Gift Paul Mburu

MBURU GIFT PAUL Customer Experience & Operations Strategist | Payments & Systems Specialist CONTACT --Nairobi, Kenya KEY SKILLS • Project Management • Operational Efficiency • Team Leadership • Process Improvement • Customer Relationship Management • Risk Management • Strategic Planning • Dispute Resolution • Resource Allocation EXECUTIVE SUMMARY Visionary and results-driven Customer Experience and Operations Leader with over 9 years of proven success driving operational excellence, customer satisfaction, and strategic transformation across fintech, tech, and development sectors. A master at bridging customer-centric service with streamlined systems, combining deep technical expertise with exceptional leadership and process improvement skills to deliver powerful business outcomes. Recognized for building high-performing teams, redesigning workflows, and elevating service delivery in complex, fast-paced environments. Bringing a strong track record in fraud prevention, risk mitigation, and cross-functional collaboration, backed by hands-on experience in payment systems, CRM platforms, and GIS-based technology. Strategic thinker and problem solver, adept at turning data into action and aligning operations with business goals to drive efficiency, reduce costs, and exceed customer expectations. With a sharp focus on innovation, integrity, and measurable impact, committed to empowering organizations to scale sustainably and competitively. PROFESSIONAL EXPERIENCE February 2024 – Present | Operations Manager | Travizory Border Security SA • Strategic Operational Planning and Execution: Developed and implemented • Performance Monitoring robust operational strategies and SOPs that improved cross-departmental efficiency. Ensured alignment between operational plans and corporate goals, TECHNICAL SKILLS resulting in a more agile and productive business model. • ArcGIS • Team Leadership and Development: Led and mentored a team of 40+ staff • Q-GIS across operations. Introduced structured coaching, cross-training, and performance management systems, boosting team effectiveness and ensuring • Remote Sensing high standards of service delivery. • CRM Systems • Resource Management and Optimization: Managed the allocation of personnel, • Payment Processing Systems materials, and equipment using data-driven planning tools. Optimized workforce • Data Analysis schedules and asset use, reducing overtime costs and improving productivity without additional investments. • Systems Integration • Process Streamlining and Cross-functional Collaboration: Redesigned key • Technical Support workflows and eliminated redundancies through collaboration with logistics, HR, • System Monitoring and finance teams. Introduced automation in routine tasks, improving turnaround • Fraud Prevention times and operational flow by 25%. • Performance Monitoring and Metrics Analysis: Established KPI dashboards and KEY COMPETENCIES regular reviews to track progress and drive performance improvements. • Problem Solving Implemented corrective actions based on analytics, maintaining over 95% • Time Management achievement of monthly operational targets. • Compliance and Risk Management: Strengthened compliance through internal • Analytical Thinking audits, risk assessments, and training. Ensured adherence to legal, safety, and • Cross-functional Collaboration data privacy standards, while reducing operational risks with proactive mitigation • Conflict Resolution plans. Key Achievements • Communication • Increased operational efficiency by 20% by redesigning workflows, optimizing • Process Documentation team deployment, and integrating automation—achieving more output with the • Customer Support same resources. • Reduced material wastage by 15% through strategic resource planning, lean • Strategic Decision-Making inventory controls, and improved accountability across departments. • Mentorship and Training EDUCATION • 2025: Master of Science in 2023 – 2024| Payments Specialist | Travizory Border Security SA • Fraud Prevention and Risk Management: Developed and refined fraud detection systems, ensuring that fraudulent activities were swiftly blocked and legitimate transactions processed smoothly. • Dispute Resolution and Refund Policy Development: Oversaw the management of customer disputes, ensuring accurate and fair resolutions in alignment with the company’s refund policy. • PSP Integration and Evaluation: Coordinated with external payment service providers (PSPs) to integrate alternative payment methods, enhancing the company’s payment systems. • KPI Monitoring and Fraud Reduction: Defined and monitored key performance indicators (KPIs) for fraud and dispute management, achieving a 90% reduction in incidents. Project Management Jomo Kenyatta University of Agriculture & Technology • 2014: Bachelor of Environmental Planning and Management Kenyatta University • 2008: Kenya Certificate of Secondary Education Mang’u High School Key Achievements • Achieved a 90% reduction in fraud and dispute cases by implementing robust monitoring systems, optimizing detection algorithms, and enhancing internal response protocols. REFEREES • Ms. Lulu Rwamba Njue • Successfully integrated 3+ alternative payment methods by coordinating with global PSPs, improving transaction success rates and expanding accessibility for international users. HR Manager Travizory Border Security SA - March 2020 – July 2023| Technical Customer Support Specialist | DPO Group – A Network International Company - • Customer Service Process Improvement: Developed and implemented business processes and procedures to standardize customer service delivery, improving consistency and reliability. • Leadership in Service Issue Resolution: Led resolution of complex service issues, ensuring timely and satisfactory outcomes for high-priority customer requests. • Trend Identification and Proactive Issue Management: Identified emerging trends in customer support requests, helping management preemptively address ongoing issues. • Mr. Caleb Muasya Senior Manager, Customer Experience DPO Group – A Network International Company - Key Achievements - • Improved response times to high-priority issues by 40%, resulting in higher customer satisfaction. • Enhanced internal customer service procedures, increasing consistency and reducing error rates by 25%. 2017 – 2020 | Systems Support Specialist | DPO Group – A Network International Company • Merchant Integration Support: Managed the integration of merchants to the core system and payment platforms, ensuring seamless functionality. • Issue Diagnosis and Resolution: Provided tier 2 and tier 3 technical support, diagnosing complex issues and delivering effective solutions June 2014 – December 2016| Business Solutions Specialist | JapakGIS Limited • Client Requirement Gathering: Worked with clients to gather and analyse business requirements, translating them into actionable IT solutions. • Solution Design and Delivery: Collaborated with teams to design, test, and release end-to-end IT solutions that met client specifications.