MMmburia MBURIA
@mburiamburia
Dedicated Operations Specialist with a focus on customer experience.
KenyaWhat I'm looking for
I am a dedicated Operations Specialist with a strong focus on customer experience and success. Thriving in dynamic environments, I leverage my expertise in streamlining processes and enhancing service quality to drive organizational success. My experience in collaborating with cross-functional teams and implementing improvements has consistently led to increased customer satisfaction and operational efficiency.
Throughout my career, I have successfully re-engineered operational processes and led client onboarding initiatives that have significantly improved service delivery. My role as General Manager at Excelle Insights has allowed me to spearhead business strategies and oversee the integration of innovative CRM solutions, further enhancing client satisfaction. I am passionate about fostering a collaborative team environment and ensuring that all operational workflows align with business objectives.
Experience
Work history, roles, and key accomplishments
General Manager – Business Operations
Excelle Insights
May 2024 - Present (1 year 1 month)
Provided leadership and mentorship to staff, fostering a collaborative team environment and streamlining operational workflows. Spearheaded business strategies to drive growth in real estate technology, overseeing CRM and mobile app development and technical integrations.
Customer Success Coordinator
Actriv Healthcare Inc.
Nov 2023 - Apr 2024 (5 months)
Streamlined scheduling and staff coordination, enhancing client care efficiency by 25% and boosting customer satisfaction. Proactively identified and resolved customer and employee issues, maintaining smooth operational workflows and optimizing database functionality.
Training & Customer Support Officer
Excelle Insights
Mar 2023 - Oct 2023 (7 months)
Conducted training sessions for customers and internal staff on the ExcellePro CRM system, designing and delivering training materials. Provided technical support, troubleshooting issues, and managing customer relationships to ensure satisfaction with the product.
Payment Officer- Transaction Processing Unit
Bank of Africa
Jun 2021 - Aug 2022 (1 year 2 months)
Ensured accurate and timely processing of domestic and international transfers, reducing onboarding delays by 20% while conducting KYC and AML tests. Assessed transactional risks, compiled daily/monthly reports, and provided customer service support to branches.
Customer Relationship Lead
Property Agents Network
Oct 2022 - Present (2 years 8 months)
Managed client onboarding processes, ensuring compliance with real estate regulations and designing process guidelines that reduced documentation errors by 20%. Analyzed customer feedback to recommend service improvements, increasing satisfaction by 10%, and liaised with sales and marketing teams.
Banking Officer – Operations Support Unit
Bank of Africa
Dec 2020 - Jun 2021 (6 months)
Contributed to optimal service levels by confirming daily branch service setups and reviewing cashier differences and unvalidated entries for 100% audit compliance. Monitored branch internal cash limits and followed up on audit recommendations and historical data issues.
Banking Officer – Organization Excellence Unit
Bank of Africa Kenya Limited
Mar 2019 - Dec 2020 (1 year 9 months)
Formalized operational procedures using Lean Six Sigma, reducing turnaround time by 20%, and led process improvement projects. Coordinated action plans, training sessions, and implemented changes required by statutory and regulatory authorities.
Banking Assistant – Branch Teller
Bank of Africa Kenya Limited
Mar 2015 - Mar 2019 (4 years)
Accurately processed customer transactions, maintained cash limits, and cross-sold branch banking products while ensuring outstanding client service. Followed bank policies, conducted AML and fraud assessments, and resolved customer inquiries.
Education
Degrees, certifications, and relevant coursework
KUKenyatta University
Bachelor of Education, Education
Grade: Second Class Upper Division
Achieved a Second Class Upper Division. Studied at Kenyatta University in Nairobi, Kenya.
Starehe Boys Centre & School
Kenya Certificate of Secondary Education, General Studies
Grade: B+
Completed secondary education at Starehe Boys Centre & School. Achieved a mean grade of B+ (Plus).
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
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