Summary
Overview
Work History
Education
Skills
Timeline
Generic

Caroline Kiio

Operations Officer
Kisumu,Kisumu

Summary

Dynamic Operations Officer at Kenya Women Microfinance Bank with a proven track record in optimizing business processes and enhancing operational efficiency. Skilled in budget development and relationship building, I successfully negotiated contracts that resulted in significant cost savings, while mentoring teams to achieve high performance and drive revenue growth.

Overview

5
5
years of professional experience
2
2
Languages

Work History

Operations Officer

Kenya Women Microfinance Bank
10.2024 - Current
  • Managed cross-functional teams for the successful completion of projects within budget and timeline constraints.
  • Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
  • Liaised between departments including HR, IT and Finance ensuring smooth communication and collaboration.
  • Optimized business processes to foster operational efficiency.
  • Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
  • Reviewed and revised standard operating procedures to incorporate employee and management feedback and streamline training processes.
  • Developed strong relationships with vendors, negotiating contracts to achieve cost savings for the organization.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Assessed risks associated with various projects, implementing mitigation strategies to protect company interests.
  • Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
  • Mentored junior team members, fostering professional development and enhancing overall team performance.
  • Coordinated logistics planning, optimizing supply chain efficiency and minimizing delays in product delivery.
  • Contributed to business development efforts to drive revenue and meet corporate objectives.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Increased response to unit reports and challenged management to quickly respond to and act on reports.
  • Verified compliance with best business practices throughout organization.
  • Analyzed performance metrics, identifying areas for improvement and implementing necessary changes.
  • Streamlined operational processes by identifying inefficiencies and implementing targeted solutions.
  • Oversaw financial reporting, ensuring accuracy and compliance with regulatory requirements.
  • Reviewed budgets regularly to identify potential cost-saving opportunities without compromising service or product quality.
  • Optimized resource allocation by analyzing project needs and assigning personnel accordingly based on skills sets required for success.
  • Maintained constructive client and vendor relationships.
  • Improved customer satisfaction rates by addressing concerns promptly and efficiently resolving issues.
  • Enhanced productivity through developing and implementing effective standard operating procedures.
  • Championed change management initiatives aligning staff attitudes and behaviors with organizational goals.
  • Established and maintained productive staff relationships to Improve workplace morale, increase productivity and enhance personal growth.
  • Developed operational processes to help organization adapt to market change.
  • Efficiently and effectively identified and solved all problems that impacted direction of business.
  • Reported issues to higher management with great detail.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Business Development Officer

Kenya Women Microfinance Bank
10.2020 - 09.2024
  • Generated new business with marketing initiatives and strategic plans.
  • Built relationships with colleagues to facilitate teamwork, cooperation and success.
  • Boosted client satisfaction by identifying and addressing their specific needs through tailored business solutions.
  • Completed and submitted monthly and yearly reports to support executive decision making.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Mentored junior team members, sharing expertise and fostering a collaborative work environment focused on achieving shared goals.
  • Optimized sales processes for greater efficiency, reducing the time required to close deals.
  • Performed client research and identified opportunities for account growth, account penetration and market expansion.
  • Strengthened relationships with key clients by providing exceptional support and maintaining regular communication.
  • Negotiated contracts with vendors and clients, ensuring favorable terms for the company''s success.
  • Facilitated robust networking within industry events, establishing beneficial connections for future collaborations.
  • Expanded market share by conducting comprehensive market research and competitor analysis.
  • Implemented innovative marketing campaigns that effectively communicated value propositions to target audiences.
  • Developed new sales strategies to target untapped markets, resulting in increased revenue generation.
  • Presented compelling proposals to prospective clients, securing high-value accounts for the organization.
  • Streamlined internal processes through continuous evaluation of workflow efficiency, leading to improved organizational agility in responding to market trends.
  • Strategized with sales team to prospect and qualify potential customers within assigned geographic territories.
  • Managed a diverse portfolio of projects simultaneously while adhering to strict deadlines and budgets constraints.
  • Delivered campaigns to solidify new client opportunities and generate new business.
  • Collaborated with cross-functional teams for the successful execution of business development initiatives.
  • Conducted thorough financial analysis to assess viability and profitability of new business ventures.
  • Secured long-term client loyalty by consistently delivering high-quality products and services tailored to individual business needs.
  • Analyzed performance metrics to identify areas of improvement and implement necessary changes in strategy.
  • Identified potential partnership opportunities, leading to strategic alliances that drove business growth.
  • Conducted market research to identify new business opportunities and potential clients.
  • Provided exceptional customer service by addressing inquiries promptly and resolving issues effectively.
  • Communicated directly with customers and partners to build strong business networks and relationships.
  • Negotiated client contracts and agreements to cultivate profitable business transactions.
  • Established and maintained highly effective relationships with clients and industry partners to drive growth.
  • Built relationships with customers and community to promote long term business growth.
  • Contributed to team objectives in fast-paced environment.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Set and achieved company defined sales goals.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Contributed to event marketing, sales and brand promotion.
  • Developed, maintained and utilized diverse client base.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Built diverse and consistent sales portfolio.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Maintained current knowledge of evolving changes in marketplace.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Generated advertising brochure for vendor use.
  • Informed customers of promotions to increase sales productivity and volume.
  • Kept detailed records of daily activities through online customer database.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.

Intern

Kenya Women Microfinance Bank
02.2020 - 04.2020
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Analyzed problems and worked with teams to develop solutions.
  • Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
  • Sorted and organized files, spreadsheets, and reports.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
  • Participated in workshops and presentations related to projects to gain knowledge.
  • Prepared project presentations and reports to assist senior staff.
  • Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
  • Explored new technologies and approaches to streamline processes.
  • Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
  • Conducted research for various projects, leading to well-informed decisions and successful outcomes.
  • Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
  • Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
  • Collaborated on marketing campaign that significantly increased brand awareness.
  • Supported customer service improvements with detailed feedback analysis.
  • Compiled and presented reports on competitor analysis, offering valuable insights for strategic decisions.
  • Conducted comprehensive market research to inform strategic planning.
  • Boosted social media engagement through creative content creation.
  • Enhanced project visibility by maintaining up-to-date project status reports.
  • Aided in enhancing website user experience with thorough usability testing.
  • Assisted in improving product design with detailed user feedback analysis.
  • Supported financial forecasting by accurately processing expense reports.
  • Helped streamline client onboarding processes, leading to smoother client experience.
  • Contributed to positive work environment by actively participating in team-building activities.
  • Streamlined data entry processes, significantly reducing manual errors.
  • Enabled more organized inventory system by cataloging company assets.
  • Enhanced team productivity by assisting with organization of project documentation.
  • Participated in planning and execution of community outreach programs, strengthening community relations.
  • Collected, arranged, and input information into database system.
  • Assisted in development of new product feature, contributing to user-friendly experience.
  • Generated reports detailing findings and recommendations.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Education

Diploma - Business Management

KENYA INSTITUTE OF MANAGEMENT (KIM)
Machakos
09.2019

Certificate - Customer Service

KENYA INSTITUTE OF MANAGEMENT (KIM)
Machakos
06.2018

Certificate - Computer And Information Systems

Machakos Institute of Technology
Machakos
06.2018

Skills

Budget development

Timeline

Operations Officer

Kenya Women Microfinance Bank
10.2024 - Current

Business Development Officer

Kenya Women Microfinance Bank
10.2020 - 09.2024

Intern

Kenya Women Microfinance Bank
02.2020 - 04.2020

Diploma - Business Management

KENYA INSTITUTE OF MANAGEMENT (KIM)

Certificate - Customer Service

KENYA INSTITUTE OF MANAGEMENT (KIM)

Certificate - Computer And Information Systems

Machakos Institute of Technology

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Caroline KiioOperations Officer