Sarah Ragangi
Nairobi
Summary
Motivated and results-driven Operations Analyst with proven track record in data analytics and process optimization and automations. Identify business needs and develop valuable and viable solutions to drive accuracy and process efficiency. Drive business effectiveness through recommendations based on reconciliations results and findings. Multitasked with good customer service, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
13
13
years of professional experience
Work History
Operations Analyst
NCBA BANK PLC
Nairobi, Kenya
04.2017 - Current
- Analyzed and documented existing business processes to identify inefficiencies and recommend process improvements.
- Designed reports to track key performance indicators such as cost savings and production throughput.
- Provided project management support for the development of new products, services, or processes.
- Prepared financial models to forecast future cash flows and profitability metrics.
- Collaborated with internal stakeholders to identify areas of improvement within operational systems.
- Performed data analysis to identify opportunities for streamlining processes through automation.
- Created detailed documentation outlining procedures for all operations-related activities.
- Identified areas of risk exposure related to operations activities and developed mitigation strategies.
- Managed relationships with external vendors providing essential services or supplies.
- Maintained up-to-date records of all transactions related to operational activities.
- Generated regular reports summarizing the status of ongoing projects or initiatives.
- Worked directly with subject matter experts to elicit business needs and document business requirements.
- Directed daily operations of departments, coordinating interdepartmental project activities.
- Created test cases and scenarios for documentation and root cause analysis of bugs.
- Take ownership of exceptions for clearance and monitoring of aged exception
- Liaise with customer experience staff in the branch and call center agents to resolve customer related issues.
- Updated documentation outlining the reconciliation processes for Mobile Savings and Lending (MSL) and Digital Financial Services (DFS) products.
- Coordinated reconciliation, recoveries and incident management processes both internally and among business partners.
- Coordinated User Acceptance Testing (UAT) with all the relevant stakeholders as identified in the test plan while ensuring that all bugs and issues identified during the UAT are booked into Atlassian's JIRA and all open issues are tracked until resolution.
- Conducted requirement elicitation exercises through activities such as brainstorming, document analysis, surveys, interviews, workshops, and workflow analysis.
Operations Assistant
NCBA BANK PLC
NAIROBI, KENYA
10.2016 - 03.2017
- Provided administrative support to the Operations Manager by preparing reports, documents and presentations.
- Organized and maintained records of daily transactions and other operational data.
- Coordinated the delivery of products or services to customers in a timely manner.
- Participated in team meetings to provide feedback on operational issues and solutions.
- Resolved customer inquiries promptly while maintaining a high level of customer satisfaction.
- Worked closely with other departments such as sales, marketing, finance, to ensure smooth operations.
- Ensured that all safety protocols were followed during day-to-day operations.
- Provided assistance in troubleshooting any technical issues that arose during daily operations.
- Answered work phones and routed correspondence to correct parties.
- Worked with users and support teams to troubleshoot reported problems.
- Oversaw expense, report and support documentation filing systems.
Operations Officers Card Centre
Commercial Bank of Africa
Nairobi, Kenya
05.2015 - 01.2016
- Provided technical support to staff in resolving operational issues or problems.
- Developed reports on operational data such as volume, cost, and quality of service provided.
- Analyzed customer feedbacks to identify areas where improvements can be made in terms of service delivery.
- Ensured compliance with applicable laws, regulations and standards related to operations.
- Maintained relationships with key stakeholders including customers, suppliers, partners.
- solving skills to approach problems logically and with good
judgment and make appropriate decisions on behalf of the customer - Pin processing and dispatching them to different branches for customer collection.
- Problem-solving skills: problem-solving skills to approach problems logically and with good
judgment and make appropriate decisions on behalf of the customer to ensure the
appropriate customer outcome
Researcher
RADIO AFRICA
NAIROBI, KENYA
03.2013 - 12.2014
- Developed survey instruments, analyzed data, and prepared reports for a variety of research projects.
- Created databases for tracking research activities and results.
- Assisted in preparing presentations on findings from various studies conducted by the organization.
- Compiled comprehensive reports summarizing key findings from multiple sources of information.
- Collaborated with other researchers both in-person and virtually.
- Supported other researchers in study- and project-related activities.
- Adapted general research methodologies to meet project-specific requirements.
- Supported field research projects of large scope and complexity under guidance of leadership.
- Communicated findings to clients using multimedia, narrative writing and presentation skills to tell informative and compelling stories.
- Crafted research studies and facilitated study participants remotely and in-person.
- Entered test data into analysis programs and databases to assess results.
Loan Officer
INUKA AFRIKA MICROFINANCE
Nairobi, Kenya
08.2011 - 12.2012
- Developed and maintained relationships with potential customers to increase loan business.
- Reviewed credit histories, income statements, and other financial information of loan applicants.
- Analyzed financial data to determine the feasibility of granting loans.
- Negotiated terms and conditions of loan contracts.
- Verified accuracy of loan documents prior to approval.
- Approved or denied loan applications based on established guidelines.
- Assisted in the development of new products and services for loan customers.
- Explained various types of loans available to customers and their associated terms and conditions.
- Provided customer service support throughout the entire process from application through closing.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Met with applicants to obtain information for loan applications and answer questions about process.
- Reviewed loan agreements to confirm completeness and accuracy.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
Education
BBA - Bachelors Business Management-Finance And Banking
Mt Kenya University
Nairobi08-2024
Diploma in PROCUREMENT - Purchase And Supply Chain Management
Kenya Institute of Management
Nairobi08-2017
High School Diploma -
Huma Girls High School
Kisumu11-2009
Skills
- Reporting Abilities
- Forecasting Skills
- Trend Modeling
- Process Updates
- Data Analysis
- Operational Efficiency
- Reporting Skills
- Microsoft SharePoint
- System Testing
- Task Prioritization
- Adaptability
- Problem-Solving Aptitude
- Time Management Abilities
- Organizational Skills
- Cross-Functional Teamwork
- Interpersonal Skills
- Active Listening
- Microsoft Access
- Excellent Communication
- Professionalism
- Oracle Database
- Reliability
- Problem-Solving Abilities
- Attention to Detail
- Team Building
- Continuous Improvement
- Multitasking
- Microsoft Excel
- Decision-Making
Languages
English
First Language
Kiswahili
Proficient (C2)
C2
Accomplishments
- Certified Public Accountants (CPA) PART 1; 2012
- Certificate in Data science
- Certificate in Data Analysts
Timeline
Operations Analyst
NCBA BANK PLC
04.2017 - Current
Operations Assistant
NCBA BANK PLC
10.2016 - 03.2017
Operations Officers Card Centre
Commercial Bank of Africa
05.2015 - 01.2016
Researcher
RADIO AFRICA
03.2013 - 12.2014
Loan Officer
INUKA AFRIKA MICROFINANCE
08.2011 - 12.2012
BBA - Bachelors Business Management-Finance And Banking
Mt Kenya University
Diploma in PROCUREMENT - Purchase And Supply Chain Management
Kenya Institute of Management
High School Diploma -
Huma Girls High School
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