Sharon Aluvisia

CURRICULUM VITAE NAME: SHARON KASAYA ALUVISIA GENDER: FEMALE NATIONALITY: KENYAN LANGUAGES: ENGLISH AND KISWAHILI DATE OF BIRTH: 10th June 1985 Box- Nairobi, Kenya. Phone: - Email:--CAREER OBJECTIVES 1. To fully optimize my potential in the business world especially in clerical, office administration and business management fields. 2. Secure a position where I can offer exemplary support service and leadership. 3. To use my skills and ability to meet the organization's corporate goals. 4. To attain career development through self motivation and unquestionable integrity in everything I do. 5. To achieve the highest level of expertise in the business sector. 6. To make a difference in the life of others, especially the less privileged in the society. SKILLS AND COMPETENCIES 1. Professional Qualification:Bachelor in Business Administration ongoing, Diploma in Clinic Medicine and Surgery, and Office Computer Applications. 2. Organizational skill,strong leadership skills, team Player, excellent interpersonal skills, great people management skills and work best under minimum or no supervision. 3. Good data collection and analytical skills. 4. Coordination and planning of meetings: In all aspects of meetings, I am a good coordinator, including tracking, monitoring and following the progress of action items, drafting the agenda, setting the timetable and following up on board material preparation and producing accurate Board minutes at each meeting when in attendance. 5. Demonstrated ability to handle confidential information appropriately. 6. Excellent telephone etiquette. 7. Typing speed of 42 words per minute and being able to multitask. 8. Fluency in written and spoken English and Kiswahili. 9. Excellent Presentation and report writing skills. 10. Excellent people relations and management skills. 11. 5+ years of hand in experience in clerical, business management, customer experience and supporting senior level Executives. 12. Good computer knowledge - Microsoft applications, including Word, Outlook, Excel, Powerpoint and basic maintenance. 13. Able to work in a multicultural environment. 14. Good knowledge working with Client management software- Zendesk,HubSpot,and Cloud CRM. 15. Project implementation and management. Aluvisia Sharon Kasaya-Curriculum Vitae 16. Desirable experience working with Boards of Directors,Customer Management and Saas platform. WORKING EXPERIENCE October 1st 2022 – Present ZEPZ Pay. Fraud and Risk Analyst (Know Your Customer) - Senior Customer Experience Representative. ● Monitor debit cards fraud alert on a daily basis and protect customers account and transaction ● Responsible for prevention and detection of fraud by reviewing customers' accounts. ● Identify fraud patterns through the monitoring of high-risk countries and merchants. ● Contribute to the creation of fraud rules by providing analytical data to support decisions ● Ensure information flow and deliverables are met to mitigate fraud by facilitating daily calls as needed. ● Accurately document all actions taken on a case ● Provide support to the Operational and Business units of the organization on fraud related matters ● Report risk information and findings to the immediate supervisor in a timely manner ● Help to support the team with queries and escalations. ● Help with workload management and distribution ● Manage and understand reputation risk that may arise from customers. ● Perform in depth risk based reviews on transaction monitoring cases,to analyze trends and mitigate risk with clear and concise narrative. July 1st 2022 – September 30th 2022 SENDWAVE INTERNATIONAL. Fraud and Risk Analyst (Know Your Customer) - Senior Customer Experience Representative. ● Monitor debit cards fraud alert on a daily basis and protect customers account and transaction ● Responsible for prevention and detection of fraud by reviewing customers' accounts. ● Identify fraud patterns through the monitoring of high-risk countries and merchants. ● Contribute to the creation of fraud rules by providing analytical data to support decisions Aluvisia Sharon Kasaya-Curriculum Vitae ● Ensure information flow and deliverables are met to mitigate fraud by facilitating daily calls as needed. ● Accurately document all actions taken on a case ● Provide support to the Operational and Business units of the organization on fraud related matters ● Report risk information and findings to the immediate supervisor in a timely manner ● Help to support the team with queries and escalations. ● Help with workload management and distribution ● Manage and understand reputation risk that may arise from customers. ● Perform in depth risk based reviews on transaction monitoring cases,to analyze trends and mitigate risk with clear and concise narrative. February 1st 2022 – June 30th 2022 SENDWAVE INTERNATIONAL– Hybrid Agent. Fraud and Risk Analyst (User Protection Team) - Customer Experience Representative Hybrid Agent. ● Provide Customer on-boarding verification process. ● Reviewing identification documents and other on-boarding or needed documents for authenticity, completeness and accuracy. ● Providing App assistance and troubleshooting for our customers. ● Helping our users submit identification documents to fulfill compliance and regulatory requirements. ● Identifying and analysis of trends and patterns for suspicious activity and red flags indicators during your customer verification. ● Ensuring users are sending funds to legitimate counter-parties. ● Helping users to complete their first transactions. ● Helping existing users with requests to raise sending limits. ● Assisting our users to confirm transactions. ● Updating user email/phone number. ● Performing any additional task as assigned in relation to risk screening. Aluvisia Sharon Kasaya-Curriculum Vitae May 31st 2021– January 30th 2022 SENDWAVE INTERNATIONAL– Home Based/Remote. Long User Happiness-Customer Experience Representative Agent ● Providing App assistance and troubleshooting for our Users. ● Helping our users submit identification documents to fulfill compliance and regulatory requirements. ● Ensuring users are sending funds to legitimate counter-parties. ● Helping users to complete their first transactions. ● Providing up to date remittance status of delivery to our users. ● Contacting our partners about remittance delivery status & reversal inquiries. ● Assisting our users to confirm transactions. ● Preventing fraud through various methods of verification. January 17th2021– May 28th 2021 ACHIEVE TEST PREP– Home base/Remote. Team Leader Senior Project Specialist ● Organize workflow and ensure that employees understand their delegated task. ● Monitor Employee productivity and provide constructive feedback to the employee. ● Assisting the operations manager and project manager with implementing projects across broad range of company functions ● Receiving complaints from other departments and helping in resolving. ● Collaborating with the company's leadership team to assist with execution of key initiatives. ● Help in passing information from upper level management. ● Supporting the implementation of process improvement projects including project planning and issue management. ● Project management OKRs which includes:Conducting research, analyzing information, summarizing results and recommending business topics as assigned. ● Ensuring to adhere to legal and company policies and procedures and undertake any disciplinary action if need arises. ● Conduct coaching and training material for the team and new hire. ● collaborating with project stakeholders and staff to analyze and document best practices and operational procedures. Aluvisia Sharon Kasaya-Curriculum Vitae May 4th 2020– January 17th 2021 ACHIEVE TEST PREP– Home base/Remote. Senior Project Specialist. ● Assisting the operations manager and project manager with implementing projects across a broad range of company functions. ● Collaborating with the company's leadership team to assist with execution of key initiatives. ● Supporting the implementation of process improvement projects including project planning and issue management. ● Conducting research, analyzing information, summarizing results and making recommendations on business topics as assigned. November 1st 2018 – January 15th 2020 AGAVA TRANSPORTERS LIMITED – Enterprise Road, Industrial Area (Nairobi) Senior Customer Service Representative. ● Customer Management and Engagement ● Conducting problem solving and troubleshooting. ● Analyzing data and giving timely recommendations where applicable. ● Liaising with the ministry of Transport and county government to ensure all our trucks adhere to the rules and regulation and do a follow-up every month. ● Monitoring team’s performance. ● Achieving personal Key performance indexes (KPIs). ● Receiving, filing and preparation of invoices from various companies in a timely manner. ● Make recommendations of existing and prospective customers under the various services we offer to submit to the final authority within established stipulated time. ● Preparing and analyzing clients issues on a monthly basis and escalating all the cases to the relevant departments. ● Manage client’s queries and complaints in a timely manner within the stipulated time and ensure customer satisfaction and retention. ● Team Management and work allocation. August 2017 – August 2018 CHASE BANK IR (K) LTD – Riverside Head office (Nairobi) Executive Assistant to the Managing Director. ● Receiving, filing and preparation of invoices from various companies in a timely manner. Aluvisia Sharon Kasaya-Curriculum Vitae ● Organizing and preparing for meetings ● Attending meetings and taking minutes for future reference. ● Organize the workflow to meet customer time frames. ● Calculating travel and accommodation cost within the company budget and offering recommendations for cost saving. ● Calendar management which includes but not limited to internal and external meetings, preparing presentation, skype calls and international/conference call set up. ● Proof reading of documents ensures minimal grammatical mistakes. ● Flight booking both local and international. ● Attending meetings and ensuring minutes are well done and filed for future references. ● Assist in office purchases and logistics. August 2016 – July 2017 CHASE BANK IR (K) LTD – Riverside Head office (Nairobi) Team Leader –Call Center. ● Support and give accurate feedback on marketing programs in connection with promotion of new or existing services and products. ● Support team members on questions they have. ● Handling difficult customers and offering a viable solution. ● Organizing the team and delegating tasks to the team. ● Ensuring each member is adhering to the schedule and following procedures. ● Receiving inbound calls, dealing with clients questions efficiently and effectively and in putting all the data in the Client Relationship Management system (CRM) ● Deliver exemplary customer service via phone, email, chats and text messages. ● Resolution of complaints where possible or prompt submission of complaints to customer contact units. ● Research champion and implementing of new customer experience procedures ● Screening of telephone calls, emails and mails. ● Ensure control lapses are identified in time and all the significant risks are escalated to the line manager in time. ● Maintain a high level of service quality standard on phone banking making the client center a one stop shop for telephony banking. Aluvisia Sharon Kasaya-Curriculum Vitae August 2015 to July 2016 – CHASE BANK IR (K) LTD –Head office (Nairobi) Customer support Representative –Call Center ● Answer incoming calls and emails in a prompt manner. ● Managing clients complaints in a timely manner. ● Cross-selling of other banking products. ● Giving clients information about the products and services offered. ● Ensuring all clients data are logged in to the client management software (CRM) ● Route calls to appropriate resources ● Recognise, document and alert the management team on calls trends. ● Research on clients complaining and ensuring for proper resolution and escalating to the right department. October 2014 to July 2015 – CHASE BANK IR (K) LTD –Head office (Nairobi) Customer Support Representative- Front Office ● Daily switchboard management to facilitate connections. ● Handling customer queries effectively and ensuring prompt resolution. ● Managing internal information flow as well as from external to the right people. ● Capture client issues and submit weekly and monthly reports. ● Capturing and compilation of mystery shoppers’ data. ● Accurate transcription of the clients details for onward transmission to the target recipient. ● Management of all visitors in a timely manner as the first contact person. ● Attending day to day operational requests from the senior management example meeting room booking, diary/calendar management etc. ● Ensuring zero complaints by offering exemplary customer service to both internal and external clients. ● Ensuring all data are filed and kept well for future reference. Aluvisia Sharon Kasaya-Curriculum Vitae April 2013 to December 2013 – World Gospel Mission (WGM), (South Sudan) Registered clinical officer/Administrator ● History taking, physical evaluation and diagnosing ailments. ● Supervision of community health workers. ● Teaching the community health workers. ● Weekly report writing. ● Assessment and evaluation of community health workers. ● Welcome visitors. ● Assisting in inquiries. ● Drugs ordering and monitoring COURSES/WORKSHOPS ATTENDED Date- Course/Workshop Customer satisfaction Leadership and Team management Communication skills First Aid training Stress and Trauma management training On-line learning module entitled Protecting life. Trained on Child Rights Based Programming by the Canadian Coalition on Youth and HIV/AIDS in Africa. ACADEMIC QUALIFICATION Mount Kenya University Bachelor in Business Administration-Ongoing. Kenya Medical Training College Diploma in Clinic Medicine and Surgery Online Computer College Office Computer Application Nyamira Girls Secondary School Kenya Certificate of Secondary Education Aluvisia Sharon Kasaya-Curriculum Vitae Duration 3 days 1 week 2 days 1 day 1 week 1 day 1 week Award Certificate Certificate N/A Certificate Certificate Certificate Certificate REFERENCES: Aelicia Porter Global Customer Service Manager Sendwave International/ZEPZ Pay. Tel: - Email:-Gideon Okumu State Bank Of Mauritius, Nairobi, Kenya Vice President, Credit Risk Department. Tel:- Email:-Everlyne Kahindo Global Customer service manager - Risk Department Sendwave International/ZEPZ Pay. Tel: +- Email:- Aluvisia Sharon Kasaya-Curriculum Vitae