Anncieta Miyara

Senior Operations Specialist | KYC & AML

Salary / Daily rate

Dubai - United Arab Emirates

Freelance, open to permanent contract

Skills

Knowledge ManagementCRMCustomer SuccessFinanceCustomer Care

Languages

English (Fluent)Swahili (Fluent)

About me

Intro

Fintech operations specialist with 4+ years expertise in digital wallets, KYC/AML compliance, and dispute resolution. Achieved 95%+ CSAT scores while handling 200+ weekly escalations and improving FCR to 90%. Expert in mobile money platforms (M-Pesa, Flutterwave) and support tools (Zendesk, Freshdesk) to optimize customer experience and operational efficiency.

Links

Work experience

Pyypl - For 800 million Digital Natives in Emerging Markets

Sep 2021 - Present

5 years 2 months

Dubai - United Arab Emirates

Senior Operations Specialist

Mar 2023 - Present

3 years 8 months

Dubai - United Arab Emirates

*Troubleshoot and resolve complex user issues related to account access, transactions, and digital wallet services, ensuring prompt support and customer satisfaction. *Use Jira, Slack, Freshchat, F,reshdesk, and Zendesk to manage support tasks, cross-functional tickets, and product feedback loops. *Improve First Contact Resolution (FCR) to over 90% through personalized, proactive user engagement. *Validate and process merchant refund requests, confirming eligibility and facilitating timely resolution. *Handle 200+ Mobile Money escalations weekly and raise/manage disputes with banking partners to ensure the timely resolution of payment-related issues. *Collaborate closely with compliance teams to support KYC/AML onboarding, ensuring adherence to evolving regulatory requirements. *Work cross-functionally with product, marketing, and development teams to streamline workflows and enhance platform usability. *Provide UX feedback and testing input for new features and MPESA platform improvements.

Customer Support Specialist

Sep 2021 - Jan 2024

2 years 5 months

Dubai - United Arab Emirates

*Maintained >95% CSAT and 90 %+ quality score across phone, chat, and email channels. *Supported over 1,000 user onboarding reviews monthly with 80% approval rate. *Contributed to CRM enhancements, improving data capture and retention strategy insights. *Authored training documentation that reduced new hire onboarding time by 25%. *Developed personalised solutions to ensure customer satisfaction at all times. *Resolved technical issues promptly, minimising disruption for customers. *Conducted frequent follow-ups to ensure complete resolution of issues and overall customer satisfaction. *Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.

Sales Executive and Customer Service

CERTIFIED AWESOME

Nov 2019 - Aug 2021

1 year 10 months

Nahwa - Aturrah - Sharjah - United Arab Emirates

*Provide positive first impressions to welcome existing, new, and potential customers. *Exceeded monthly sales targets by 40% through needs-based selling and account retention. *Maintain customer satisfaction with quick and professional handling of product returns. *Processed visa applications, onboarded new team members, and maintained compliance in high-growth sales cycles. *Strengthened customer loyalty and product engagement through hands-on relationship management. *Increased customer engagement by delivering high-quality product demonstrations. *Maintain records related to sales, returns, and inventory availability. *Prepare merchandise for the sales floor by pricing or tagging. *Provide product benefits and advantages and discuss pricing with interested parties.

General Manager

Righteats Market and Organic Market

Dec 2015 - Jan 2019

3 years 2 months

Nairobi, Kenya

*Enhanced customers' knowledge about organic fruits and vegetables by regularly conducting informative sessions. *Managed stock effectively to prevent wastage and loss. *Administered payroll operations, ensuring timely and accurate payments. *Boosted overall store reputation by consistently upholding high standards of customer service within the produce department. *Created inviting displays that captured customer interest and boosted sales *Conducted market research to inform strategic pricing decisions for organically grown produce. *Ensured high-quality produce for customer satisfaction. *Collaborated closely with suppliers for consistent product availability. *Increased customer base by 20% through targeted campaigns and events. *Established a positive work environment that promoted staff morale and productivity. *Developed strong relationships with local farmers for fresh supplies of produce. *Worked together effectively, leading to increased productivity during peak hours. *Coordinated deliveries smoothly without any disruption to daily store operations.

Office Administrator

Mosaic Counseling Services

Nov 2012 - Oct 2015

3 years

Nairobi, Kenya

*Prepared reports meticulously for accurate record-keeping purposes. *Handled sensitive information discreetly, adhering strictly to confidentiality protocols at all times. *Resolved customer queries promptly for improved client satisfaction. *Coordinated meetings and appointments, ensuring effective time management. *Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs. *Assisted colleagues whenever there was an opportunity to do so. *Filling and keeping track of office records, scheduling appointments for the director with clients. *Organised filing systems and maintained records and documentation in alignment with company policies and data security protocols. *Greeted and directed incoming visitors and clients to reduce wait times and increase satisfaction.

Sales Supervisor

Diamond Plaza Boutque

Feb 2010 - Oct 2012

2 years 9 months

Nairobi, Kenya

*Oversaw inventory management for maintaining optimal stock levels. *Negotiated deals with suppliers, securing the best prices for products. *Ensured adherence to company standards by conducting routine checks and balances. *Fostered a positive work environment, enhancing employee morale and productivity. *Delivered excellent customer service by addressing and resolving issues promptly. *Delegated tasks effectively, ensuring team productivity was maximised. *Conducted regular staff training to increase product knowledge and sales skills.


Education

State House Primary school

science

Kenya Utalii Collage

Diploma

Dr muya Secondary School

High School Diploma

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