Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Quote
Work Availability
Training
Affiliations
Software
Interests
Hi, I’m

Stacy Mwende

Operations Associate
Nairobi,30
Stacy Mwende

Summary

Dependable and detail-oriented operations associate that delights in identifying and resolving operational issues, implementing new processes and providing exemplary customer service. Possesses excellent organizational, problem-solving, and communication skills.

Overview

5
years of professional experience

Work History

White North Limited
Nairobi, Nairobi Province

Operations Associate
10.2023 - Current

Job overview

  • Overseeing daily operations, ensuring 100% task completion on time and adherence to company policies.
  • Building relationships with external stakeholders, establishing seamless operations and reducing response time.
  • Developing and implementing strategies that increase productivity by and streamline operations.
  • Collaborating with other departments, ensuring smooth implementation of operational processes and procedures, reducing process implementation time.
  • Improving operational efficiency by implementing new processes and streamlining existing workflows, resulting in increase in overall efficiency by 90%.
  • Maintaining and prioritizing to-do lists, ensuring on-time task completion.
  • Resolving customer issues promptly and professionally, maintaining 90% satisfaction rate and minimizing escalations.
  • Conducting regular performance evaluations, providing constructive feedback that leads to improvement in team performance.
  • Serving as liaison between departments, facilitating communication and ensuring smooth operations, reducing interdepartmental conflict.
  • Training and mentoring new team members, fostering positive work environment and promoting professional growth, resulting in reduction in onboarding time.
  • Collaborating with cross-functional teams to achieve project goals and meet deadlines, improving project completion rates.

CCI
Nairobi, Nairobi Province

Advanced Resolution Team
05.2023 - 10.2023

Job overview

  • Established clear goals and expectations for team members, increasing productivity and fostering results-driven work environment.
  • Maximized resource utilization by effectively delegating tasks based on individual expertise, improving team efficiency..
  • Recognized for outstanding leadership skills, contributing to overall success of resolution team, leading to increase in issue resolution rates.
  • Developed strong relationships with key stakeholders, enhancing interdepartmental collaboration and reducing issue resolution time.
  • Resolved escalated complex customer issues, achieving 90% first-call resolution rate.
  • Guided team members on resolving customer issues, resulting in improvement in overall team performance.
  • Collaborated with cross-functional teams to enhance customer experience, leading to 10% increase in customer satisfaction scores.
  • Followed up on customer feedback provided by internal teams such as technical and production, ensuring 90% customer follow-up rate.
  • Forwarded all filled claims to appropriate department for handling and investigation, maintaining 100% compliance rate.
  • Promoted open communication channels among team members that fostered collaborative problem solving.

CCI Kenya
Nairobi, Nairobi Province

Customer Support Specialist
10.2022 - 10.2023

Job overview

  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
  • Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Meet and exceed production goals by achieving average of 50 calls per shift working number of hours scheduled
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns resulting to 90% resolution score.
  • Use advanced communication skills to control calls, listen and target objective of each individual customer while maintaining efficiency and productivity by meeting and exceeding daily, weekly and monthly targets
  • Ensure data accuracy by following verification procedures such as repeating and confirming t names, phone numbers, addresses and credit card details
  • Discuss with customers on telephone and provide information on company's product and services
  • Record all conversations with clients with details of inquiries or complaints and action steps that were taken leading to 95% quality assurance score.
  • Forward all filled claims to appropriate department for handling and investigation.

Vasco Real Estate

Account Executive| Digital Marketer
06.2022 - 10.2022

Job overview

  • Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
  • Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
  • Trained junior team members on best practices for account executive responsibilities, fostering collaborative work environment focused on continuous improvement.
  • Build and maintain lasting relationships with clients and partners by understanding focus and needs, and anticipating them in advance.
  • Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
  • Reporting status of accounts on regular basis
  • Planning and coordinating of account activity
  • Support and solve problems for clients by understanding and exceeding their expectations
  • Manage social media campaigns, content calendars, maintain company's content calendar.
  • Developing and implementing strategies that promote company and its products online leading to an 85% conversion rate.
  • Measure effectiveness of various marketing campaigns resulting to increased efficiency.
  • Interacting with customers and other stakeholders via company's social media accounts

Good Living Properties

Accounts Receivable Assistant
07.2021 - 12.2021

Job overview

  • Keeping books of account for different companies
  • Invoicing/Debtors reconciliation
  • Prepare tax returns: Review input and output taxes and ensure compliance
  • Prepare financial monthly reports and present to the shareholders
  • Preparing debtors list and liaising with the sales team for the collection
  • Bank reconciliation
  • Ensure the accurate and timely processing of pay transactions
  • Monitor and analyze departmental work to develop more efficient procedures
  • Following standardized company procedures relating to all aspects of office performance.

Guaranty Trust Bank

Relationship Officer
06.2019 - 07.2020

Job overview

  • Assist a Relationship Manager in managing portfolios of existing customers and new business development
  • Maintained and built close relationships with customers through regular contact and visits.
  • Boosted customer satisfaction levels with timely and effective resolution of concerns and inquiries.
  • Monitored, followed-up and escalated cases to meet customer response commitments.
  • Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
  • Liaised between clients and trade finance and treasury
  • Credit proposal preparation and presentation
  • Analyzing the financial reports for customers to determine their financial need
  • Development and maintenance of customer relationships
  • Daily monitoring of customer accounts
  • Preparation of monthly team reports.

Education

Multimedia University of Kenya
Nairobi, Nairobi Province, Kenya

Bachelor of Commerce from Finance
09.2014 - 2018.05

University Overview

Nairobi Institute of Business Studies
Nairobi, Nairobi Province, Kenya

Diploma from Computer Applications
01.2014 - 2014.05

University Overview

Mbooni Girls Secondary School
Nairobi, Nairobi Province, Kenya

High School Diploma
04.2010 - 2013.05

University Overview

Skills

Customer service excellence

Additional Information

Additional Information


  • Faith in Humanity (Community Based Organization.) since 2018
  • Lead Forward Program Alumini
  • Volunteer at Rotary International through Rotaract Langata from 2021

Timeline

Operations Associate
White North Limited
10.2023 - Current
Advanced Resolution Team
CCI
05.2023 - 10.2023
Customer Support Specialist
CCI Kenya
10.2022 - 10.2023
Account Executive| Digital Marketer
Vasco Real Estate
06.2022 - 10.2022
Accounts Receivable Assistant
Good Living Properties
07.2021 - 12.2021
Relationship Officer
Guaranty Trust Bank
06.2019 - 07.2020
Multimedia University of Kenya
Bachelor of Commerce from Finance
09.2014 - 2018.05
Nairobi Institute of Business Studies
Diploma from Computer Applications
01.2014 - 2014.05
Mbooni Girls Secondary School
High School Diploma
04.2010 - 2013.05

Quote

The great art of life is sensation; to feel that we exist, even in pain.
Lord Byron
Availability
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Training

Training
  • Guaranty Trust Bank (K), Graduate Trainee; April 2019
  • Credit Analysis Skills and Organizational effectiveness; December 2019
  • CCI-KENYA, Shutterfly Tier 1 training; October 2022
  • CCI-KENYA, Shutterfly Customer Support Tier 2; January 2023
  • CCI KENYA, Shutterfly advanced resolutions Team; May 2023
  • Completed Lead Forward Program By Mckinsey & Company; July 2024

Affiliations

Affiliations
  • Rotary International

Software

Microsoft Suite

CRM

QuickBooks

Social Media

Interests

Reading

Learning About History

Travelling

Swimming

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Stacy MwendeOperations Associate