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 implementationundefined
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
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