MARY OGOLA
00100, Nairobi, Kenya | - |-LinkedIn
Professional Summary
Strategic Operations Manager with a comprehensive experience in client-facing roles within credit
services, business services, and fintech industries. Adept at managing complex processes, spearheading AI
training, and leading large-scale teams to deliver exceptional service and operational efficiency. Proven track
record in enhancing client satisfaction, driving process improvements, and leveraging automation tools for
increased productivity. Highly skilled in project management, communication, and financial analysis.
Passionate about innovation and continuous improvement.
Professional Experience
Operations Manager
07/2023 to Current
Personameant Solutions LLC(Fayetteville, North Carolina)
Remote
● Oversee operational delivery for a portfolio of clients in credit services, business services, and operational
services, ensuring alignment with evolving needs and exceeding service-level agreements.
● Manage complex training projects, partnering with clients to develop and refine processes, and ensuring
sufficient capacity.
● Supervise the hiring, training, and development of large-scale project teams, fostering collaboration and
client satisfaction.
● Champion process improvement initiatives, identifying opportunities for efficiency gains and implementing
innovative solutions.
● Streamlined workflows, resulting in a 15% efficiency gain, and implemented standardized operating
procedures (SOPs) for consistency.
● Managed budget and forecasting, achieving financial stability and resource allocation.
● Spearheaded the implementation of a new marketing automation platform, resulting in a 30% surge in
website traffic and a 20% boost in social media engagement.
Operations Manager
08/2021 to 06/2023
Data Mynt (EMEA)
Remote
● Managed daily operations globally for Data Mynt a fintech start-up company specializing in blockchain
technology operating across Africa, Asia, and North America, leveraging automation tools to streamline
processes and improve efficiency.
● Led initiatives to integrate blockchain technology into operations, enhancing transparency
and security in financial transactions.
● Developed and implemented training programs on new AI-powered customer support tools, resulting in a
20% improvement in employee proficiency and a 10% reduction in customer support resolution times.
● Assisted with Know Your Customer (KYC) and Know Your Business (KYB) approvals for onboarded clients,
ensuring compliance with legal and regulatory requirements.
● Led the integration of blockchain technology into operational processes, enhancing transparency and
security in financial transactions
● Supervised the hiring, training, and development of team members, fostering a collaborative and
high-performing work environment
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Business Development Representative(BDR)
01/2019 to 05/2021
The Co-Operative Bank (Nairobi, Kenya)
Onsite
● Developed and executed strategic business development plans focused on innovative financial technology
solutions, driving significant growth in customer acquisition and revenue from new client segments.
● Identified and nurtured qualified leads for mobile banking and online payment services, resulting in a
substantial increase in active users.
● Collaborated closely with product development teams to ensure new Fintech offerings catered directly to
customer needs and emerging market trends
● Conducted comprehensive market research to identify potential business opportunities and stay updated on
industry trends and competitive landscape.
● Built and maintained strong relationships with key decision-makers, fostering long-term partnerships and
ensuring client satisfaction.
● Organized and facilitated product demonstrations and presentations to prospective clients, effectively
showcasing the value proposition of Fintech solutions.
● Coordinated with the marketing team to develop targeted campaigns and promotional materials to support
business development initiatives.
Core Competencies
● Process Improvement
● Operations Management
● Standard Operating Procedure
● AI Automation & Integrations
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Customer Relationship Management
Key Performance indicators
Business Development
Hr Management
Executive Communication
Strategic Planning
Project Management
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Technology Integration
Budgeting and Financial Management
Risk Management
Team Leadership
Training & Development
Compliance and Regulation
Education
Certificate: Health Care Assistant
Code Blue Medical Training Institute
Bachelors of Commerce-( Finance)
Taita Taveta University
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Quickbooks
Marketo
Salesforce
HubSpot
Zendesk
Canva
Slack
CRM
Nairobi, Kenya
Mombasa, Kenya
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Zoho
Trello
Asana
Airtable
Go High Level
SQL
Jira
Google workspace
Zapier
Human Resources Manager
03/2023 to 12/2023
Generational Wealth Educators-Volunteer (North Carolina)
Remote
● Facilitates effective communication between management and employees, addressing inquiries,
interpreting contracts, and resolving work-related issues.
● Assesses and revises compensation and benefits policies to establish competitive programs while
ensuring compliance with legal mandates.
● Maintains up-to-date knowledge of Equal Employment Opportunity (EEO) and affirmative action guidelines
and laws, such as Americans with Disabilities Act (ADA).
● Manages staffing activities, including addressing under-staffing concerns, mediating disputes, conducting
employee terminations, and overseeing disciplinary procedures.
● Evaluates employment applications and job orders to match candidates with job requirements.
Operations Assistant,
01/2023 to 07/2023
Her Nexx Chapter-Volunteer (Texas, US)
Remote
● Collaborates closely with CVO to supervise and manage business operations.
● Initiates proactive recommendations to enhance process and procedure streamlining.
● Manages correspondence and emails from alignments, partnerships, and sponsors.
● Compiles comprehensive reports and disseminates them to relevant departments.
● Facilitates effective communication and coordinated with various departments to optimize performance
and enhance work efficiency.
Human Resource Admin,
01/2022 to 11/2022
Browsio-Volunteer (United Kingdom)
Remote
● Supported recruitment process by posting job listings, evaluating resumes, and coordinating
interview schedules.
● Facilitated new hire onboarding by assisting with paperwork, including employment contracts, job
descriptions, and tax forms.
● Actively engaged in training sessions to familiarize oneself with organizational policies and procedures.
● Offers comprehensive administrative support to HR department, ensuring smooth operations and efficient
workflow
References
Available upon request
