Maureen Omondi
Vancouver,BC
Summary
Senior Operations Officer with 10+ years of experience in Treasury operations, cash handling, sales and marketing, customer service, and leadership and management. Proven track record of consistently delivering exceptional results and implementing high service standards. Known for a creative and innovative approach in developing profitable product solutions. Passionate about fostering strong relationships and excelling in communication, effortlessly connecting with individuals from diverse cultural backgrounds.
Overview
13
13
years of professional experience
Work History
Senior Operations Officer - Service Delivery
Rafiki Microfinance Bank Ltd
2017.10 - 2024.08
- Ensured full compliance to operation controls of banking policies,procedures and service standards.
- Spearheaded the gatekeeping mandate of frauds management and anti-money laundering thorough scrutiny of incoming and outgoing customer instructions pertaining to large cash transfers.
- Conducted daily cash and ATM balancing and reconciliations.
- Conducted treasury operations by negotiating deals for customers and outsourcing for more business in that line
- Managed on-going profitability of the branch,ensuring revenue and customer satisfaction targets are met and exceeded.
- Oversaw periodic audits of operational procedures,identifying areas for improvement or corrective actions as needed.
- Achieved compliance with regulatory requirements through diligent review of internal policies and protocols
- Assisted in the development of training programs for new staff members,increasing overall team knowledge and expertise in bank operations
- Contributed to the growth of bank's client base through exceptional service delivery and relationship building efforts.
- Implement measures to ensure data security,safeguard sensitive client information from unauthorized access or misuse.
Operations Officer - Service Delivery
Rafiki Microfinance Bank
2014.11 - 2017.09
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Processed information required for the provision of services,such as opening accounts,saving plans and purchasing of bonds.
- Cross-sold various bank products to walk-in customer to ensure maximum revenue collection.
- Improved customer satisfaction rates by addressing customers' inquiries and concerns promptly and efficiently resolving issues.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Established and maintained productive staff relationships to Improve workplace morale, increase productivity and enhance personal growth.
- Processed customer cash deposits and withdrawals, cheques,transfers,bills and credit card payments and other related banking transactions.
Sales Representative
Sentrim Hotels & Lodges
2012.07 - 2014.09
- Develop customized proposals and packages based on the specific needs and preferences of clients
- Stayed updated on market trends ,competitors offerings and industry developments.
- Negotiated rates ,terms and contracts with clients to secure bookings and to ensure that contract terms are adhered to.
- Created and delivered compelling sales presentations to clients, showcasing the hotel's features,amenities and services.
- Increased revenue for the hotel through growth in client base due to excellent customer service.
- Promoted and sold hotel accommodation services and event spaces to potential clients and groups.
- Increased customer loyalty through the creation of special offers, promoting the hotel trade shows,networking with travel agencies and local vendors and promptly responding to client inquiries.
Front office and Customer service
Resolution Insurance Ltd
2011.05 - 2012.06
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Collected premiums and issued accurate receipts.
- Verified client information by analyzing existing evidence on file.
- Fostered strong relationships with policyholders to promote loyalty and retention.
- Acted promptly to customer complaints, significantly reducing escalation rates.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
- Streamlined office procedures by organizing files and implementing an efficient document management system.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Assisted customers with completing insurance documents to avoid missed information.
Education
Information Technology
Mombasa Polytechnic University College
Mombasa, Kenya01.2011
Skills
- Bankers Realm Investment Management Solution
- Fidelio ERP
- Business Relationship Management
- Adaptability and Flexibility
- Problem Solving aptitude
- Team Leadership
- Complaints Management
- Professionalism
- Staff Training & Development
- Compliance
- Excellent Communication
- Customer Service
Accomplishments
- Increased the bank's deposit portfolio by 400% leading the branch to break even before the stipulated time.
- Spearheaded the adoption of a forum for team member to air challenges, grievances and ideas which really boosted staff morale and team work.
- Recognized and awarded as the best-performing service delivery team for the year 2023.
- Increased the branch's non-funded income by 90% hence recognized as the most improved branch in quatre one 2024.
- Collaborated with team members to increase bookings for hotel accommodation and conference packages while at Sentrim Hotels & Lodges.
- Developed and organized an Excel database to manage accounts records at Resolution Insurance.
References
- Samuel Ngechu, Branch Manager, Rafiki Microfinance Bank, +254 712 738 992, sngechu@rafiki.co.ke
- Julie Gaitho, Regional Manager, AAR insurance Kenya Ltd., +254 721 335 273, jgaitho@aar.co.ke
- Nafisa Sayedm, Unit Manager, Sentrim Hotels & Lodges, +254 722 961 843, nafisa.sayed@sentrimhotels.com
Timeline
Senior Operations Officer - Service Delivery
Rafiki Microfinance Bank Ltd
2017.10 - 2024.08
Operations Officer - Service Delivery
Rafiki Microfinance Bank
2014.11 - 2017.09
Sales Representative
Sentrim Hotels & Lodges
2012.07 - 2014.09
Front office and Customer service
Resolution Insurance Ltd
2011.05 - 2012.06
Information Technology
Mombasa Polytechnic University College
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