ALICE NGAMI MUASA
P.O Box- Nairobi, Kenya LinkedIn --EXPERIENCE
Customer Journey Expert| Product Owner; March 2020 – March 2022
Nairobi, KE
Safaricom PLC 2006 – March 2022
Led 10 team members within a squad to ensure that the needs of the customers were well
understood.
Collaborated with the product owner to craft user stories, manage / backlog prioritization and
ensure that tasks were delivered within each two weeks sprint.
Worked with the squad members to define the meaning of done for each user story.
Identified areas for improvement & opportunities for grow by analyzing Voice of the Customer
data and monitor emerging trends that established action plans for Customer Journey Mapping
Liaised with cross functional teams and stakeholders to establish product requirements based on
customer needs.
Built empathy maps, creating personas and customer journeys based on feedback from customer
research.
Crafted user flows and wireframes that lead to intuitive user experiences for an onboarding portal
and a merchant product.
Coordinated User experience designers to provide direction on UI designs for an intuitive user
experience.
Conducted qualitative research to identify needs and pain points.
Steered out usability tests to improve user experience, increase customer retention and
conversion rate by 90%
Fintech Operations; February 2017 – February 2020
Nairobi, KE
Safaricom PLC
Collaborated with Key stakeholder to resolve 80% customer problems beyond the supervisory
level in all operational areas.
Served as the operations liaison officer to Key accounts, Enterprise Unit, Finance Team, Product
development.
Prepared and made payments on behalf of NGOs, Government and Enterprises that used M-PESA
to pay staff and service providers.
Maintained continuous lines of communication, keeping partners informed of all critical issues.
Provided support in new locations through on-ground training on web & phone and help & advice
to new operations team members.
Supported product development team in development of new products in testing and after
cutover.
Conducted tests during upgrades and system deployments.
Ensured processes are documented and updated with a view to offer unmatched Customer
experience.
Analyzed data and suggested actionable insights.
Project Manager; August 2018 – January 2019
Nairobi, KE
Safaricom PLC
Maintained stakeholders' communication on the status of ongoing projects through weekly
reporting.
Established good working relationships with external partners and internal partners.
Coordinated 3 (three) projects from initiation to deployment within 6 (six) months working in the
project management office.
Managed and controlled projects scope and the change control process ensuring that projects are
completed according to schedule.
Spearheaded the integration between Safaricom and an insurance company for a premium
insurance funding project between Safaricom and the partner.
Strengthened relationships with key stakeholders and built merchant self-onboarding portal that
helped reduced the onboarding turnaround time by 50% and increased revenue by over 60%.
Championed in the self-reversal process allowing customers to initiate erroneous M-PESA
payments without calling the call center that reduced the number of calls and improved the
process of reversing erroneous transactions by 80%
Participated in the design of a payment’s portal, a one stop shops for enterprise customers to
perform all transactions improving efficiency of doing transactions by 77%
Enabled processing of new applications SLAs reduced from 3 days to less than 24 hours improving
customer experience and daily acquisition of new customers from an average of 1,300 customers
to 5,000 customers, revenue from new customers increased by 20%.
Relationship Officer; January 2012 – October 2015
Nairobi, KE
Safaricom PLC
Assisted in resolving customer problems beyond the supervisory level in all operational areas.
Served as the operations liaison officer to Key accounts, Enterprise Unit, Finance Team, Product
development.
Prepared and made payments on behalf of NGOS that use M-PESA to pay their staff and service
providers.
Maintained continuous lines of communication, keeping partners informed of all critical issues.
Provided support in new locations through on-ground training on web & phone and help & advice
to new operations team members.
Stock Controller; September 2009 – December 2011
Nairobi, KE
Safaricom PLC
Managed multimillion stock in the store and returned stocks with any issue including laptops,
mobile devices, airtime, and accessories.
Ordered stock from the warehouse.
Balanced sales and returned stocks using POS application.
Reported on the stocks and advised on slow-moving stocks.
Analyzed and developed existing systems and set up and exceeded achievement KPI’s.
Reconciled daily transactions in the shop.
Managed day-to-day banking activities of the shop and ensured all the money is banked.
Maintained proper filling systems for all transactions.
Receipt sales and payments in both POS and oracle.
Oversaw and ensured consistency in contracted company transferring cash to the bank delivery
as per the agreed SLA.
Managed Petty Cash reconciliation and requisition.
Customer Care Representative; 2006 – August 2009
Nairobi, KE
Safaricom PLC
Handled customer complaints, provide appropriate solutions and alternatives within 8 hours and
follow up to ensure resolution.
Provided customers information about products and services by helping understand the products
and answering questions about various products.
Collected and analyzed customer feedback.
Updated customer information in the customer service database during and after each call.
Collaborated with management team to stay updated on product knowledge and be informed of
any changes in company policies.
Developed and documented knowledge into helpful content.
EDUCATION
Master of Arts – Project Planning & Management; 2012 – 2014
Bachelor of Arts in Sociology & Geography; 2001 – 2005
University of Nairobi
CERTIFICATES
Project Management Professional, Computer pride, 2019
Foundation of user experience (UX), LinkedIn
Cert Prep: PMI Agile Certified Practitioner (PMI-ACP) ®
Journey Mapping: Case Study in Action
Planning a Career in User Experience
Prepare for the PMI ACP Certification
Agile Product Owner Role: Foundations
Agile at Work: Building Your Agile Team
Agile Product Owner Role: Techniques
Agile at Work: Planning with Agile User Stories
Exam Tips: PMI Agile Certified Practitioner (PMI-ACP) ®
Transitioning from Waterfall to Agile Project Management
Agile Foundations
Learning Jira Software
The Rules of Work (get Abstract Summary)
MEMBERSHIP
Member of PMP®; Project Management Institute
PROJECTS
M-PESA Business Portal: https://org.m-pesaforbusiness.co.ke/#/login
Merchant self on-boarding portal : Self-Onboarding Portal
M-PESA Self-Reversal
REFEREES
To be furnished on request
