Project Manager Assistant

CATHERINE KARIUKI

Nairobi, Kenya • +254-***-***-*** • **************@*****.*** • https://www.linkedin.com/in/catherine-wanjiru/ EXPERIENCE

****-******* **** **** ***** PLC Nairobi, KE

Project Manager Assistant

• Chaired the Bank in Kenya Bankers Association meetings that impacted on strategy and product development, share updates with Senior Stakeholders. Collaborated with IPSL, telecoms, and vendors to deliver services

• Coordinated stages of product development and project implementation with the key stakeholders and report bi weekly and monthly on the status by identifying the milestones, key achievements, project risks and issues

• Led the relocation of the Country’s Supplies Centre, application and Cheque Clearing department with 50+ staff from industrial to Bishop Gate; which cut cost for renovation by 70% and improved service delivery by 50%

• Administered budgets and timely regulatory projects with Kenya Bankers Association- Banks to connect to the National Switch and delivery payee and remitter details in EFT; representing 100% compliance

• Supervised a digital app that will allow SME’s obtain loans and make International payments across the globe; tripling customer satisfaction and a lift of 15% company’s revenues

• Trimmed domestic foreign currency cheques clearing days in less than 5 days; increasing customer loyalty and retail business by 21%

• Installed new ATMs in four regions at Watamu ATM in the Coast, Greenspan Mall ATM, Oil Libya Gas station Ruiru, and Kitengela town Offsite ATM; raised standards of retail service and improved customer ratings from 100 customers to 500 customer monthly

• Supervised the introduction of new products and configuration of mobile, internet banking platform for the bank used by 10K + clients that generated 20% new client portfolio in its first quarter compared to previous year

• Scheduled implementation of the internet banking backend portal that allowed identification and verification of client information to allow access of digital channels; increased customer engagement 2 times

• Launched use of technology (tablet (iPad) device for new application remotely; people management-retail staff; reducing time taken to open an account from 3 days to 24hours without paper work

• Streamlined existing payment processes such as International transfers and bulk payments; reduced existing external vendor costs and overheads by 10% and customers pain points by 15%. Currently, working on RTG’ses

• Spearheaded over 10 monthly SteerCos meetings for assigned projects. Assessed the impact of project on the operational and IT infrastructures. Supervised a team of 2-5 resources assigned to project

• Change agent in processes, procedures and training manuals to assist teams with operationalization and support to run daily activities in line with strategy, operating structure and interfaces with other departments

• Accelerated and accurately prepared business cases for funding, Project Charter, MS project plans, and business requirements to meet the company objectives that delivered 4X success rates

• Reinforced stipulated governance for project lifecycles and deliverables are adhered to the latter, maintaining excellent compliance and audit satisfactory rating (green) which is equivalent to 90%+

• Allocated 5+MKsh of financial benefits by deploying a highly effective, low maintenance, and automated bank-to- bank fund transfer system, PesaLink; boosting revenues by 20%

• Achieving 95% automation Loan Processing which reduced paper usage

• Systemized manual intervention improve customer service excellence in real time transactions; reduce fraudulent activities and improve process; safe international payments and electronic bank transfers IT Helpdesk Assistant (Jun 2007- May 2012)

• Nominated as the IT Helpdesk Governance Lead for maintaining high performance and satisfactory ratings during yearly audits

• Managed technical tasks, including email and remote working setups, user account maintenance, and programs’ installation; doubled efficiency

• Restored 100% normal working conditions by managing the service desk incident control system

• Cut on customer complaints by resolving technical discrepancies with contractors and answering queries by phone, email, and in-person reduction of Customer Pain Point (CPP) by 37%

• Introduced two types of Management Information reports and new processes to support new products

• Designed a knowledge base combining the FAQ’s, information on IT processes, resources, and tools that saved receipt of inbound calls by 40%

• Conducted training interns in completing assigned duties within two weeks, as well as the IT department in the use of new IT systems

Technical Application Support Clerk, IT (Feb 2006- Jun 2017)

• Seamlessly configured new laptops and mapped complicated network printers to desktops

• Established business relationships with traveling users when assisting with VPN and blackberry connections

• Grew the number of issues supported in a country by 50 within a year

• Saved resolution time by diagnosing technical problems via phone using Microsoft remote log-in helper IT Intern (Oct 2005- Dec2005)

• Supported IT function in a high performing culture and promoted within 3 months as a Technical Application Support Clerk

EDUCATION

2010-2012 UNIVERSITY OF SUNDERLAND Sunderland, UK

Master’s in Business Administration

2002-2006 UNIVERSITY OF HUDDERSFIELD Huddersfield, UK Bachelor in Computing and Internet Systems

OTHER

• Language: English, Swahili,

• Technical skills: Microsoft Project 2016, Microsoft Visio, Social Media Platforms

• Certifications:

Certified in Foundation in Information Technology Infrastructure Library Computer Learning Centre 2011

International English Language Testing System Band 7 2019

International Advanced Diploma in Computer Studies IAT 2005

International Diploma in Computer Studies Institute of Advanced Technology 2004

Certificate in Computer Programming Institute of Advanced Technology 2003

International Computer Driving License Institute of Advanced Technology 2001

• Volunteered:

Building a greenhouse at Kihumbuini Secondary school, Make a difference day with Barclays bank, HIV/AIDS campaigns, and Parents-Teachers Association in Nairobi Primary School

• Awards and Honors:

Received Long Service Award for achieving 10 years working for Absa Bank PLC

Nominated by management for the Kenya Bankers Association workshops while also participating in Technology Conference at Strathmore University and Absa Bank Kenya PLC training

Awarded for spending over 32 hours to ensure IT systems were restored ahead of a Bank holiday

Obtained Certificate of recognition for implementation of the Flexcube Core Banking system and Customer Authenticity

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