Pauline C Chore

Detail-oriented operations professional with 8+ years of experience in logistics and high-volume transaction environments. Hands-on experience reconciling billing and fuel-card transactions, maintaining accurate daily records in Excel, and processing customer financial adjustments with strict accuracy. Known for spotting errors and delays early and escalating them to senior management with clear, documented detail.

Seeking to apply this process-driven approach to settlements and liquidity operations in fintech.

Operations Assistant - Zidallie (tech-enabled school transport company) - Nairobi

(2026-06)

• Built and maintained a multi-sheet Excel tracker (trip log, fuel transactions, maintenance log, monthly KPI dashboard) to keep daily records for a client transport contract complete and current.
• Reconciled fuel-card transactions against vehicle movement logs and trip records each cycle, and identified gaps in van trip billing, fuel consumption and maintenance accountability.
• Prepared client billing and quotations, including a four-day school trip quote for 76 passengers across two buses and a van (KES 311,000) and a rate justification for a fixed-route client, supported by an internal costing tool.
• Produced a fuel requisition and cost justification package from detailed vehicle movement logs, and compiled monthly expense summaries in Excel covering confirmed and pending items across multiple payees.
• Documented operational issues such as unauthorised vehicle movements and unclear responsibilities, and escalated them to senior management through clear written reports and a structured meeting agenda.
• Processed payments to transport partners (carpool owners, shuttle vans and buses) on agreed weekly and monthly schedules and lease terms.
• Onboarded transport partners, verifying compliance documents (KRA PINs, eTIMS invoicing, insurance) before they went live.
• Handled day-to-day escalations from parents and drivers, resolving service issues quickly and keeping operations running.
• Managed collective company data, consolidating operational records into reports for management.
• Built an Excel sourcing tracker to manage the vehicle partner pipeline, and delivered a three-session training programme for about 30 drivers and carpool owners, including materials and a budget summary for the CEO.

Customer Care Representative - Metro by T-Mobile

(2025-09)

• Handle high-volume customer interactions (calls and chats), maintaining a daily throughput of 36 to 50 interactions at an 85% CSAT.
• Resolve billing discrepancies end to end, processing financial adjustments while maintaining strict account accuracy.
• Log every interaction outcome in the CRM, keeping data accurate to support operational reporting.
• Diagnose network, device and SIM issues quickly to minimise customer downtime and escalate unresolved cases.
• Executed targeted retention workflows that rescued at-risk accounts, contributing to a 4% reduction in team churn.

Administrator - Singles and the City Incorporated

(2024-07 - 2025-08)

• Supported the Director with scheduling, travel, correspondence and basic reports, handling confidential information with discretion.
• Tracked deadlines and followed up with internal and external stakeholders to keep tasks on schedule.

Operations Lead - Twenty Eleven Resort

(2022-10 - 2023-11)

• Cleared a critical supplier payment backlog, restoring vendor trust and reversing an inventory slump, which increased revenue through replenished stock.
• Played a key role in budget planning and cost control, and oversaw daily operations to quality and compliance standards.
• Designed a staff retention framework that reduced turnover and is still delivering stability three years on.

Founder / Business Manager - Pastejo Hardware

(2020-09 - 2022-10)

• Improved operational efficiency by 22% through process redesign, KPI dashboards and vendor consolidation, cutting monthly operating costs by 18%.
• Implemented inventory management and demand forecasting, reducing stockouts by 65% and carrying costs by 12%.
• Negotiated supplier contracts for 10–15% cost savings and 98% on-time delivery SLAs.

Operations Associate - Sendy Limited

(2019-04 - 2021-07)

• Drove a 125% increase in gross sales, scaling revenue from $200,000 to $450,000 in 15 months.
• Activated 1,000+ trucks and 3,000+ bikes within 90 days, achieving a 30% boost in platform traffic.
• Led a 10-month logistics overhaul for Twiga Foods that cut per-truck costs from 10% to 4% and expanded their profit margin by 16%.
• Launched standardised SOPs and a continuous improvement programme, raising on-time order fulfilment from 78% to 96%.
• Prepared monthly P&L and operational reports for senior leadership and supported budgeting and cost-control initiatives.

Recruitment Sourcing & Admin Support - Anne Munene & Co. Advocates

• candidate outreach and Excel candidate tracking

Administrator - Squarefoot Properties

(2016-06 - 2017-11)

Catering Entrepreneur

(2017-12 - 2018-05)

entrepreneurship programme, Next Economy - Nailab (Nairobi Incubation Lab)

(2018-05 - 2018-11)

Office Administrator - Nairobi Chapel – Ongata Rongai

Bachelor - Hotel and Hospitality Management - Moi University (2023)

Diploma - Hospitality Management - Tsavo Institute of Technology (2018)