Reading books and journals
Hi, I’m
SHANNELLE WAVINYA
OPERATIONS SPECIALIST
Nairobi
Summary
Experienced operations professional skilled in driving efficiency, managing product life cycles, and delivering exceptional client experiences. Recognized for expertise in strategic planning, process optimization, and resource management. Strong emphasis on team collaboration, adaptability, and achieving measurable results.
Overview
13
years of professional experience
2019
years of post-secondary education
5
Certifications
3
Languages
Work History
Stawika Capital Ltd
Head of Operations
08.2021 - 03.2025
Job overview
- Led operations across customer support, service delivery and product to drive growth in a fast-paced Fintech environment.
- Developed and implemented operational strategies that improved customer satisfaction and retention by 25% and reduced turnaround time for loan approvals by 30%.
- Spearheaded the development and launch of a school fees loan product through MOUs with partner schools, directly contributing to a 15% increase in monthly disbursements.
- Collaborated with product and tech teams to drive user-centric feature improvements, leveraging feedback and UAT for higher app usability.
- Led weekly performance reviews, aligning team KPIs with strategic goals and increasing overall efficiency by 20%.
- Presented insights and strategic updates to the board, directly influencing decisions on product development and revenue planning.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
Stawika Capital Ltd
Finance Operations Manager
07.2018 - 07.2021
Job overview
- Set up and managed the internal finance department, ensuring accuracy in reconciliations, budgeting, and reporting.
- Introduced financial controls and SOPs, reducing audit issues by 40% and strengthening compliance.
- Supported system integrations and product testing from a finance perspective, improving data integrity across platforms.
- Implemented cost-saving measures by analyzing expenses and recommending appropriate adjustments to budgets.
- Collaborated with cross-functional teams to implement strategic initiatives that drove business growth.
- Negotiated advantageous payment terms with suppliers, resulting in improved cash flow management and resource allocation.
JEMCO Audit Firm
Auditor and Accountant
02.2018 - 06.2018
Job overview
- Executed audits and managed client accounts, ensuring accuracy and compliance with regulatory requirements.
- Provided financial insights that helped businesses improve internal controls and avoid tax penalties.
- Reduced reporting errors by 30% through process reviews and improved documentation standards.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
Supabet247
Business Analyst Executive
12.2016 - 01.2018
Job overview
- Conducted product research and UAT for new features, minimizing post-launch issues and improving user experience.
- Streamlined feedback loops between support and product teams, resulting in faster feature updates and fewer complaints.
- Produced performance reports that informed product tweaks and marketing strategy, contributing to a 10% growth in platform engagement.
- Led process reviews that increased customer service response speed by 35%.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
Tosha Pavilion
Accountant
02.2015 - 11.2016
Job overview
- Managed accounts, payroll, and reconciliations with 99% accuracy across all records.
- Reduced operational losses by improving stock and cash handling procedures.
- Supported management in budgeting and expense tracking, enabling better financial planning.
Spot on Designs
Business Development and Customer Experience Executive
01.2012 - 01.2015
Job overview
- Drove business development initiatives including new product lines, that grew client base and sales by atleast 20% year on year.
- Introduced new digital engagement strategies that expanded revenue streams.
- Established a customer feedback system, allowing for continuous improvement in service delivery.
- Kept current on market and product trends to appropriately retain our customers and keep them purchasing our products.
Education
Strathmore University Business School
Certified Public Accountant (Section 5)
The University of Nairobi
Bachelor of Commerce from Finance
Skills
Microsoft Office, SAP and Accounting Packages
Customer Success and Retention
Operations Strategy & Execution
Digital Product Development & UAT
Client Success & Retention
Cross-Functional Team Leadership
Customer Journey Optimization
SOP Development & Risk Mitigation
Market Research & Product Feedback
Financial Planning & Budget Oversight
KPI Monitoring & Reporting
Stakeholder Engagement & Board Reporting
CRM & Collaboration Tools ie ClickUp, Asana, Trello, HubSpot, Slack
Certification
2023, Advanced Forward Program - Mckinsey and Company
Interests
Volunteering in children's charity homes
Outdoor adventures
Watching documentaries
Women in leadership forums
Personal Information
Gender: Female
Awards
- 2023, Innovation Award
- 2022, Employee of the year
Affiliations
Available on request
Timeline
Head of Operations
Stawika Capital Ltd
08.2021 - 03.2025
Finance Operations Manager
Stawika Capital Ltd
07.2018 - 07.2021
Auditor and Accountant
JEMCO Audit Firm
02.2018 - 06.2018
Business Analyst Executive
Supabet247
12.2016 - 01.2018
Accountant
Tosha Pavilion
02.2015 - 11.2016
Business Development and Customer Experience Executive
Spot on Designs
01.2012 - 01.2015
The University of Nairobi
Bachelor of Commerce from Finance
01.2015
Strathmore University Business School
Certified Public Accountant (Section 5)
01.2019