At One Acre Fund, I manage a KES 36M potato seed distribution loan portfolio and support regulatory compliance. I also coordinated the buyback of 100 metric tons of potato seeds, achieving 100% audit compliance in 2025.
In my current Loan Order Review and Resolution Supervisor role, I supervise a team of 12 operations specialists. I review client loan amounts and oversee input drops and product swaps using Odoo ERP and Zendesk, achieving a 99% SLA resolution.
Previously, as Contact Centre Follow-up Assistant Supervisor at One Acre Fund, I managed a team of eight agents and resolved Asili-related Zendesk cases with 98% SLA compliance. I also supported payment reversals and shared service delivery feedback with area coordinators and deputy regional managers.
Earlier, as a Contact Center Senior Agent at One Acre Fund, I handled 110 calls per day and maintained an average handling time of 1.5 minutes. At Sanlam, I created more than 150 tailored financial plans and analyzed data and trends to guide investment decisions.
