Eric Muchai
Operations Officer - Transaction Processing Services
NAIROBI
Personal Information
- Gender: Male
- Nationality: Kenyan
Summary
High-achieving operations officer with demonstrated skills in integrating operational strategies, building partnerships, and developing new revenue streams. Skillfully manage KPIs and internal controls to monitor operational trends and devise forward-thinking solutions. Results-focused, flexible, and resilient in resolving issues.
Overview
5
5
years of professional experience
9
9
Years of Post - Secondary Education
6
6
Years of Post - Bachelors Degree
Work History
Operations Officer
NCBA Bank PLC - Loop DFS
07.2023 - Current
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
- Verified compliance with best business practices throughout organization.
- Maintained equipment at operational readiness annually.
- Interfaced with department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
- Contributed to business development efforts to drive revenue and meet corporate objectives.
- Collaborated on operational support tasks to achieve common goal.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Developed operational processes to help organization adapt to market change.
- Oversaw projects to help goals, tasks and milestones align with organizational strategy.
- Optimized business processes to foster operational efficiency.
Operations Analyst
NCBA PLC - Loop DFS
03.2023 - 07.2023
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Analyzed trend data to forecast operational needs and plan next course of action.
- Supported supervisor and associated team members to maintain system functionality.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
- Assessed operational performance to identify areas for improvement.
Digital Marketing Agent
Contact Centre - NCBA BANK PLC ( Loop DFS)
08.2021 - 03.2023
- Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
- Advised customers about new products and assisted customers in determining best product for needs.
- Used SparkCentral to prepare sales reports containing customer information related to products and services purchased.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
Loop Support Officer
Preferred Personnel Africa
07.2020 - 07.2021
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored employee and customer interactions to assess quality of service.
- Oversaw budget and tracked expenses against plans.
- Streamlined processes to maximize operational results.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
Loop Agent
Delsco Kenya
05.2019 - 06.2020
- Customer Service and Experience
- Served both at the Loop Store and Contact Centre with exceptional customer service to clients
- Able to offer financial advises and solutions
- Activation conversions
- Held up several activations within Nairobi, Nakuru and Higher Institutions of learning
- Interacted with people from all walks of life
- Sales and Marketing - created awareness on Loop as a Financial product from NCBA Bank
- Reconciliations and Ticket Solutions
- Assisted in customer queries and possible solutions
- Data Analysis - As an operations analyst, I am able to analyze data through my Information and technology skills
- Contact Centre - As a front office agent, I am able to solve customer queries through social media platforms as a Digital Marketing Agent
- Also able to escalate them to relevant team and provide solution timely.
Education
Bachelor of Science - Mathematics And Computer Science
Jomo Kenyatta University of Agriculture And Technology
Juja, Kiambu County 05.2014 - Current
CCNA (1-4) - Information Technology - Networks
Jomo Kenyatta University of Agriculture And Technology
05.2016 - 05.2016
Web development - Information Technology
Jomo Kenyatta University of Agriculture And Technology
05.2015 - 05.2015
Microsoft Office suite - Information Technology
Jomo Kenyatta University of Agriculture And Technology
Juja, Kiambu County 01.2014 - 05.2014
High School Diploma -
Ruiru Secondary School
Ruiru, Kiambu County 04.2010 - 04.2013
Skills
Recognizes areas of weaknesses requiring improvements and makes recommendations to the management for consideration, approval and implementation
Organizational Efficiency
Resource Allocation
Employee Performance
Operational Efficiency
Continuous Improvement
Timeline
Operations Officer
NCBA Bank PLC - Loop DFS
07.2023 - Current
Operations Analyst
NCBA PLC - Loop DFS
03.2023 - 07.2023
Digital Marketing Agent
Contact Centre - NCBA BANK PLC ( Loop DFS)
08.2021 - 03.2023
Loop Support Officer
Preferred Personnel Africa
07.2020 - 07.2021
Loop Agent
Delsco Kenya
05.2019 - 06.2020
CCNA (1-4) - Information Technology - Networks
Jomo Kenyatta University of Agriculture And Technology
05.2016 - 05.2016
Web development - Information Technology
Jomo Kenyatta University of Agriculture And Technology
05.2015 - 05.2015
Bachelor of Science - Mathematics And Computer Science
Jomo Kenyatta University of Agriculture And Technology
05.2014 - Current
Microsoft Office suite - Information Technology
Jomo Kenyatta University of Agriculture And Technology
01.2014 - 05.2014
High School Diploma -
Ruiru Secondary School
04.2010 - 04.2013