Summary
Overview
Work History
Education
Skills
Certification
Attributes
References
Timeline
Generic

SHARON JELIMO MAIYO

Operations Officer
ITEN

Summary

A results-oriented professional with aspirational goals for a banking career, I'm ready to use my analytical skills to improve customer experiences, improve operational efficiency, and advance organizational success. I take great satisfaction in being a real team player with strong analytical and people skills. I am also self-driven and ambitious.

Overview

8
8
years of professional experience
9
9
years of post-secondary education
4
4
Certifications

Work History

Operations/Quality Analyst

NCBA Bank
06.2018 - Current
  • Reporting & Analysis
  • · Create and share reports to stakeholders, including IPRS utilization reports, pending recovery reports, and VAR analysis.
  • · Analyzing data on resolved customer issues to find trends, areas for improvement and present results to senior management for support in process improvements.
  • Customer Support
  • · Resolving customer issues and queries promptly, adhering to predefined SLAs and quality standards.
  • · Monitoring of customer interactions to proactively identify areas for reducing contacts and improving experience.
  • Process Optimization
  • · Performed transaction reconciliations and ensured timely resolution of identified discrepancies.
  • · Represented Operations team in new product development, ensuring operational and functional considerations throughout the lifecycle.
  • · Identified system issues and recommended solutions to improve efficiency and minimize errors.
  • · Maintain and update operational process documentation for accessibility and compliance.
  • · Analyzed process performance data and recommended improvements, tracking impact on efficiency, quality, and productivity.
  • · Collaborate with cross-functional teams to develop optimized business processes, fostering improved communication and collaboration.
  • · Participate in developing operational strategies for process improvement, aligning initiatives with overall organizational goals.
  • · Identify, analyze, prioritize, treat, and monitor operational risks.
  • Quality Assurance
  • · Perform quality analyst tasks including weekly/monthly SLA calculations, team performance evaluation, and ongoing initiatives documentation.
  • · Lead weekly process review meetings and conducted root-cause analysis on recurring issues to identify effective solutions.
  • Continuous Improvement & Collaboration
  • · Actively participate in continuous improvement initiatives, fostering a culture of innovation and growth within operations department.
  • · Provide regular progress updates and participate in training and change management activities.
  • · Work collaboratively with end-users to understand company needs and build strong relationships with stakeholders.
  • · Serve as a subject matter expert on business process analysis methodologies, mentoring junior team members.

Project Management Intern

Kenya Wildlife Service
05.2016 - 08.2016
  • Gained exposure to various phases of the project management process while working closely with experienced professionals in the field.
  • Improved stakeholder satisfaction by actively engaging with them throughout the project lifecycle.
  • Producing project work plans, highlight reports, risk logs and requests for change
  • Escalating any issues that may impact project operations
  • Prompt acting on client feedback and managing customer expectations by ensuring the delivery of highest quality service
  • Monitoring project risks and scope creep to identify potential problem

Education

MBA - Strategic Management

Catholic University of East Africa
Nairobi, Kenya
04.2022 - Current

Bachelor of Science - Project Planning And Management

Karatina University
Karatina
04.2013 - 04.2017

Kenya Certificate of Secondary Education (K.C.S.E) -

Singo’re Girls High School
01.2009 - 04.2012

Skills

Requirements Analysis

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Certification

Excellent customer service award

Attributes

  • Results oriented, reliable and meticulous.
  • Detail-oriented, good organizational skills with the ability to prioritize tasks
  • Self-motivated and able to work on own initiative or as part of a team.

References

Braion Simatwa,

Senior Manager, Account Operations, Loop DFS. 

Nairobi, Kenya

0722634486


Darius S. Kayago,

Head Project management, Kenya Wildlife Service, 

Nairobi, Kenya

0702924875








Timeline

MBA - Strategic Management

Catholic University of East Africa
04.2022 - Current

Operations/Quality Analyst

NCBA Bank
06.2018 - Current

Project Management Intern

Kenya Wildlife Service
05.2016 - 08.2016

Bachelor of Science - Project Planning And Management

Karatina University
04.2013 - 04.2017

Kenya Certificate of Secondary Education (K.C.S.E) -

Singo’re Girls High School
01.2009 - 04.2012

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SHARON JELIMO MAIYOOperations Officer