DEBBIE SABINA MAJALE
Nairobi,Nairobi
Summary
CAREER PROFILE SUMMARY A highly passionate Operations Manager and a specialist with extensive experience in Operations management, Customer Relationship management and Project management. Possess wide experience in handling a variety of different clientele, through various levels of communication with ability to cultivate excellent relationships with new prospects as well as existing. Knows the value of outstanding success in building and maintaining relationships with key decision makers, establishing large volume accounts, and ensuring client Retention and loyalty. Well organized with a track record that demonstrates self-motivation, perseverance, and the creativity to achieve both personal and corporate goals. Skilled at developing and executing targeted business initiatives that drive growth, achieve organization objectives, and enhance bottom-line profits
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Operations Excellence & Internal Controls Supervisor
FiveSpot Kenya Limited
Nairobi, NBI
06.2021 - Current
- Maintain healthy business environment through strict adherence to operational procedures and guidelines as issued from time to time.
- Support implementation of special strategic projects to deliver superior performance and business growth plans.
- Timely reporting and escalation and resolution, where applicable, of real or potential significant operational risk exposures.
- Prepare Processes and manuals to guide on business operations.
- Key Achievements & Highlights
- Train and nurture staff towards proper Internal control environment.
- Managed Merchant On-boarding.
- Implemented reporting structures for On-Boarding and Card Transaction Monitoring.
- Participated in Strategic Project coordination and delivery.
- Managed relationships with Key Partners and service providers.
Customer Service Manager
FiveSpot Kenya Limited
02.2018 - 06.2021
- Creation of relevant Customer Service charter creation
- Recruit customer service team
- Identify and come up with annual training regime and team building / cohesion plan
- Management of Call Centre
- Key Achievements & Highlights
- Set up rails for flagship call center that has allowed for growth from 3 to 10-member team
- Oversaw delivery of system improvements to improve tools of work
- Participated in successful implementation of Cybersource.
- Implemented Account Management of Key Merchants
- Implementation and support of Cybersource platform that is been used in 2 operating countries
Project Executive
Airtel-Kenya
12.2014 - 02.2017
- Oversee development and implementation of new Airtel Money Products and Services
- Monitor and evaluate project plan progress
- Oversee Airtel Money Migration
- Following up and resolve escalation of Airtel Money issues
- Key Achievements & Highlights
- Successful oversaw and launched $6 million platform
Operations Administrator
Airtel, Airtel-Kenya
Nairobi
07.2012 - 11.2014
- Following up and escalation of Airtel Money issues
- Assisting other departments in servicing clients better
- Carrying out User Acceptance Tests
- Ensuring float is allocated on request of client
- Supporting Airtel Money Team in carrying out various tasks
- Manage Key Accounts in terms of problem resolution 3
- Key Achievements & Highlights
- Accelerated issue resolution with assistance of IT team
- Conducted User Acceptance Tests and ensured successful test were implemented
Support Executive
Airtel
Nairobi
11.2009 - 06.2012
Back Office Support
Airtel - Kenya
Nairobi, Nairobi
08.2009 - 11.2010
Sales Support
Celtel Kenya
Nairobi, NBI
10.2006 - 07.2009
Education
Bachelor Of Science - Information Technology
Jomo Kenyatta University/ Loreto College
05.2004 - 03.2006
Diploma - Management And Information Technology
Jomo Kenyatta University/Loreto College
08.2003 - 04.2004
Skills
Process Improvementundefined
Affiliations
Charge back – Equity Bank of Kenya; 21. 04. 22
Information Security Training- InfoSec; 03. 06. 22
Risk Management Overview Training – Wellington Risk Consultant; 28. 06. 22, Toastmasters - Member Number: PN-07990660
Additional Information
- INTERESTS Traveling Swimming Watching Documentaries & Movies
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don’t judge each day by the harvest you reap, but by the seeds you plant.
Robert Louis Stevenson
Timeline
Operations Excellence & Internal Controls Supervisor
FiveSpot Kenya Limited
06.2021 - Current
Customer Service Manager
FiveSpot Kenya Limited
02.2018 - 06.2021
Project Executive
Airtel-Kenya
12.2014 - 02.2017
Operations Administrator
Airtel, Airtel-Kenya
07.2012 - 11.2014
Support Executive
Airtel
11.2009 - 06.2012
Back Office Support
Airtel - Kenya
08.2009 - 11.2010
Sales Support
Celtel Kenya
10.2006 - 07.2009
Bachelor Of Science - Information Technology
Jomo Kenyatta University/ Loreto College
05.2004 - 03.2006
Diploma - Management And Information Technology
Jomo Kenyatta University/Loreto College
08.2003 - 04.2004
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