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
Team Collaboration
Project Planning
Data Analysis
Requirements Analysis
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