Mary Muthoni Mbugua

Business Leader

+254-***-***-*** adpwdf@r.postjobfree.com P. O. Box 165**-*****, Nairobi, Kenya SUMMARY

Values-driven Business Leader with over 10 years of hands-on experience in project management, customer experience, as well as identifying and limiting risks.

Highly adept at analyzing business requirements that address issues accurately and timely. Commended for maintaining a very positive attitude and producing high quality work that fosters organizational goals and prosperity.

EXPERIENCE/PROFESSIONAL CONSULTANCY

Oracle Edge Consulting -September 2019

Conducted a Short Training on Customer Service at Kenya School of Revenue Administration

New Faces New Voices (NFNV) Member of Graca Machel Trust

(December 2018-Jan 2019)

Preparation and compilation of a Technical Proposal for Consultancy on implementation of the Affirmative Finance Action for Women in Africa (AFAWA) Faulu Microfinance Bank Limited

Business Support Officer/ Personal Assistant (01/2017 - 05/2018)

- Increased organizational efficiency by participating in the development of departmental policies and Corporate SLA’s.

- Entrusted to prepare and roll out Customer Service charter, the customer Service Complaints Log as well as Visa terms and conditions.

- Commended for developing dashboards and new quality standards which added value to the business and enhanced quality performance and reliability respectively.

- Spearheaded campaigns to increase/grow customer’s usage by monitoring performance of Bank’s Channels to identify areas of improvement.

- Monitor, screen, respond to and distribute incoming communications.

- Maintained a positive variance by ensuring Departmental Budgets are well monitored.

- Production of Monthly EXCO reports and Quarterly Board Reports.

- Schedule meetings, book meeting rooms, document and track Actions thereof.

- Managing the COO’s diary; Travel and Itinerary

Projects Officer (02/2015 - 12/2016)

- Spearheaded Project on successful installation of 28 ATM’s countrywide.

- Transformed the Bank from a Deposit-taking Financial Institution to allow commercial services as a Microfinance Bank through running of projects that introduced enablers such as Visa debit card, cheque books, cheque and EFT clearing, mobile account opening and Safaricom partnerships.

- Proactively managed project budgets and established good working relationships with all stakeholders

- Liaised with the Project Manager and Project Team to maintain monthly reporting cycle.

- Facilitated effective decision-making through monitoring & evaluation of projects progresses, generating reports showcasing status, tracking workflow and monitoring progress of work against deadlines.

- Entrusted to act as Business Analyst in developing, introducing, interacting and using Salesforce.com.

- Commended for effective project risk analysis and management, activity & resource planning, as well as cost estimation and budgets development. MY PHILOSOPHY

“Service is not about what we want to give. It's

about what the other person wants to

receive."

Bryan K. Williams

EDUCATION

Bachelor of Business Management

Mount Kenya University

Advanced Certificate in Marketing

Kenya Institute of Management

Diploma in Hotel Management

Park Place Hotel & Training Center

CREATING IMPACT

• Entrusted to prepare and roll out of

Customer Service charter, customer Service

Complaints Log as well as Visa terms and

conditions.

• Streamlined COO's time to focus on strategic

issues by assisting in handing departmental

operational and managerial Issues.

• Spearheaded campaign which increased and

grew customer’s usage through monitoring

performance of Bank Channels to identify

essential areas for improvement.

• Streamlined effective decision making

through monitoring and evaluation of

projects progress, providing reports

showcasing status, tracking workflow and

monitoring progress of the work against

deadlines.

LANGUAGES

English Fluent

Swahili Fluent

EXPERIENCE

Old Mutual Kenya

Project Assistant - Acquisition & Merger of Faulu Microfinance Bank-

(02/2014 - 02/2015)

- Monitored resource utilisation through planning and scheduling resources for a group of projects.

- Fostered closure of actions through maintenance of action tracker as well as tracking and reporting Overall projects plans.

- Entrusted as a focal point in managing workstreams in both organizations while preparing reports that were presented to the Old Mutual Emerging Markets Meetings.

- Established and maintained project documentation library and assisted in the management of the project Life cycle.

- Coordinated & communicated of Project Meetings, booking meeting rooms, taking meetings and follow up of the Actions tracker.

Customer Solutions Team Leader (03/2011 - 01/2015)

- Fostered effective customer services by streamlining excellent Service through leadership and effective use of resources.

- Maintained and improved call centre operations through identifying and resolving problems, preparing & completing action plans.

- Achieved timely monitoring of queries log and closure of opened complains by streamlining capturing and closing of complaints Log and follow up on escalated items.

- Enhanced performance by managing operational and productivity of team member's through regular meetings and conduct quarterly Performance Reviews of the team.

- Commended for boosting customer experience standards, through proper resourcing and managing of call center.

- Entrusted to preparing Performance scorecards for team members and conducting Appraisals.

- Entrusted to foster call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, costs and benefits analysis, defining user requirements, upgrading quality & customer-service standard; contributing information and analysis to organizational strategic plans and reviews. Project Assistant - Acquisition & Merger of Reliable Stock Brokerage Firm (03/2011 - 01/2015)

- Boosted customer satisfaction and retention through reducing of customer complaints.

- Reduced Frauds by introducing controls in Processes and systems

- Attained LEAN working environment by streamlining processes.

- Participated in successful Acquisition of Stock Brokerage firm. Call Centre Agent (07/2008-11/2010)

-Entrusted to support customers through the provision of feedback & advice to customers queries through phone on Financial Investments and Insurance products. Front Office Assistant (2003-2008)

Old Mutual KE East African Cables Cotecna Inspection S.A

-Acted as the face of Organisation by providing excellent customer service to Visitors who walk in or on the telephone; Directs visitors accordingly. STRENGTHS

• Vast experience

10_ years of hands-on experience in project

management, customer experience

• Effective communicator

Both orally and written, at individual and group

levels, in formal or informal set ups

• Well disciplined

Always on time for tasks and deadlines

• Adaptable & flexible

Able to challenge conventional ways of working and learn new roles quickly

• Professionalism

Able to demonstrate technical skills and work under professional values

AREAS OF EXPERTISE

Relationship Management

Customer Experience

Process Improvement

Project Management

Decision Making / Problem solving

Resource Planning

Monitoring & Evaluation

TRAININGS ATTENDED

Certified Monitoring & Evaluation Professional

National Industrial Training Authority

Certified Prince 2 Foundation

APMG International

Excellent Project Management Skills

Dolphins Group

Management Skills Training

Old Mutual

Foundation Course in Life Assurance Quality

Customer Care Training

College of Insurance

Risk Management Open Pages Training

Old Mutual Emerging Markets

CAREER GOALS

DECLARATION

I, Mary Muthoni Mbugua.

Hereby declares that this Curriculum Vitae (CV) describes my current qualifications, experiences, and competencies correctly to the best of my knowledge.

Signature

COMPUTER SKILLS

Microsoft Word Excel PowerPoint

Outlook Publisher Project

Salesforce. Com

REFEREES

Judith Njeri

Forensic Investigator

UAP Old Mutual

+254-***-***-***

Lorraine Osano

Entrepreneur

+254-***-***-***

Jane Mutua

GM-Property

UAP Old Mutual

+254-***-***-***

A

C

D

B

A. Enhance my professional skills in a

dynamic and fast paced workplace

B. Keeping up with cutting edge

Technology

C. Boost Knowledge by more

engagement in professional training

D. Sustain my high performance to

boost organization success

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