JM

Open to opportunities

Judy Murugi

@judymurugi

I’m a Payments Associate improving high-volume transactions and SLA performance.

What I'm looking for

I’m looking for a payments/fintech operations role where I can own high-volume transaction workflows, work closely with payment partners, hit SLA targets, and continuously improve accuracy, monitoring, and issue resolution—while growing within a reliable, high-accountability team.

I’m a Payments Associate with hands-on experience managing high-volume payment flows in a fast-paced gaming/fintech environment. I coordinate with payment partners to keep player deposits and withdrawals timely and accurate, using strong transaction monitoring and queue prioritization to resolve issues under strict SLAs.

At Dafabet, I processed 150–300+ daily player deposit transactions by proactively following up with partners to minimize pending cases, consistently hitting 95–100% of SLA targets. I resolved 90%+ of payment issues (failed deposits, delays, reversals) within first response cycles, reduced transaction backlog by ~25–35% by escalating recurring bottlenecks, and maintained 99%+ accuracy to support audit readiness and compliance. Earlier, as an English Customer Associate, I handled payment-related client queries with clear documentation and cross-functional collaboration, and as a Finance Intern, I supported budgets, reconciliations, and tax computations—building a dependable, detail-driven approach I bring to every payment operation.

Experience

Work history, roles, and key accomplishments

DA

Current

Payments Associate

Current

Dafabet

Feb 2024 - Present (2 years 3 months)

Managed high-volume player deposit processing (150–300+ daily) by coordinating with payment partners to drive high completion rates and minimize pending cases. Met 95–100% SLA targets, resolved 90%+ of payment issues in first response cycles, reduced backlog by 25–35%, and maintained 99%+ transaction accuracy while improving cross-functional escalation turnaround by 20+%.

Payment Operations SLA Management Transaction Monitoring Data Verification

DA

English Customer Associate

Dafabet

Feb 2023 - Feb 2024 (1 year)

Provided timely client support for payment and transaction queries, investigating and resolving issues within service-level agreements with clear documentation. Collaborated with cross-functional teams and third-party partners, categorizing and escalating cases to maintain compliance with established procedures.

Customer Support Payment Issue Troubleshooting Case Investigation Escalation Management Problem Solving Communication Skills

NS

Finance Intern

Nacico Sacco

Aug 2022 - Dec 2022 (4 months)

Supported budgeting, cash flow projections, and financial report preparation, while reconciling payables, receivables, bank statements, and M-Pesa accounts. Assisted with tax computations and returns, processed loan applications within limits, and maintained accurate documentation for audit readiness.

Accounts Payable Receivable Budgeting Bank Reconciliation M Pesa Processing Tax Computation Assistance

Education

Degrees, certifications, and relevant coursework

MK

Multimedia University of Kenya

Bachelor of Science in Economics, Economics

2018 - 2022

Grade: Second Class Honors – Upper Division

Earned a Bachelor of Science in Economics at Multimedia University of Kenya from 2018 to 2022. Achieved Second Class Honors (Upper Division).

Tech stack

Software and tools used professionally

Gmail

Zendesk

Jira

Google Workspace

Remote

ChatGPT

Find your dream job

Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!