MERCY MUNYIVA MUIA
Summary
Detail-oriented Banking and Finance professional with expertise in operations support and customer relationship management. Proven experience in customer onboarding, documentation coordination, and cross-functional stakeholder collaboration. Skilled in financial operations, reporting, and platform support, with a focus on enhancing business operations and risk management.
Overview
1
1
Language
4
4
years of professional experience
Work History
Operations Support Representative – Buyer Operations
DigiFarm / Safaricom
08.2025 - Current
- Support buyer-side operations for business customers and aggregators using DigiFarm Platform for produce collection and farmer payments.
- Support onboarding and activation of new buyers by reviewing documentation, verifying customer information, creating and updating customer profiles, and coordinating product configuration.
- Coordinated customer KYC and Ultimate Beneficial Ownership (UBO) documentation, ensuring compliance for buyer activation.
- Coordinate with relevant internal teams on shortcode generation, payment-service onboarding, and product configuration.
- Monitored buyer activation progress for collection and payment services, while maintaining operational trackers to facilitate timely follow-up.
- Provide first-level operational support for platform and account-related issues, escalating technical challenges and following up on resolution.
- Support troubleshooting of buyer login, OTP, wallet, value-chain configuration, collection, and payment-related issues.
- Support billing and revenue operations by calculating collection-service charges, preparing and tracking invoices and proformas, monitoring receivables, and following up on customer statements.
- Reconcile customer and collection data to support accurate billing and reporting.
- Participate in User Acceptance Testing (UAT), test-case management, and validation of product enhancements and system changes.
- Contribute to SOPs, process documentation, product manuals, and knowledge materials by following product and process enhancements.
- Supported training and knowledge transfer for field teams and users on DigiFarm processes and platform functionality, enhancing operational understanding.
- Collaborate with technical, onboarding, payments, sales, field, and other internal teams to resolve customer and operational issues.
Telemarketing / Telesales Representative
Jambo Contact Centre – Safaricom Project
05.2025 - 07.2025
- Conducted customer outreach and worked towards daily and monthly sales targets.
- Conducted customer outreach to achieve daily and monthly sales targets.
- Built rapport with customers while addressing product and service enquiries.
- Applied effective communication and customer engagement skills to support product uptake.
- Utilized communication and customer engagement skills to enhance product uptake.
Finance Intern
Amica Savings & Credit Ltd
01.2023 - 01.2024
- Processed loans and prepared customer statements to ensure accurate account management.
- Responded to client enquiries, delivering timely and relevant financial information to enhance customer satisfaction.
- Prepared operational and performance reports for internal use.
- Compiled operational and performance reports for internal stakeholders to inform decision-making.
- Supported day-to-day finance and customer service activities.
Education
Bachelor - Banking and Finance
Mount Kenya University
Kenya Certificate of Secondary Education (KCSE) -
St. Mary's Girls High School
Skills
- Customer Onboarding & Activation
- Billing & Invoicing
- Financial Analysis & Reporting
- Reporting & Performance Tracking
- Data management
- Business & Operations Support
- Customer management systems
- CRM management
- Digital Operations & Reporting Platforms
- Qlik Sense
- Microsoft Excel / WPS Office
- Google Sheets
- OneDrive
- Microsoft Outlook
- Stakeholder Coordination
- Customer Service & Support
- DigiFlow
Personal Information
Title: Operations Support | Business Operations | Finance & Customer Operations
Languages
English
Beginner
A1
Timeline
Operations Support Representative – Buyer Operations
DigiFarm / Safaricom
08.2025 - Current
Telemarketing / Telesales Representative
Jambo Contact Centre – Safaricom Project
05.2025 - 07.2025
Finance Intern
Amica Savings & Credit Ltd
01.2023 - 01.2024
Bachelor - Banking and Finance
Mount Kenya University
Kenya Certificate of Secondary Education (KCSE) -
St. Mary's Girls High School