Streamlining Operations for a Global Fintech

I was responsible for managing NALA's Payment Partners across multiple African markets. This role required me to handle operational tasks such as resolving customer queries related to payments, as well as managing our payout partners. I also contributed to internal improvement projects, analyzing business data and operational metrics to enhance the team's efficiency. Moreover, I seamlessly integrated into our agile work culture and proved to be a valuable team member. I have worked on the following projects: 1. Automating Payment Operations Functions (01/2023 - 05/2023) I led projects that focused on automating payment operations functions. This was achieved through the use of technology, particularly API functionality such as Transaction Exporter, Proof of Payment, Refunding transfers, Invalid payment resolution, and failed payments. As a result, we were able to achieve a 90% Customer Satisfaction Score (CSAT). 2. Process Improvement and Service Level Agreement Development (12/2022 - 03/2023) I assisted in the improvement of departmental standard operating procedures (SOPs) and incident policy. Additionally, I developed stakeholder service level agreements (SLAs) and enforced their adherence to ensure a better customer experience.