GRACE N. MUKURIA
Mississauga,ON
Summary
Results-driven Senior Operations Officer with over 9 years of expertise in client service and account management. Proven ability to analyze and manage data meticulously, enhancing business functionality while mitigating legal risks. Combines a decade of administrative experience to prioritize effectively and deliver timely results. A strong track record in customer service excellence and team leadership supports continuous organizational success.
Overview
10
10
years of professional experience
Work History
Procurement Analyst
TD Bank
Mississauga, Canada
01.2022 - Current
- Work with the Strategic Sourcing Group as a subject matter expert on the Ariba platform and the central buying teams policies, processes and procedures
- Interface with stakeholders across different lines of business, subject matter experts and members of SSG to support the execution of sourcing needs across the Bank
- Provide support on low to medium complexity contract setups that requires an understanding of the Ariba Source to Contract and Procure to Pay module
- Ensure data accuracy within the Ariba tool and make recommendations on how to operate in a more efficient manner
- Occasionally assist with placing PO’s, coordinating with vendors and tracking PO progress
- Participates in meeting with vendors and key stakeholders, leveraging my purchasing/ contract compliance knowledge to provide direction related to contract setups and promptly resolve any client issues
- Provides support to other Contract Compliance Analysts within the team, regularly updating the team SOP and providing direction on processes, policies and departmental procedures
Administrative Assistant
Believers LoveWorld Inc.
Ottawa, Canada
01.2009 - Current
- Leads administrative processes, encompassing internal and external collaboration, office management, and program scheduling and budgeting, allowing for highly efficient operations
- Identifies business and growth opportunities within the community and contributes to the analysis and acquisition of new sponsors
- Program & Event Management: Identifies key players to assemble and onboard program teams, developing all agendas and documentation to support planning
- Balances schedules and expenses to accurately allocate program resources, and operates as floor coordinator during rollout event to direct teams and maximize efficiency
- Sponsor & Stakeholder Liaison: Develops presentations for leadership use during various meetings, centered on engaging stakeholders or acquiring new program sponsors
- Analyzes current sponsors to determine business opportunities, and facilitates communications to outline individual status and requirements within the organization
- Data Analysis & Entry: Evaluates and categorizes patron and sponsor activity throughout events and programs, and inputs data related to contributions to operations
- Updates staff and patron contact information, as needed
- Inventory Controls: Maintains office supply levels through regular inventory review and order placement
- Liaises with international divisions to coordinate small- and large-scale shipment quantities, dates, and costs
- Relationship Management: Establishes and strengthens relationships with local suppliers, vendors, and community groups in support of operations
- Negotiates pricing for various products and services to support cost control
- Internal Collaboration: Communicates with senior leaders to determine strategies and targets for standard activities and additional programs, translating complex business needs into general language for staff and volunteer instruction
- Contacts cross-functional internal departments to streamline workflow
- Supported organization growth from 30 to 300 patrons during 10 year tenure, allowing for increased organization participation within the local community
- Creates and nurtures strong interpersonal relationships with organization patrons, stakeholders, staff, and volunteers to provide guidance and mentorship on numerous personal and professional issues
Insolvency Agent
TD Bank
Mississauga, Canada
01.2019 - 01.2022
- Manages bankruptcy and insolvency cases through communication with clients and cooperation with colleagues, while multitasking in high-pressured environment
- Diligently maintains databases in thorough fashion and utilizes analytical aptitudes to guarantee excellent client service and alleviate risk of potentially damaging errors
- Data Entry and Management: Enters proof of claims information accurately into database, ensuring key details such as names of trustees and amounts owed are documented correctly
- Inputs all consumer proposals and cases of bankruptcy into system
- Credit Analysis: Calculates the creditworthiness of clients, examining financial history to evaluate and monitor ability of clients to honour financial obligations to creditors in cases of insolvency
- Trustee Management: Communicates with trustees and performs relevant administrative duties, remaining attentive to detail throughout communication process, ensuring legal issues do not arise
- Consistently monitors trustee situations to identify any changes that may occur
Senior Operations Officer
TD MBNA Bank
Ottawa, Canada
01.2010 - 01.2019
- Leads clients through detailed conversations to provide product and service information, revise account and contact details, and identify fraudulent monetary activity
- Develops and strengthens relationships with clients and internal teams, and engages in monthly meetings to develop process improvements and streamline communication
- Client Service & Management: Facilitates conversation with clients to gather information on present issues and develop solutions for immediate or timely implementation
- Adapts service based on client needs and personality to provide customized care, improving customer relationship with the company
- Product Research & Promotion: Compares and contrasts bank products and services to competitors, focused on upselling clients and increasing sales
- Conducts research into industry trends and development, and leverages personal understanding of markets to enhance and detail explanation of services
- Fraud & Risk Mitigation: Performs client identification verification processes to maintain security of sensitive information
- Analyzes account history and spending habits to detect suspicious activity and escalates problematic accounts to proper channels for further action, reducing overall number of fraud cases
- Account Adjustments & Controls: Negotiates terms of payment and charging with clients to establish interest charge, transaction, balance transfer, and insurance payment fees
- Revises non-monetary specifications, including pre-authorized payments, to ensure clients and external parties can complete banking efficiently
- Reports & Documentation: Records information and notes during all client calls to validate personal operations, creating paper trail for internal review
- Obtains client information during conversation to update company records
- Team Collaboration: Supports service representatives, operations officers, and management throughout operations, providing information on personal workflow and challenges to contribute to process redevelopment and target achievement initiatives
- Attends monthly meetings to communicate role details to leaders and colleagues
Education
Business Analysis Certificate - Continuing and Professional Studies
Sheridan College
Mississauga, ON01.2023
Fundamentals of Business Analysis -
Algonquin College
Ottawa, ON02.2019
Honours Bachelor of Social Sciences - Political Science
Carleton University
Ottawa, ON01.2008
Skills
- Customer Engagement Skills
- Account Analysis
- Fraud Identification
- Document Development & Filing
- Operational Coordination
- Credit Analysis
- Data Analysis & Entry
- Business Development
- Team Leadership & Support
References
References available upon request.
Timeline
Procurement Analyst
TD Bank
01.2022 - Current
Insolvency Agent
TD Bank
01.2019 - 01.2022
Senior Operations Officer
TD MBNA Bank
01.2010 - 01.2019
Administrative Assistant
Believers LoveWorld Inc.
01.2009 - Current
Business Analysis Certificate - Continuing and Professional Studies
Sheridan College
Fundamentals of Business Analysis -
Algonquin College
Honours Bachelor of Social Sciences - Political Science
Carleton University
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