Anne Mutheu Danson

Experience

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  Bandari sacco

  Jan 2012 - Jan 2013

  IT assistant-Internship

  • System monitoring & Server room management• Fin Sacco software management to avoid downtimes and system failures• Trouble shooting the machines• Perform auto recoveries• Provide user support to the employees• Installation of software’s and antivirus • Hardware maintenance

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  Panal Freighters Limited

  Jan 2014 - Dec 2015

  Customer Support Executive

  Responsibilities: Provide hands-on support for customer care initiatives such as automated provisioning and onlineservices. Handle and resolve customer complaints promptly to ensure customer satisfaction. Respond promptly to customer inquiries via phone, email, or chat channels. Identify and pursue cross-selling and up-selling opportunities within the customer care process. Set up new customer accounts accurately and efficiently. Manage customer accounts, ensuring accuracy and proactive communication. Communicate effectively and coordinate with internal departments to resolve customer issues. Maintain accurate records of customer interactions, transactions, complaints, and actions taken. Collaborate with the sales team to support lead generation and customer retention efforts. Conduct regular follow-ups with customers to ensure their issues are resolved satisfactorily and gatherfeedback. Stay updated on product knowledge and company policies to provide accurate information tocustomers. Contribute to the improvement of customer support processes and procedures based on feedback andanalysis. Show less

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  Sunset Paradise

  Aug 2016 - Jan 2017

  Marketing & ICT manager

  Responsibilities: Provide 1st line support for troubleshooting IT-related problems, from in-house software to hardwareincluding phones. Troubleshoot basic network issues to ensure seamless connectivity. Conduct basic in-house training on MS Office applications (Word, Excel, Outlook, PowerPoint) usedacross the organization. Manage brand promotions, campaigns, and social media platforms to enhance visibility andengagement. Develop marketing strategies, new projects, and promotional campaigns to drive business growth. Improve online presence through website development, content management, and digital marketinginitiatives. Coordinate with external vendors and internal teams for IT projects and initiatives, ensuring smoothexecution. Monitor website traffic, analyze user behavior, and optimize online presence and user experience. Conduct market research, competitive analysis, and trend identification to seize growth opportunities. Prepare and deliver reports, presentations, and metrics on IT support and marketing performance. Assist in budget planning, cost management, and resource allocation for IT and marketing activities. Implement IT policies, data security measures, and compliance standards across the organization. Show less

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  ABC Bank Group

  Jan 2017 - Feb 2022

   Provide frontline support for day-to-day ICT issues related to Core Banking Applications, ensuringsmooth operations (level 1 support). Identify, assess, and record risks during daily departmental activities to mitigate potential impacts. Execute critical End of Day/Month/Year batch processes for core systems to maintain operationalintegrity. Test and deploy customized system scripts to optimize functionality and prevent financialdiscrepancies. Develop interfaces, reports, and manage migrations to enhance system capabilities and userexperience. Offer real-time support to CTS System users during cheque processing and account management,ensuring accuracy and efficiency. Manage system resources to ensure adequate space and seamless functionality. Maintain business continuity through regular backups of applications, collaborating with the SystemAdministration team. Keep comprehensive documentation updated for all applications, including deployment architecture,connection matrix, manuals, and troubleshooting guides. Ensure high availability and uptime of applications to meet business requirements effectively. Uphold data security standards and protocols to safeguard information within Application Systems. Support the design, planning, and implementation of company projects aimed at meeting evolvingbusiness needs. Recommend enhancements or updates to existing business applications to align with dynamic businessenvironments and technological advancements. Show less  Manage channels-related systems projects in the bank, including systems interfacing and integrationbetween the ATM Switch, core banking systems, and other network interfaces such as MasterCard,Kenswitch, etc. Support the integration of core banking systems with channels-related interfaces to ensure seamlessdata flow and transaction processing. Troubleshoot incidents related to integration issues, ensuring timely resolution to minimize impact onoperations. Manage card disputes, investigate issues, and facilitate charge-backs as required. Propose changes and analyze business opportunities within the channels-related systems, creatingbusiness cases for new initiatives. Perform impact analysis on new initiatives, design, and develop strategies such as the Sacco strategy. Deliver business systems enhancements, integrations, and implementations based on userrequirements. Ensure uptime and operational efficiency of card systems, developing solutions to meet client needsand facilitating settlement of the bank’s obligations to MasterCard. Enforce card system security measures to prevent unauthorized access and mitigate potential threatsfrom hackers and fraudsters. Ensure daily MasterCard clearing, settlement, and reconciliation processes are executed accurately andon time. Analyze issues reported by the Authorization team by reviewing logs and using LINUX and SQLcommands where necessary. Manage and update databases critical to bank operations and oversee the restart of bank interfaceswhen required. Support the onboarding of new customers by ensuring smooth integration into the channels-relatedsystems, providing necessary technical support and troubleshooting. Ensure card printing and mailers are delivered to branches promptly, coordinating with relevantstakeholders to meet distribution timelines. Show less Responsibilities: Review and authorize card transactions based on established policies and procedures. Investigate and resolve transaction disputes promptly to maintain customer satisfaction. Monitor real-time transaction activities to detect and prevent fraudulent transactions. Collaborate with fraud prevention teams to implement effective strategies and controls. Conduct periodic reviews of transaction trends and patterns to identify potential risks. Provide user support for queries, troubleshooting, and configurations related to card authorization. Ensure compliance with regulatory requirements and internal policies, including KYC principles andAML checks. Capture and verify KYC information during card application and transaction processes. Monitor RTPS (Real-Time Payment System) and ATM interfaces for transaction processing andoperational readiness. Maintain accurate records and documentation of all authorized transactions, KYC information, andactions taken regarding AML and fraud detection. Support and maintain the Card Management System (CMS), ensuring functionality, efficiency, andalignment with business needs. Coordinate with IT teams to troubleshoot and resolve technical issues related to CMS, RTPS, and ATMinterfaces, including interface restarts and system upgrades. Show less

  • System Analyst-ICT

    Jan 2020 - Feb 2022

  • System Analyst- CARD CENTRE

    Jan 2019 - Jan 2020

  • Card Authorization Coordinator

    Jan 2017 - Jan 2019
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  Absa Group

  Feb 2022 - now

  Core Banking System Analyst

  Key Responsibilities: Oversee the implementation of workflow automation solutions within FlexCube, onboarding systems,and Sybrin clearing systems to streamline processes and enhance operational efficiency. Customize FlexCube applications, onboarding systems, and Sybrin clearing systems to align withspecific business needs and regulatory requirements. Provide expert technical support for troubleshooting and resolving issues related to FlexCube,onboarding systems, and Sybrin clearing systems. Ensure timely closure of incidents and resolution of tickets to avoid breaching SLAs for FlexCube,onboarding systems, and Sybrin clearing systems. Manage third-party vendors to ensure timely resolution of FlexCube support requests and issues. Deliver on IT applications targets and Key Performance Indicators (KPIs) within specified timeframesand budgets for FlexCube, onboarding systems, and Sybrin clearing systems. Ensure adherence to application uptime standards and continually improve where necessary forFlexCube, onboarding systems, and Sybrin clearing systems. Coordinate and manage testing phases (release testing, user acceptance testing, post-release testing) forall changes across FlexCube, onboarding systems, and Sybrin clearing systems. Ensure proper testing and validation for all application changes released into production environmentsfor FlexCube, onboarding systems, and Sybrin clearing systems. Act as the primary point of contact for business units regarding support and IT services related toFlexCube, onboarding systems, and Sybrin clearing systems. Analyze and propose business cases for FlexCube, onboarding systems, and Sybrin clearing systemsprojects, then oversee their implementation. Manage vendor relationships to ensure effective delivery and value for FlexCube, onboarding systems,and Sybrin solutions. Show less