Open to opportunities

Grace Nyaga

@gracenyaga

Message

I am a proactive, detail-oriented professional with 6+ years' experience in customer service and operations.

Kenya

Message

What I'm looking for

I seek a mid-level role in customer experience or operations where I can streamline processes, support teams, and deliver exceptional client service in an impact-driven, collaborative environment.

I am a customer-focused operations professional with 6+ years' experience supporting financial and impact-driven organizations. I streamline administrative processes, coordinate global meetings, monitor process automation (RPA), and improve turnaround times—achieving results such as a 20% reduction in pre-disbursement turnaround and 100% on-time partner correspondence.

I build trusted relationships, drive customer retention, and manage high-volume operations with accuracy, from KES 90M daily transactions to a KSH 256M loan portfolio, while supporting onboarding, due diligence, and compliance. I thrive in remote, fast-paced teams and am committed to continuous process optimization and exceptional client experiences.

Experience

Work history, roles, and key accomplishments

Operations Officer - Back-Office

Oikocredit, EDCS U.A

Aug 2024 - Aug 2025 (1 year)

Provided operational and administrative support to Investment and Partner Services, ensuring 100% on-time partner correspondence and reducing pre-disbursement turnaround by 20% through process improvements and RPA error resolution.

Partner Management Meeting Coordination RPA Monitoring Due Diligence Process Improvement Invoicing Documentation Stakeholder Management

Relationship Officer

Unaitas Sacco

May 2021 - Jul 2024 (3 years 2 months)

Drove business development and member onboarding, growing the customer base by 35% and maintaining a 94% client retention rate while managing a loan portfolio of KSH 256,000,000 and reducing loan approval time by 15%.

Business Development Onboarding Loan Processing Portfolio Management Customer Retention Cross Selling Compliance

Teller / Customer Service Clerk

Unaitas

Oct 2018 - May 2021 (2 years 7 months)

Served as primary client liaison, assisting 200+ customers daily with transactions and account services, achieving a 99% satisfaction rate and processing up to KES 90,000,000 daily with zero cash-handling errors.

Customer Service Data Entry