Analyst, Back office Processing, COGS-Global Service

Deel

April 2023 - Present

Remote

Process quotes for new clients, and employee verification according to different state laws 
Responsible for coordination efforts with Accounting and Tax teams to coordinate payroll corrections and amendments
Ensuring all aspects of the payroll cycle, including tax, benefits, wage attachment, etc. are processed, reconciled, audited, and transmitted accurately and timely
Monitor and implement statutory updates for regulations relating to payroll and time tracking
Create custom reports and analyze large amounts of information to support mandatory reporting, day-to-day, and ad hoc business needs.
Solve any client problems that may arise during the onboarding stage and collaborate closely with internal teams such as Sales, Support, Operations, Product, and Engineering to deliver outstanding customer experience. To continuously improve the onboarding process

Risk, support and Onboarding Specialist

Zepz

November 2021 - May 2023
Remote

Overall Purpose: Support the business to mitigate litigation risks via user protection services
Additional role to the Customer Care Representative duties.
Provide frontline user protection support for Sendwave app users.
Constantly monitor the domain of App users to ensure protection against fraud-linked losses.
Handle outbound calls during my shift
Mark scam victims & confirmed fraudster accounts
Report all the new or reoccurring fraud trends (Fraud trends)
Perform landmark verifications, ID verifications, IP checks, and card verifications among other person identification verifications
Support users having difficulties using the app or having questions or concerns regarding our services.

Customer support specialist

Sendwave (International Remittance)

May 2021 - Nov 2021

Remote

Human Resources Generalist

SolaVieve

December 2022 - March 2023
Remote

Effective operations of Company People & Culture activities to support management including on-boarding and or off-boarding

Contribute to the development of a robust culture through role modeling the company values and the behaviors which drive our culture

Engaging with the teams, motivating them, and helping to raise performance levels

Aiding in the hiring process, which includes coordinating and posting job posts, reviewing resumes, and performing job interviews where necessary

Ensuring new hire paperwork is completed and processed

Ensuring culture & engagement projects are implemented, reviewed and improved according to trends

People Operations Intern

Culturelligence

March 2022 - October 2022

Remote

Recruitment & onboarding of interns.
Experiment & implement diverse techniques and opportunities to enroll students & freshers for training & internship program
Work with the digital marketing team to host webinars for the students and freshers
Research and analysis of modern HR practices like Agile HR

Client Services Officer, Diaspora Banking

Equity Bank Limited

March 2021 - May 2021
Nairobi, Kenya

Offer the most efficient client service to clients living in the Diaspora.

Captured all queries (including verbal, written, telephone, e-mail etc.) on the bank's query logging system

When directly receiving customer inquiries, attempted to solve the inquiry in the first instance by using the bank's systems.

Explained to customers the process flows for all their requests, including timelines and requirements expected from the Bank and client

Explained the bank's procedures, security requirements (such as the requirement to provide sufficient identifying information when carrying out a transaction) as well as services to customers

Resolved queries – escalate where unable to respond to the Client Service Manager

Informed customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.

Customer Service Advisor

Absa Bank

January 2019 - June 2020
Nairobi, Kenya

Hurlingham Branch
Overall Purpose: Responsible for delivering customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures
Sensitized and marketed to clients on the various products of the bank, including; personal internet, mobile, and business internet banking, and encourage them to utilize these services
Paid cash against general ledger accounts
Handled Foreign exchange (purchase or sale)
Handled local and international funds transfers
Ensured all customers are served promptly
Balanced daily transactions
Handled customer queries end to end.