Wilfrida Okuku

Led end-to-end onboarding and implementation for 45+ SACCO clients, cutting average go-live timelines from 24 to 6 weeks through structured trackers and validation frameworks while achieving a 98% first-time system acceptance rate.

Delivered technical implementation and client onboarding support across core and mobile banking platforms, contributing product feedback and documentation to improve customer-facing tools and AI-assistant performance.

Led merchant enablement and digital financial services rollout across 15 counties, growing active retailers from 20,000 to 150,000 in 3 months and improving transaction volumes by 40% through coordinated route-to-market and product improvements.

Resolved complex service and dividend inquiries achieving a 95% first-call resolution rate and led virtual AGMs with >80% participation by implementing structured escalation protocols and digital registration workflows.

Managed day-to-day financial operations including invoicing, accounts payable/receivable, cashbook reconciliation and tax filings, improving cash visibility and forecasting accuracy for the agency.

Acquired 200+ customers in 3 months through focused loyalty and digital efforts, improving data handling processes and increasing customer satisfaction via consistent digital content.

Managed in-store and field brand activation campaigns, driving customer engagement and achieving a 60% lift in NPS through consistent, customer-focused engagement strategies.

Provided full-time remote customer support across live chat, ticketing, and phone channels, demonstrating reliability and achieving high engagement for new digital platforms.

Completed CPA Section 1 and Section 2 coursework at Strathmore University between May 2017 and November 2017.

Completed a Diploma in Business Administration focusing on foundational business and administrative practices from October 2015 to October 2016.

Completed secondary education and received a Secondary Diploma.