Client Relationship and Operations support
March 2023-Current
Duties and Responsibilities
- Managing a selection of key accounts/Portfolio to ensure excellent client experience and increase in volume and value of transactions, and consequently an increase in revenue.
- Following up with Acquirers on procurement of ARN Provision and sharing the same with
Merchants and partners upon request.
- Engaging closely with acquirers to build relationships and partnerships.
- Learn and use all systems available for supporting requests.
- Establishing, building, and managing positive relationships with merchants and partners to ensure high levels of client engagement.
- Tracking and reporting on merchant performances
- Analyzing merchant feedback on product ranges and new releases, as well as preparing reports.
Service Delivery Executive
December 2021-March 2023
Duties and Responsibilities
- Providing high-level telephone, email, and chat support on Virtual Pay suite of products and services.
- Resolving client and stakeholder concerns while consistently providing superior levels of service through our different contact channels.
- Maintaining optimal processes and structures that achieve efficiency, resource utilization and cost containment.
- Assessing client feedback and improving procedures accordingly to ensure that great service is provided at all times.
- Collaborating with other departments to ensure escalated issues are handled timely and correctly
- Retaining clients and increase client loyalty while projecting a professional, efficient and positive outlook.
- Professionally responding to inquiries from various stakeholders and internal executives from throughout the organization regarding client escalations and requests.
- Ensuring all relevant procedures are followed from beginning to resolution.
- Raise and monitor service tickets through the client support service.
- Identify and drive service & operational improvements across KYC operations.
- Provide administrative support to the Service Delivery Manager.
- Implementing and improve client support processes to enhance client satisfaction.
- Implementing tools and technology solutions to streamline the client service process.
- Formulating and revising client support policies and promoting their implementation.
- Assessing support statistics and preparing detailed reports on the findings.
- Promote and Contribute to Information Security Management System (ISMS) procedures, initiatives and best practices within the department and the organization and.
- Perform other related duties as assigned.
Administrator, Accounts and Procurement at Mobile Pay Limited (Tangaza Pesa).
July 2020-December 2021
Roles and duties
Administration
- Coordinate and schedule appointments and meetings, attend meetings and trainings as per requirement.
- Attending to all the incoming calls, responding to them and transferring the calls to the appropriate department.
- Maintenance of important documents, files and records in an organized manner.
- Providing assistance to the heads of departments, conferring and coordinating with them as per the requirement.
- Supervising the house keeping department and ensuring that all the items are in stock.
- Attending to visitors or customers present physically at the office.
- Providing information about the services and products of the organization.
Accounts
- Prepare and file tax returns for various tax obligations and submitted them to the relevant authorities before the deadlines.
- Petty cash disbursement and management.
- Post journal entries in the company’s internal accounting system.
Procurement
- Sourcing of tenders in sites like, (Public Procurement Information Portal, Tender Soko, Tendersure and National Newspapers.).
- Purchase of tenders, registration, actual bidding as well as bid bond application.
- Monitor and manage inventory of office supplies, order and distribute office supplies as necessary.
Key Accomplishments
Aside from the role and responsibilities, I have;
Administration
- Collaborated with the software development team to design the user interface of the Tangaza Pesa application.
- Registered customers to the Tangaza Pesa Application.
- Registered and set up companies to the Tangaza Platform.
- Solved Non-technical issues that arose while using the Tangaza Pesa Application.
- Guided Sacco Customers on how to borrow and repay loans using the Tangaza Pesa Application.
- Supervised the day-to-day activities and projects of the software developers, and offered them. assistance when and where it was needed.
- Organized, attended and wrote minutes of the meetings within and without the company.
- Shortlisted and organized Interviews for prospective employees.
Accounts
- Set up the accounting references in the Tangaza ERP system.
- Set up Government Taxes in the Tangaza ERP system.
- Set up the Chart of Accounts in the Tangaza ERP system.
- Set up the payees and commissions in the Tangaza ERP system.
- Assisted in setting up the company Sacco and its products.
- Managed the company’s petty cash.
- Managing the Tangaza Pesa agent float.
Procurement
- Applied for, filled and submitted prequalification and tender documents.
- Ensured continued and uninterrupted supply of office requirements and needs to the different departments in the company.
Other Positions Held
- Procurement Intern | Safari Park Hotel and Casino | August 2016-November 2016.
Roles and Duties
- Receiving, inspection and acceptance of goods from suppliers.
- Inter departmental issuance of goods from stores through the internal issuance system.
- Relating with suppliers in compliance with the company regulations as per the local purchase. order.
- Stock taking, stock arrangements and issuance.
- Proper store layout and management of stores.
- Management of control cards.
