Beatrice Mwangi
Nairobi
Summary
Results-driven Business Analyst with over 10 years of experience bridging gaps in operational excellence and customer satisfaction. Proven ability in agile solution delivery and in-house software development. Expertise in requirement gathering, business process analysis, and stakeholder management to drive continuous improvement and streamline processes. Proven track record of collaborating with Product Owners to develop product visions, roadmaps, and translate complex business needs into detailed user stories. Highly skilled in solution design, user acceptance testing (UAT), and quality assurance (QA), with strong interpersonal skills and fluency in English, adept at fostering collaboration across cross-functional teams.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Enterprise Business Analyst
Co-operative Bank of Kenya
08.2022 - Current
- Results-driven Business Analyst with over 10 years of experience bridging gaps in operational excellence and customer satisfaction
- Proven ability in agile solution delivery and in-house software development
- Expertise in requirement gathering, business process analysis, and stakeholder management to drive continuous improvement and streamline processes
- Proven track record of collaborating with Product Owners to develop product visions, roadmaps, and translate complex business needs into detailed user stories
- Highly skilled in solution design, user acceptance testing (UAT), and quality assurance (QA), with strong interpersonal skills and fluency in English, adept at fostering collaboration across cross-functional teams.
Administrator
Co-operative Bank of Kenya
05.2017 - 08.2022
- Managed daily operations, ensuring high productivity and compliance with banking standards, policies, and regulatory guidelines
- Implemented strategies for a safe working environment
- Successfully generated and analyzed departmental reports, ensuring performance alignment with business objectives
- Collaborated in problem-solving sessions with project teams to drive continuous improvement in customer experience for specific banking products, leading to the successful implementation of practical and effective solutions
- Developed and implemented viable performance improvement strategies and plans, utilizing the E-collect system and online marketing platforms
- Created and executed plans in coordination with project managers, ensuring timely completion of projects by communicating deadlines
- Interacted with all levels of management to facilitate effective communication and collaboration within the organization.
Customer Service Officer
Co-operative Bank of Kenya
02.2015 - 05.2017
- Resolved product and service concerns, ensuring customer satisfaction, retention, and driving sales
- Provided personalized customer service to promote the company's brand and unique offerings
- Collected customer feedback to implement process changes, consistently exceeding satisfaction goals
- Established and monitored customer service standards aligned with recognized benchmarks
- Tracked results of promotional campaigns, gathered customer feedback and recommended areas of improvement
- Offered basic technical support for a diverse range of company products
- Initiated investigations into complex or sensitive complaints, identifying timely and customer-satisfying solutions
- Addressed customer complaints promptly, mitigating dissatisfaction through on-point resolutions.
ATM Custodian
Co-operative Bank of Kenya
10.2013 - 02.2015
- Conduct routine inspections and maintenance of ATMs to ensure they are in proper working condition
- Identify and address any mechanical or technical issues promptly to minimize downtime and ensure consistent service availability
- Provide technical support for ATMs by diagnosing and resolving issues related to hardware, software, or connectivity
- Collaborate with technical teams or service providers to address and resolve complex issues as needed
- Manage and execute the replenishment of cash in ATMs, ensuring that appropriate levels are maintained
- Monitor cash levels, prepare and transport cash securely, and reconcile transactions to prevent discrepancies
- Assist customers with any ATM-related issues or inquiries, providing prompt and courteous service to address their needs
- Ensure that customer feedback is documented and used to improve service quality.
Bank Teller/Sales Service Advisor
Co-operative Bank of Kenya
03.2012 - 10.2013
- Accurately process a variety of banking transactions, including deposits, withdrawals, transfers, and loan payments
- Ensure all transactions are handled efficiently and in compliance with banking policies and procedures
- Deliver exceptional service to customers by addressing their needs, answering questions, and resolving issues
- Provide personalized assistance to enhance the overall customer experience and build long-term relationships
- Identify and present appropriate banking products and services to customers based on their needs
- Educate clients on features and benefits, and actively promote products such as savings accounts, credit cards, and loans
- Assist customers with account-related inquiries, including balance inquiries, statement requests, and account updates
- Support customers in setting up and managing online banking and other self-service options.
Education
MBA - Strategic Management
University of Nairobi
Nairobi, Kenya12.2020
Bachelor’s Degree - Entrepreneurship and Business Management
Makerere University
01.2011
Uganda Advanced Certificate of Education (UACE) -
Blue Nile S.S. High School Diploma
12.2006
Kenya Secondary Certificate of Education (KCSE) -
Inoro Secondary School
11.2003
Skills
- Agile Solution Delivery and Systems Thinking
- Business Process Re-Engineering
- Change Management and Process Improvement
- Stakeholder Collaboration and Relationship Management
- Communication and Interpersonal Skills
- Customer Oriented
- Analytical and Problem Solving Skills
- Quality Assurance (QA) and User Acceptance Testing (UAT)
- Project Software Development Lifecycle SDLC
- Vendor Management
- Process Modelling Tools, Microsoft Visio, Drawio, Lucidchart
- Business Process Model and Notation (BPMN)
- Documentation and Reporting
Trainingandmembership
- Agile Analysis Certification, International Institute of Business Analysis (IIBA-AAC), Ongoing
- Managing Project Stakeholders, LinkedIn Learning, 12/2023
- Business Analysis for Project Managers, LinkedIn Learning, 11/2023
- Requirements Elicitation and Analysis, LinkedIn Learning, 10/2023
- Business Analysis Foundations, LinkedIn Learning, 10/2023
- Risk E-course - Leadership and Management Centre, Co-operative Bank, 03/2021
- Compliance 3 E-course - Leadership and Management Centre, Co-operative Bank, 02/2021
- Prince2 Agile - Project Management Foundation, AXELOS Global Best Practice, 10/2020
References
Available on request.
Accomplishments
· Merchant Cash Deposit Machine (CDM): Successfully applied Business Process Reengineering to re-engineer the Merchant CDM cash handling process. This revamp increased operational efficiency by 70%, leading to overall optimization of resources and operations.
· Multi-currency Prepaid Cards (Virtual & Physical Cards): Facilitated the successful implementation of the project through comprehensive requirements analysis, solution design, and overseeing of cross-functional team collaboration. This led to a 65% increase in channel transactions and an 85% boost in user satisfaction ratings, significantly enhancing both operational efficiency and customer experience.
· Visa Acquiring for Co-op Bank South Sudan: Conducted in-depth analysis and process mapping for the implementation of Visa card acquiring transaction processing, leading to a 35% increase in transaction volumes. Additionally provided actionable data-driven insights that optimized payment operations across multiple channels and enhanced customer satisfaction.
Certification
· Prince2 Agile - Project Management Foundation, AXELOS Global Best Practice, 10/2020
Timeline
Enterprise Business Analyst
Co-operative Bank of Kenya
08.2022 - Current
Administrator
Co-operative Bank of Kenya
05.2017 - 08.2022
Customer Service Officer
Co-operative Bank of Kenya
02.2015 - 05.2017
ATM Custodian
Co-operative Bank of Kenya
10.2013 - 02.2015
Bank Teller/Sales Service Advisor
Co-operative Bank of Kenya
03.2012 - 10.2013
MBA - Strategic Management
University of Nairobi
Bachelor’s Degree - Entrepreneurship and Business Management
Makerere University
Uganda Advanced Certificate of Education (UACE) -
Blue Nile S.S. High School Diploma
Kenya Secondary Certificate of Education (KCSE) -
Inoro Secondary School
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