GRACE MUSENYIA MUKULA

Experience

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  Millenium Management Consultants

  May 2016 - Aug 2016

  Research Intern

  • Led in conducting a customer satisfaction survey for Women Enterprise Fund (a Government Agency that provides accessible and affordable credit to support women start and/or expand business)• Carried out data collection using questionnaires and interviews for different assignments • Interpreted and analysed data using SPSS software and MS Excel, identifying patterns and new trends in data sets• Wrote research reports to the relevant stakeholders of the business• Conducting risk assessments for different organizations and developed risk registers• Took part in procedure and policy documentation including drawing flowcharts of documented procedures for several organizations such as Kenya Pipeline Company (a state corporation that has the responsibility of transporting, storing and delivering petroleum products to the consumers of Kenya by its pipeline system and oil depot network) Show less

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  Millenium management consultants ltd

  Jul 2017 - Dec 2018

  Quality Management Officer

  • Trained close to 10 organizations like First Community Bank, Kenya National Highway Authority personnel on ISO 9001:2015 awareness system requirements.• Managed to guide close to 10 organizations like Minet Kenya, First Community Bank and Credit bank limited process owners on ISO 9001:2015 Documentation process• Managed to conduct pre-assessment QMS Audits for close to 10 organizations like Kenya Airports Authority (KAA) & Communications Authority (CA). • Wrote compliance reports on the above-mentioned organizations• Ensured that the organization’s Quality Management System complies with external and internal service providers and the regulatory requirements. • Reported to the top management updating on the performance of Quality Management System including Areas of improvement. Preparing and submitting progress management reports relating to organization system and compliance • Ensuring that all company procedures, policies & work instruction are documented and adequately protected• Conducted Gap Analysis Audits, QMS pre-assessment compliance audits and risk assessment audits for different organizations to check the lapses in their processes and procedures.• Worked with customers, employees and department heads to develop departmental processes and procedures.• Conducting periodic management review meetings Show less

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  Credit Bank PLC

  Jun 2019 - Jun 2020

  Quality Assurance Analyst

  • Successfully managed to lead the organization to attain ISO 9001:2015 Certification which was awarded to the bank in Feb 2020• Managed to guide and assist all process owners/ISO Champions of the bank on streamlining respective departmental procedures, policies, quality objectives, risk register and opportunity registers.• Developed updates and maintained documents for ISO 9001:2015 standards and in accordance with industry requirements such as Quality Manual, Quality Management Procedures, Work Instructions and Forms.• Maintained ISO internal and external audit system by coordinating/maintaining audit schedule, performing audits, providing/organizing audit documentation. • Coordinated Management Reviews to include scheduling with departments, consolidating departmental inputs (audit reports), recording meeting minutes and following up on action items.• In conjunction with operating staff, establishing & defining quality procedures, standards, systems and processes. I provided support to ensure all ISO certification project tasks were completed according to project plans. • Understanding the needs of interested parties and keeping the information up to date while ensuring the establishment and continual improvement of the QMS processes• Tracking and ensuring procedures meet the ISO 9001:2015 standard requirements• Reviewing existing policies and making suggestions for change and improvement: and how to implement them. Thereafter assessing the effectiveness of changes made. Show less

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  Savannah Informatics

  Jul 2020 - now

  • Conducting internal risk/quality audits and reviews at regular intervals to ensure that compliance procedures are regularly followed• Ensuring that all the employees are thoroughly updated about the organization’s policies, regulations, and processes• Process Mapping & improvement in results, cost reduction & Waste elimination• Coordinates with a variety of teams to develop, test, and refine business processes/practices using lean & six sigma methods.• Leverages data to drive continuous improvement in areas such as productivity, quality, customer service, and commercialization.• Be responsible for the creation, implementation and evolution of an Operational Excellence dashboard Show less • Conducting research on our key clientele (Hospitals, Insurance companies, Medical policy owners) & presenting the research findings to the business stakeholders and decision makers.• Extracting and analysing data from our various data sources, drawing actionable insights to enable decision making• Conducting qualitative and quantitative analysis techniques that give insights to help the business improve the customer experience on our products and services.• Monitoring and Evaluating Quaity assurance across all customer experience Channels & Team.• Conducting Risk Assessment & Analysis• Driving accountability across all our product teams for consistent customer experiences• Inspecting and measuring customer experience performance and taking relevant actions• Discussing on-site tracking and reporting needs with business stakeholders. Creating reports based on stakeholder requirements and Documenting Standard Operations Procedure wherever possible• Working with the Customer Operations team to ensure all customer issues are captured, analysed, and triaged for action• Providing monthly report on customer Net Promoter Score & Satisfaction index report to the wider company tea• Improving analytical tools/technologies to facilitate a world-class customer experience Show less

  • Operational Excellence Lead

    Nov 2021 - now

  • Analyst, Customer Experience

    Jul 2020 - Oct 2021