Summary
Overview
Work History
Education
Skills
Attributes
References
Interests
Timeline
ProjectManager
Diana Venda

Diana Venda

Jr Reconciliation Analyst

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

5
5
years of professional experience
7
7
years of post-secondary education
2
2
Languages

Work History

Reconciliation Analyst/Picker Coordinator

Glovo
12.2023 - Current
  • Conduct daily, monthly, and periodic reconciliations of financial accounts for accuracy and compliance with company policies and regulations
  • Identify discrepancies between financial records and investigate the root causes of discrepancies, working closely with the finance team to resolve issues on time
  • Maintain detailed documentation of reconciliation processes, findings, and resolutions to facilitate auditing and reporting requirements
  • Collaborate with internal departments, including accounting, billing, and operations, to streamline reconciliation processes and improve efficiency
  • Evaluated software solutions to determine their suitability for improving reconciliation processes and outcomes and utilized the same reconciliation software and accounting tools to automate processes and minimize manual errors in financial reporting
  • Assist in the development and implementation of reconciliation procedures and controls to strengthen internal controls and mitigate risks
  • Prepare reports and analyses summarizing reconciliation results, variances, and trends for management review and decision-making.
  • Analyzed complex financial data sets to identify trends or anomalies requiring further investigation or remediation efforts.
  • Entered figures using 10-key calculator to compute data quickly.
  • Contributed to the successful integration of acquired companies by leading efforts to reconcile intercompany transactions accurately and efficiently.

Glovo E-commerce Representative (Team lead)

Glovo
07.2021 - 11.2023
  • Act as company's representative in the branch, interact with partner management and convey information between glovo and partners
  • Coordinating the branch's glovo employee schedules and training programs
  • Assisted in training new hires and offered ongoing support to help them reach their full potential.
  • Liaison between management and team thereby conveying changes and information from either side to the other
  • Conflict resolution between customers and team members or within the team unit itself
  • Advise team members on way forward particularly on matters out of their capabilities, whilst pushing them out of their comfort zones
  • Customer relations management
  • Tracking KPI's and metrics like average order acceptance time, average preparation time, average cancellations, and customer satisfaction track
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and customer grievances
  • Provide technical support with installation of application, customization to client's preference, maintenance and upgrade
  • Collecting and analyzing customer feedback and helping in product upgrades
  • Relaying information on product offering e.g, campaigns like free delivery, partnerships with different brands and introductions of new products into the market
  • Order management
  • Process and organize clients orders and dispatch the orders to couriers
  • Communicate to clients and provide alternatives for unavailable products
  • Serve as service representatives partially involved in sales for convincing clients to try new products instead of cancelling orders
  • Providing positively active customer outreach
  • Responding to customer reviews, and monitoring brand mentions that is comparisons to rival companies like Jumia, bolt and Little
  • Resolution of customer grievances ensuring standard ART for better customer retention
  • Directing customers through proper channels for best outcomes that is, forwarding their issues to the support team for matters out of my jurisdiction
  • Achievements: Getting a promotion to Team leader within a year of work
  • Improving sales in my new station to number 2 out of 40 branches
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Improved client retention rates by building strong relationships and offering personalized solutions to their needs.
  • Evaluated staff performance and provided coaching to address inefficiencies.

ICT account manager

Delz Online Sellers
11.2020 - 02.2021
  • Providing technical support
  • Utilized Microsoft office tools and implemented new scripts that is automated registration of new client details
  • Troubleshooting technical issues since online shopping revolves around applications
  • Record keeping using Microsoft word to track performance trends across months throughout the year
  • Reviewed and verified transactions, ensuring all transactions are accurately recorded and balanced
  • Developed reports to track financial data for bookkeeping
  • Social media management
  • Organized marketing campaigns at local events
  • Run ads through social media platforms i.e
  • Facebook and Instagram
  • Analyzed engagement data, and the company's social media plan and identified strategic weaknesses and recommended improvement plans
  • Researching trends relevant to the company's marketing activities
  • Customer service care desk
  • Talked to 50+ customers on a daily basis and assisted them in selecting the best shoes for the best fit
  • Relayed information about company's offerings for instance we offered delivery and walk-ins and would recommend delivery to customers who were away
  • Processed and organized orders and payments
  • Carried out retention calls with unsatisfied customers
  • Achievements: Bringing in an average of 5 new clients per day
  • Convincing 40% of unsatisfied clients to continue shopping with Delz
  • Maintaining a 50 percent FCR, always made sure our clients grievances were resolved within the initial contact
  • Aided in a 20 percent increase in sales for the month of December 2020 amidst a global pandemic.

Junior Children Officer Associate

Ministry of labor and social services
03.2019 - 02.2020
  • Conducted regular monitoring and evaluation of the condition of the children rescue centres as well as the children
  • Provided training and orientation on promoting gender equality and disability and the use of GBV handbooks and checklists in focus areas
  • This included mentoring and one on one support
  • Offered Guidance and counseling and Psycho-social support to women and girls going through neglect or abuse from partners and family members
  • Worked with health teams to ensure participation of women and girls in the Department's sexual reproductive health
  • Monitored the utilization of the Departments issued Reproductive Health resources and tracked assets as per supervisor's request
  • Handled 10+ cases on a daily basis with a resolution rate of 20% of social cases
  • Brokered negotiations with co-parenting couples and prepared an average of 5 parental agreements on a daily basis and followed up on the agreements for accountability
  • Linked clients with helping Agents through collaborations with other agencies like the DCI and RCK(Refugee council of Kenya)
  • Represented the department at CUC (Court users Commission) for meetings and discussions about the way forward for the children of Garissa county
  • Conducted and attended community forums that discussed and pioneered programs for children welfare like the International Day of the African Child on the 16th of June
  • Aided in the repatriation of two children experiencing child labor through an exchange program with their respective home counties children offices.

Education

Bachelor of Arts - Gender, Sociology And Development Studies

Kenyatta University Thika Campus
Thika, Nairobi Province, Kenya
05.2016 - 05.2020

Certificate of Secondary Education - undefined

Ngara Girl's High School
02.2012 - 05.2015

Skills

Monitoring and evaluation

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Attributes

  • Advocacy
  • Facilitation
  • Team driven
  • Flexible
  • Result driven

References

  • Eric Mwanzia, Junior Data Analyst, 0713158403, ericmwanzia@gmail.com
  • Prisca Awuor, Customer Service Team Lead, 0757140531, preeawuor@gmail.com
  • Edwin Ng'etich, Social officer Garissa Township, 0725952681, en1757@gmail.com

Interests

Event planning

Reading

Public speaking

Timeline

Reconciliation Analyst/Picker Coordinator

Glovo
12.2023 - Current

Glovo E-commerce Representative (Team lead)

Glovo
07.2021 - 11.2023

ICT account manager

Delz Online Sellers
11.2020 - 02.2021

Junior Children Officer Associate

Ministry of labor and social services
03.2019 - 02.2020

Bachelor of Arts - Gender, Sociology And Development Studies

Kenyatta University Thika Campus
05.2016 - 05.2020

Certificate of Secondary Education - undefined

Ngara Girl's High School
02.2012 - 05.2015

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Diana VendaJr Reconciliation Analyst