S*****i
About Candidate
The competencies that I reveal in this setting are managing financial processes, streamlining operations, and growing customer satisfaction. In finance, this involves tracking account balances, preparing financial reports, and negotiating payment plans with customers at a high level of accuracy and compliance. This operationally involves workflow optimization, data management, and cross-functional coordination to enhance team efficiency toward organizational objectives. I am responsible for managing multi-channel inquiries, resolving issues in a timely manner, and updating customer profiles that add to the high satisfaction rate. It is my aim to work with great vigor and service quality for the accuracy and efficiency of the results from all areas.
Education
Specialised in finance.
Score a B+
Work & Experience
Manage inquiries from customers through multiple channels while managing a constant rate of 90%+ in customer satisfaction with timely and accurate responses. First-call resolution at an average of 85% of customer complaints, resulting in an improvement to the customer experience with fewer follow-up requests. Training new team members on the procedures to follow in serving customers, hence raising the general efficiency of the team by 10%. Ensuring effective customer interactions with the help of Freshdesk and M-KOPA Net CRM through the tracking of all queries and follow-ups within the expected time. Met or exceeded all KPIs related to issue resolution time and customer feedback regularly, adding value to the performance of the overall customer service team.
Conducted thorough payout reconciliations and airtime sales reconciliations on key merchants, including Bolt, Jumia, and Adyen subsidiaries, to ensure that these were correctly settled on time. Evaluated sales and market data, underpinning the setting of refined customer engagement strategies and improving forecast accuracy. The sales team is supported through the provision of highly accurate data insights to enable the sales team to reduce errors in reporting by 5%. Teamed with cross-functional groups to facilitate operational processes, resulting in a 10% reduction in customer service delays. Delivered regular KPI reports to management to enhance decision-making processes that are in line with business goals.
Recorded financial transactions and processed invoices accurately. Managed accounts payable and reconciled bank statements, ensuring compliance with VAT and NHIF regulations. Assisted in revenue collection and financial analysis to support decision-making.
Ensured accuracy in financial records and timely processing of invoices. Resolved discrepancies in bank transactions and supported financial reporting. Assisted with budget management and audit compliance. Communicated effectively with vendors and internal stakeholders.
