Valentine Maina

An enthusiastic,diligent and experienced Service Delivery and Client  Experience Specialist with over 2years experience in client -facing support roles within the financial industry .

Client Relationship and Operations support
March 2023-Current
Duties and Responsibilities

• Managing a selection of key accounts/Portfolio to ensure excellent client experience and 
increase in volume and value of transactions, and consequently an increase in revenue.
• Following up with Acquirers on procurement of ARN Provision and sharing the same with 
Merchants and partners upon request.
• Engaging closely with acquirers to build relationships and partnerships.
• Learn and use all systems available for supporting requests.
• Establishing, building, and managing positive relationships with merchants and partners to 
ensure high levels of client engagement.
• Tracking and reporting on merchant performances
• Analyzing merchant feedback on product ranges and new releases, as well as preparing 
reports.

Service Delivery Executive

December 2021-March 2023

Duties and Responsibilities

• Providing high-level telephone, email, and chat support on Virtual Pay suite of products and services.
• Resolving client and stakeholder concerns while consistently providing superior levels of service through our different contact channels.
• Maintaining optimal processes and structures that achieve efficiency, resource utilization and cost containment.
• Assessing client feedback and improving procedures accordingly to ensure that great service is provided at all times.
• Collaborating with other departments to ensure escalated issues are handled timely and correctly
• Retaining clients and increase client loyalty while projecting a professional, efficient and positive outlook. 
• Professionally responding to inquiries from various stakeholders and internal executives from throughout the organization regarding client escalations and requests.
• Ensuring all relevant procedures are followed from beginning to resolution.
• Raise and monitor service tickets through the client support service.
• Identify and drive service & operational improvements across KYC operations.
• Provide administrative support to the Service Delivery Manager.
• Implementing and improve client support processes to enhance client satisfaction.
• Implementing tools and technology solutions to streamline the client service process.
• Formulating and revising client support policies and promoting their implementation.
• Assessing support statistics and preparing detailed reports on the findings.
• Promote and Contribute to Information Security Management System (ISMS) procedures, initiatives and best practices within the department and the organization and. 
• Perform other related duties as assigned.

Administrator, Accounts and Procurement at Mobile Pay Limited (Tangaza Pesa). 

July 2020-December 2021

Roles and duties

   Administration

• Coordinate and schedule appointments and meetings, attend meetings and trainings as per requirement.
• Attending to all the incoming calls, responding to them and transferring the calls to the appropriate department.
• Maintenance of important documents, files and records in an organized manner.
• Providing assistance to the heads of departments, conferring and coordinating with them as per the requirement.
• Supervising the house keeping department and ensuring that all the items are in stock.
• Attending to visitors or customers present physically at the office.
• Providing information about the services and products of the organization.

Accounts

• Prepare and file tax returns for various tax obligations and submitted them to the relevant authorities before the deadlines.
• Petty cash disbursement and management.
• Post journal entries in the company’s internal accounting system.

Procurement

• Sourcing of tenders in sites like, (Public Procurement Information Portal, Tender Soko, Tendersure and National Newspapers.).
• Purchase of tenders, registration, actual bidding as well as bid bond application.
• Monitor and manage inventory of office supplies, order and distribute office supplies as necessary.

Key Accomplishments

Aside from the role and responsibilities, I have;

Administration

• Collaborated with the software development team to design the user interface of the Tangaza Pesa application.
• Registered customers to the Tangaza Pesa Application.
• Registered and set up companies to the Tangaza Platform.
• Solved Non-technical issues that arose while using the Tangaza Pesa Application.
• Guided Sacco Customers on how to borrow and repay loans using the Tangaza Pesa Application.
• Supervised the day-to-day activities and projects of the software developers, and offered them. assistance when and where it was needed.
• Organized, attended and wrote minutes of the meetings within and without the company.
• Shortlisted and organized Interviews for prospective employees.

 Accounts

• Set up the accounting references in the Tangaza ERP system.
• Set up Government Taxes in the Tangaza ERP system.
• Set up the Chart of Accounts in the Tangaza ERP system.
• Set up the payees and commissions in the Tangaza ERP system.
• Assisted in setting up the company Sacco and its products.
• Managed the company’s petty cash.
• Managing the Tangaza Pesa agent float. 

Procurement

• Applied for, filled and submitted prequalification and tender documents.
• Ensured continued and uninterrupted supply of office requirements and needs to the different departments in the company.

   Other Positions Held

• Procurement Intern | Safari Park Hotel and Casino | August 2016-November 2016.

Roles and Duties

• Receiving, inspection and acceptance of goods from suppliers.
• Inter departmental issuance of goods from stores through the internal issuance system.
• Relating with suppliers in compliance with the company regulations as per the local purchase. order.
• Stock taking, stock arrangements and issuance.
• Proper store layout and management of stores.
• Management of control cards.

Bachelor of Commerce(Finance Option)