Caroline Ngari

Operations and Client Relations Professional with 6+ years of experience leading high-performing teams in the microfinance sector. Adept at optimizing operational workflows, driving loan portfolio growth, and delivering exceptional customer experiences. Expertise designing, implementing, and improving operational processes to ensure efficient delivery of financial products and services, smooth and efficient functioning of operations, and also good customer service and maximizing of returns.

Demonstrated success in reducing operational costs, improving TAT, and enhancing compliance through strong team management and process design. Highly skilled in marketing, client service, and communications with technical exposure in web and graphic design.

Area Business Manager - Sunking Solar - Othaya

(2025-10)

• Roles
• Recruit, Train, and empower sales agents
• Champion area collection
• Organize and supervise Sales/Revenue generation activities.
• Inventory management
• Lead and manage sales agents
• Achievements
• Significant growth in the count of agents in the area and also agent retention.
• Achievement of sales targets time to time through well organized and executed activations.
• Management of area quality of sales (QOS) to above 100%
• Organizing of successful trainings and agent empowerment sessions month on month.

Team Leader - Platinum Credit - Embu (LBF)

(2023-09 - 2024-01)

• Roles
• Recruited, trained, and supervised a team of sales agents to drive logbook financing product uptake.
• Prepared route plans, led marketing drives, and evaluated sales performance.
• Supported branch-level decision –making and customer engagement initiatives.
• Achievements
• Built a fully functional sales team and improved marketing reach.
• Increased customer conversion through guided support and lead-follow-up

Operations Manager - Get Cash Capital - Chuka

(2022-11 - 2023-08)

• Roles
• Managed all branch operations, staff, and financial activities including disbursements, cash flow, and compliance.
• Designed and implemented policies to streamline approval workflows and enhance client experience.
• Achievements
• Improved loan disbursements time to 2 shifts per 24 hours.
• Reduced operational costs through efficient cash handling and automation.
• Increased branch income by growing the loan book and boosting client satisfaction.
• Increased client satisfaction rates through improved customer service, personalized financial counselling, and addressing client feedback to enhance the overall client experience.

Operations Manager - Centenary Microenterprise - Kerugoya, Chogoria

(2020-10 - 2022-10)

• Roles
• Oversaw field teams operations, branch compliance, and performance metrics.
• Managed training programs and implemented policy compliance structures.
• Achievements
• Expanded branch reach and client base in undeserved regions.
• Achieved 100% legal and internal policy compliance.
• Boosted staff productivity by 30% through mentorship and training.

Relationship Officer - Centenary Microenterprise - Nkubu

(2019-02 - 2020-09)

• Roles
• Prospected new clients, handled customer queries, and advised on financial products.
• Achievements
• Maintained <1% loan default rate via tailored risk assessment and follow-ups.
• Promoted to Operations Manager in under 2 years.

Relationship Officer - Progressive Credit - Mwea

(2018-03 - 2018-12)

• Roles
• Performed needs assessments, loan processing, and post disbursement tracking.
• Supervised asset valuation (land and vehicles) and enforced repayment compliance.
• Achievements
• Consistently met 95% TAT targets for loan processing.

Bachelor’s Degree - Communication and Public Relations - Karatina University (2013 - 2017)

Graphic Design Certificate - Graphic Design - Joendech Computer Training Centre (2017 - 2017)

Web Design Certificate - Web Design - Karatina Institute of Technology (2015 - 2016)

KCSE - St Benedict’s Secondary School (2009 - 2012)