Experience

• 

  Aegis Defense Services, LLC

  • United States
  • Security and Investigations
  • 1 - 100 Employee

  • Head of Administration and Finance / Head of Support Services

    • Mar 2016 - May 2023

    • Carry out administrative and communications activities as instructed by the project manager or other(s) to which they have delegated authority. Monitor support services to ensure optimum client service and satisfaction including liaising with headquarters practice groups for required support. Assist in the interview process for potential staff or consultants joining the project.• Keep all the staffing records including timekeeping, holiday and sick leave. Manage the rotation matrix and ensure that in-country staffing levels information is made readily available in a timely manner.• Effectively manage costs of the project by making sure we receive money worth goods and service that are in line with operational needs; are compliant with procurement procedures, regulations and standard of accountability.• Manage, ensure timely delivery of all administrative services, asset and premise management, travel, organisational,• personnel security and IT. Make sure all the task orders are completed, signed off with all relevant documentation attached and always invoiced at the end of every month.

  • Assistant contract & Finance manager

    • Oct 2014 - Feb 2016

    • Managed a USD 5.5 million per annual budget efficiently. Managed equipment, supplies procurement in tandem with finance department and UN policies. Managed the movement of assets/cargo to the different regions in line with the UN policies.• Prepared departmental daily, weekly and monthly financial reports. Ensured daily reconciliations were done, all the receipts and petty cash vouchers filed electronically. Made sure the invoice was submitted to the UN on a timely basis.

• 

  Albany Associates

  • Africa Union/United Nations/Information Support team - Mogadishu, Somalia

  • Head of Finance And Administration

    • Jun 2012 - Sep 2014
    • Africa Union/United Nations/Information Support team - Mogadishu, Somalia

    • Managed a USD 7.5 milliom per annual budget efficiently. Managed the administration department in line with the requirements as determined by the project to include all administration staff members wherever their duty station is located. Made sure we passed the financial, systems audit during the period in line with the UN policies and procedures.• Managed, kept records for local contracts for travel arrangements, made sure all international staff have proper documentation; visas, work permits, accommodation and sub-contractors.• Organised in house trainings in line with the organisational requirements.Made sure the logistical operations were in place. Organised all procurement, logistics for the client and organisation. Managed central filing system in tandem with the policies and procedures.

• 

  Stanbic Bank Kenya

  • Nairobi

  • Customer Information Consultant

    • Jan 2010 - May 2012
    • Nairobi

    • Led performance, ensured the development of turnover, market share, customer satisfaction of the branch in compliance with strategic guidelines and policy. Identified major risks affecting the support function, ensured the necessary steps were taken to measure, monitor and control these risks. Maintained an effective control structure, with control activities defined at each level and duties appropriately segregated. Monitored internal controls to ensure their adequacy and effectiveness. Recommended revision of controls to provincial operations, to address new or previously uncontrolled risks. Gained a sound understanding of the different local market segments in the branch’s area of operation. Ensured efficient day to day operations of the branch were met. • Kept up to date with changes, developments in the local market and migrate customers to more appropriate, cost-effective channels. Coached the customer service team on product knowledge and made the most of cross-selling opportunities. Set customer service standards, maintained the requirements of each market segment; ensured customer complaints were monitored, trends, root causes identified and addressed at source to prevent recurrence. • Developed, monitored customer service performance indicators, service level agreements, turnaround time, provision of accurate weekly, monthly quantitative, qualitative and evaluation consistency exercises report as per agreed timeframes. Ensured that customer needs were anticipated and laid-down instructions were adhered to by all areas under control.

• 

  Safaricom

  • Westgate mall- Nairobi

  • Retail center cash and stock supervisor

    • Jan 2005 - Dec 2008
    • Westgate mall- Nairobi

    • Ensured the attainment of retail center team revenue targets which entailed revenue generation. Accurate and timely preparation of report of daily, weekly, monthly, quarterly, semi-annually and annual reports which is end of year audit reports. • Supervised all the cashiering services at the shop, ensured that the cashiers reconcile all their transactions daily. Managed the day to day banking activities, ensured all cash was banked. Ensured that the cash receipts as the till reconcile with the amount banked. Liaised with, ensured contracted company transferring cash to the bank delivered as per agreed service level agreement. Ensured operational expenses were kept within the assigned budget.• Supervised the day-to-day stock management for the care centre, mobile centre by ensuring sufficient stocks were available in the retail center. Delivered high quality retail sales customer service, in all interactions with customers that met agreed customer satisfaction rating and this led to customer satisfaction. Liaised with finance, DHL for stock deliveries and ensured reconciliation of daily stock movement.

• 

  Stellar

  • Australia

  • Customer care representative / Coach September 2003 – October 2004

    • Sep 2003 - Oct 2004
    • Australia

    • Encouraged, drove customer care representatives to excel, attain internationally acceptable call center standards and practices of professionalism. • Coached, developed a team geared towards high quality, peak performance and acknowledged professionalism. • Supported the customer care representatives • Ensured requisite systems were in place to support customer care representatives and to enable delivery of expected call center service level.