Irene Madara Onyango
Edmonton,AB
Summary
Talented support and administrative manager offering exceptional operations and team management abilities. Closely monitor operations and adjust strategies while empowering staff to independently handle daily needs. Focused on strengthening strategies to keep the business ready for any challenge.
Overview
12
12
years of professional experience
Work History
Field Support Administrative Supervisor
Watu Africa
12.2023 - 05.2024
- Managed office administrative filing, research and document control
- Reviewed all expense reports for accuracy and proper expense disclosure
- Managed employee performance through disciplining, coaching and counseling
- Trained new employees on company policies, procedures, software applications.
- Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.
- Provided support during periods of high workload by stepping in to assist with various administrative tasks as needed.
- Supervised support teams that provide the necessary tools to field officers.
- Organized department meetings with well-prepared conference rooms, organized schedules and arrangements for support services or required technology
- Coordinated travel arrangements for domestic and international trips
Asset Risk Administrative Supervisor
Watu Africa Ltd
07.2021 - 12.2023
- Managed office administrative filing, research and document control
- Made accurate and timely decisions based on customer needs and business requirements
- Directed work of multiple teams and assisted with meeting specific team project goals
- Managed employee performance through disciplining, coaching and counseling
- Supervised support teams that provide the necessary tools to field officers
- Fostered inclusive and progressive work culture to boost employee morale and overall satisfaction
- Oversaw day-to-day operations and assisted in challenge resolution to reduce potential downtime
- Developed staffing strategies and allocated resources to meet business needs and customer service commitments and objectives
- Organized department meetings with well-prepared conference rooms, organized schedules and arrangements for support services or required technology
- Coordinated travel arrangements for domestic and international trips
- Planned and adhered to supply budgets to keep office stocked and stay on top of operations needs
Debt Collection Supervisor
Watu credit ltd
05.2019 - 06.2021
- Monitored and maintained collections platform, tracked analytics and reported on performance
- Tracked and evaluated collections productivity daily to adapt strategies and maintain targets
- Managed team of 20 collections representatives that assisted customers in reconciling past-due accounts, took payments via phone and created and mailed monthly account statements
- Worked with management team to identify problems and improve customer service levels
- Taught staff proper procedures and practices to effectively collect on 100% of accounts
- Escalated calls and legal issues to and from debtors based on business requirements
- Communicated policies to customers via well-written letters or orally in escalated telephone calls
- Hired, developed and retained diverse and highly effective collections team
Quality Portfolio Officer
Watu Africa Ltd
05.2018 - 04.2019
- Monitored and controlled assigned Asset Finance Portfolio using the Company's software
- Ensured adherence to payment schedules through proactive follow ups
- Identified and implemented the most efficient debt recovery methods and techniques
- Maintained records about client's financial status, reporting daily to the management
- Kept track of team's portfolio and overseeing sharing of tasks among loan officers
- Performed portfolio audits to ensure timely and thorough followed ups of clients accounts in line with the company's financial policies
- Developed and strengthened clients relationships, regularly updated clients on Company policies and new products, providing tailor made financial solutions through the range of products offered by the Company
Relationship Operations/Customer Service Officer
Equity Bank
02.2013 - 10.2016
- Processed cash deposits and cash withdrawals both in local and foreign currency, international money transfers and local mobile money transfers
- Managed cash levels whilst following the set policies and procedures
- Educated customers on the benefits of banks product in the financial sector e.g loans, mobile banking
- Updated information to the customers on new banking products
- Solved customer queries through proper product knowledge and referred them to the correct desk hence ensuring great customer experience
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Served as friendly first point of contact for customer inquiries
- Prepared documentation for customer contracts and transactions.
Customer Service/Data Analyst
Startimes Media Ltd
05.2012 - 12.2012
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Participated in requirements meetings to understand business needs.
- Collaborated with business-unit leaders to identify and prioritize problems.
Education
St John Ambulance certified first Aider -
Watu Africa Ltd
03.2022
Bachelor's - Social Sciences
Catholic University of Eastern Africa
01.2010
Kenya Certificate of Secondary Education -
Bunyore Girls High School
01.2005
Skills
- Deadline-oriented
- Budget Administration
- Information Management
- Relationship Building
- Cross-Functional Teamwork
- Scheduling and calendar management
- Workflow Planning
- Workload prioritization
- Office Management
- Training and coaching
- Operations Management
Languages
English
References
- Raivis lapkasis, Head of Collections Emerging Markets, Watu Africa, +371-29900613, Rlapkasis@watuafrica.com
- Risper Ngetich Operations Excellence Manager, Kenya Watu Africa, +254 (0) 720435839, nhall@watuafrica.com
- Irene Kanati, Branch Manager, Equity Bank, +254 (0) 721684915/0763-684915, irene.kanati@equitybank.co.ke
Timeline
Field Support Administrative Supervisor
Watu Africa
12.2023 - 05.2024
Asset Risk Administrative Supervisor
Watu Africa Ltd
07.2021 - 12.2023
Debt Collection Supervisor
Watu credit ltd
05.2019 - 06.2021
Quality Portfolio Officer
Watu Africa Ltd
05.2018 - 04.2019
Relationship Operations/Customer Service Officer
Equity Bank
02.2013 - 10.2016
Customer Service/Data Analyst
Startimes Media Ltd
05.2012 - 12.2012
St John Ambulance certified first Aider -
Watu Africa Ltd
Bachelor's - Social Sciences
Catholic University of Eastern Africa
Kenya Certificate of Secondary Education -
Bunyore Girls High School
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