Eunice Ouma
Ruiru,33
Summary
A results-driven professional with over six years of experience in client onboarding, project management, customer service, and process optimization. Adept at managing end-to-end client onboarding projects, ensuring timely execution, risk assessment, and compliance with regulatory requirements. Experienced in stakeholder engagement, KYC documentation review, and process automation to enhance operational efficiency. Fluent in English and French, with a strong ability to navigate cross-functional teams and deliver exceptional client experiences.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
TELESALES TEAM LEAD
BBOXX Capital Kenya Limited
Nairobi, Nairobi Province
01.2022 - 04.2024
- Spearhead end-to-end onboarding of regional and global clients, ensuring seamless integration and adherence to compliance requirements
- Manage documentation and KYC processes, ensuring accuracy and regulatory alignment
- Reduce onboarding cycle time by streamlining workflows and leveraging technology solutions
- Engage with Relationship Managers, Sales, and Operations teams to drive customer satisfaction
- Monitor onboarding projects, escalate issues, and ensure timely revenue conversion
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
CALL CENTER SUPERVISOR
BBOXX Capital Limited
Narok, Narok District
01.2022 - 04.2024
- Led client onboarding initiatives, ensuring efficient coordination of documentation and approvals
- Developed structured project management frameworks to track and optimize onboarding timelines
- Provided training to teams on compliance, risk management, and documentation requirements
- Improved onboarding processes through automation and continuous improvement strategies
- Supervised 20 call agents in providing excellent customer service to callers requiring assistance for inbound and outbound issues.
BACK-OFFICE EXECUTIVE
BBOXX Capital Kenya Limited
Nairobi, Nairobi Province
01.2019 - 12.2022
- Managed and processed KYC documentation for new and existing clients, ensuring adherence to compliance regulations
- Assisted in designing standardized procedures for onboarding processes
- Collaborated with cross-functional teams to ensure accurate reporting of onboarding project statuses
- Managed to resolve 1000+ issues in a month that were escalated by the call agents.
- Contacted at least 50 clients to provide them with feedback on issues raised on the escalation platform.
CUSTOMER SERVICE REPRESENTATIVE
BBOXX Capital Limited
Narok, Narok District
06.2016 - 12.2018
- Provided client support during onboarding, ensuring smooth transitions and addressing documentation inquiries
- Maintained high customer satisfaction through personalized assistance and clear communication
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Bachelor of Commerce - Accounting
African Nazarene University
Nairobi, 30 01.2011 - 01.2015
Bachelor of Computer Information Systems - ICDL
Institute of Advanced Technology
Nairobi 05.2010 - 08.2010
Skills
Client Onboarding & KYC Compliance
Project Management & Process Optimization
Relationship Management & Client Engagement
Data Analysis & Reporting (Excel, Power BI)
Risk Assessment & Compliance
Multilingual Communication (English & French)
Team Leadership & Cross-functional Collaboration
Structured Project Management Methodologies
MS Office Suite (Excel, PowerPoint, Word, Outlook)
CRM & ERP Systems
Data Analysis & Performance Metrics
Pulse & 3CX (Call Center & VoIP Solutions)
Certifications And Achievements
- Debt Collection Training, BBOXX Capital Kenya, 07/17
- Quality Customer Service, BBOXX Capital Kenya, 10/17
- Employee of the Year (Supervisor & BBOXX Culture), 12/22
Timeline
TELESALES TEAM LEAD
BBOXX Capital Kenya Limited
01.2022 - 04.2024
CALL CENTER SUPERVISOR
BBOXX Capital Limited
01.2022 - 04.2024
BACK-OFFICE EXECUTIVE
BBOXX Capital Kenya Limited
01.2019 - 12.2022
CUSTOMER SERVICE REPRESENTATIVE
BBOXX Capital Limited
06.2016 - 12.2018
Bachelor of Commerce - Accounting
African Nazarene University
01.2011 - 01.2015
Bachelor of Computer Information Systems - ICDL
Institute of Advanced Technology
05.2010 - 08.2010