phases.
 Upheld stringent service level agreement (SLA) benchmarks, thereby expediting issue resolution and 
   customer support.

Card and Channel Operations Officer - Digital Business

 Drove operational efficiency through meticulous transactional analysis and balance sheet 
   reconciliation for mobile saving and loan products.
 Achieved top-tier customer query resolution, culminating in a stellar 95%+ customer issue resolution 
   rating.
 Collaborated with external stakeholders, proactively resolving data integrity and reporting intricacies.
 Championed the re-engineering of the fuliza and mshwari reconciliation process, yielding a staggering 
   75% reduction in reconciliation time.
 Displayed adeptness in the implementation of new digital financial products, actively contributing to 
   UATs, deployment, monitoring, and hyper-care stages.

Financial Operations Analyst-Digital Business

Commercial Bank of Africa (CBA Group)

 Streamlined customer onboarding, propelling the uptake of alternative banking platforms among 
   branch patrons.
 Executed meticulous KYC and AML checks during customer onboarding, ensuring regulatory 
   compliance.
 Leveraged CRM tools to log customer concerns, promptly coordinating their resolution with relevant 
   departments.
 Elevated customer experience through surveys, systematically collecting and utilizing feedback to 
   refine service delivery.

Customer Experience Assistant

 Processed financial transactions with flawless precision and unwavering accuracy.
 Addressed customer inquiries, breathing life into cross-selling endeavors.
 Led and inspired a team of tellers, ensuring operational brilliance.

Bank Teller

 Proactively promoted bank products, achieving meteoric sales triumphs.
 Responded to inquiries, sculpting tailor-made solutions for customers.
 Forged unbreakable customer relationships, propelling exponential growth.

Sales Staff

KCB Bank Group

 Executed strategic sales and marketing campaigns, driving business growth and market penetration.
 Leveraged customer insights to develop targeted sales plans. 
 Assessed new opportunities, contributing to increased customer acquisition and product uptake.

Sales and Marketing Executive

I am passionate about Digital Financial Solutions because I see them not just as options, but as the preferred way of life in navigating today's financial landscape.

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