Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hildah Nyaboke Osoro

Certified Public Accountant
Nairobi

Summary

Smart professional with talents in planning, budgeting and forecasting. Reliable Finance Manager focused on KPI oversight and mentoring employees in data processes. Versatile Bank Operations Officer with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position within c industries where talents in customer care will be valuable. Well-qualified financial systems leader offering demonstrated skill and success in managing internal accounting processes, improving controls and strengthening systems for optimal performance. Proficient in all aspects of accounting, including accounts payable and receivable, budget administration and payroll. Gifted in building and leading solid teams to handle high-volume operations with consistency, accuracy and full compliance with regulatory requirements. Results-driven accountant experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach. Reliable employee seeking banking,accounting,administrative and customer care position. Offering excellent communication and good judgment. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level accounting,banking,administrative or customer care position. Ready to help team achieve company goals. Dedicated accountant professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Enthusiastic accountant eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in banking and accounting/auditing firms. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Branch Operations Officer

Ecobank Kenya Limited
Nairobi
02.2013 - Current
  • Conducted branch management and oversight of market area.
  • Developed and implemented strategies to deliver quality customer service.
  • Reviewed new accounts for required documentation.
  • Monitored performance and completed appraisals for direct reports.
  • Maintained scheduling for main branch to keep shifts appropriately staffed.
  • Balanced daily cash and ATM, immediately documenting inaccuracies.
  • Performed duties in office environment during operating hours.
  • Balanced operational awareness with customer focus.
  • Remained calm and professional in stressful situations.
  • Coordinated and assigned service call requests.
  • Ordered supplies, created purchase orders and entered orders into inventory.
  • Performed spending analysis and partnerships to refine policies and develop recommendations for improvement.
  • Recruited, interviewed and hired 6 employees and implemented mentoring program to promote positive feedback and engagement.
  • Supported financial director with special projects and additional job duties.
  • Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Identified improvement changes regarding key processes for internal controls and accounting procedures.
  • Developed strategic plans for day-to-day financial operations.
  • Kept up-to-date and accurate funding accounts for internal departments, key programs and special projects.
  • Oversaw high-volume accounting operations with 8-persons team focused on efficient budget administration, AP/AR and other financial management needs.
  • Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
  • Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
  • Established and checked coding procedures, monitored reports and updated internal files.
  • Validated existing accounting management and reporting systems to assess quality and conformance, identify problems and implement corrective actions.
  • Improved overall financial reporting by streamlining control processes and reporting structures.
  • Generated sales tax reports for each operational jurisdictions, monitored bi-weekly payroll and prepared and paid out sales commissions.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
  • Complied with established internal controls and policies.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.

Customer Service Representative Intern

Wakenya Pamoja Sacco Society
Nairobi
08.2011 - 10.2011
  • Developed and updated databases to handle customer data.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Processed 50 invoices each weeks and mailed documentation to clients.
  • Recorded actions taken, issues resolved and relevant information to effectively manage customer accounts.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Contacted clients to verify account information and maintain accuracy, resulting in 80% increase in client satisfaction.
  • Handled over 20 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Promptly responded to inquiries and requests from prospective customers.
  • Created and maintained detailed database to develop promotional sales.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered prompt service to prioritize customer needs.
  • Recommended products to customers, thoroughly explaining details.
  • Entered orders into banking computer database system.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Effective liaison between customers and internal departments.
  • Communicated professionally with colleagues, freelancers and clients.
  • Investigated and resolved accounting, service and delivery concerns.
  • Implemented and developed customer service training processes.
  • Promoted available products and services to customers during service, account management and order calls.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Education

Bachelor of Commerce - Accounting

Egerton University
Nakuru,Kenya
05.2009 - 12.2012

Skills

Human resources knowledge

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Timeline

Branch Operations Officer

Ecobank Kenya Limited
02.2013 - Current

Customer Service Representative Intern

Wakenya Pamoja Sacco Society
08.2011 - 10.2011

Bachelor of Commerce - Accounting

Egerton University
05.2009 - 12.2012
Hildah Nyaboke OsoroCertified Public Accountant