Wivine N.

Experience

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  VODACOM CONGO (RDC) S.A

  Sept 2006 - Jan 2010

  Call center counselor

  As a **Call Center Advisor** at Vodacom/UNICEF in Kinshasa, DR Congo (September 2006 - January 2010), my primary focus was on ensuring that every customer interaction resulted in a positive experience. I took pride in resolving issues quickly, adhering to strict Service Level Agreements (SLA) to make sure customers were satisfied with prompt and effective solutions.When faced with more complex technical challenges, I didn't hesitate to escalate the issue, ensuring that specialized teams could address the problems swiftly. This approach not only sped up resolutions but also minimized any potential disruptions for our customers.As the go-to person for customer care, I was committed to maintaining the highest standards of service quality. My role required me to be both a problem solver and a communicator, always ensuring that customers felt heard and valued. Show less

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  Trust Merchant Bank

  Aug 2010 - Jun 2011

  Operations Consultant

  As an Operations Consultant at Trust Merchant Bank in Kinshasa, DR Congo, I was deeply involved in refining and optimizing our operational processes. My primary goal was to enhance efficiency and productivity across various departments. This meant carefully analyzing workflows, identifying inefficiencies, and implementing solutions to streamline operations and reduce costs.I was also tasked with ensuring that all operational activities complied with regulatory standards and internal policies. This included assessing risks, implementing control measures, and keeping our operations in line with both local and international regulations.In addition to process improvements, I provided crucial support to different departments by advising on best practices and operational procedures. I monitored performance metrics to drive data-informed recommendations for operational enhancements and collaborated closely with department heads to ensure smooth and efficient operations.Training staff and contributing to their development was another key aspect of my role. I developed and delivered training programs to keep employees informed about the latest procedures and compliance requirements.Strategically, I worked with senior management to align our operational strategies with the bank's long-term goals, focusing on growth and continuous improvement. My role was all about optimizing processes, ensuring compliance, and supporting the bank’s overall strategic vision. Show less

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  UNICEF en République Démocratique du Congo

  Jun 2011 - Jun 2024

  As an Operations Officer, I led fraud prevention training, managed risk and mitigation measures, prepared for internal audits, and ensured compliance by reviewing and improving internal processes. I also trained staff on financial rules and Vision SAP, designed audit tools with the UN interagency, and organized risk management meetings, stepping in as OIC when needed. Managed budgeting and forecasting processes, assisted with financial planning, and handled accounts payable and receivable. Collaborated with operations and program teams to streamline financial processes and ensure compliance with standards and regulations. Oversaw financial transactions, submitted year-end financial statements, and analyzed financial data for accurate and timely reporting. Managed bank accounts, performed monthly cash forecasts, and handled petty cash. I processed payments, ensuring accurate recording of transactions and documents per accounting principles and UNICEF regulations. I prepared and uploaded bank reconciliations, conducted verification missions, managed payment tracking, reported errors, and recorded journal vouchers along with payroll adjustments. I also provided oversight and support to field offices to ensure compliance with financial procedures. As a Human Resources Consultant at UNICEF in Kinshasa, DR Congo, I developed and implemented HR strategies, managed recruitment, and handled employee relations. I also designed training programs, ensured compliance with policies and labor laws, and oversaw performance management and HR administration to support organizational effectiveness.

  • Operations Officer in risk and compliance

    Jun 2018 - Jun 2024

  • Vision/finance and accounting Officer finances section

    Nov 2016 - May 2018

  • Accounting Assistant finances section

    Nov 2011 - Oct 2016

  • Human resource consultant in HR unit

    Jun 2011 - Oct 2011
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  UNICEF Tchad

  Sept 2023 - Nov 2023

  Finance Specialist

  As a Finance Specialist at UNICEF Chad in N'Djamena, I was responsible for managing financial processes and ensuring compliance with financial policies. My role involved budgeting, financial reporting, and overseeing the financial aspects of projects to ensure efficient use of resources and alignment with organizational goals.

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  UNICEF NIGER

  Mar 2024 - May 2024

  Operations Officer

  As an Operations Officer at UNICEF in Kinshasa, DR Congo (July 2018 - June 2024), I focused on increasing fraud awareness through targeted training and material distribution, which enhanced detection capabilities. I improved risk management by training staff and updating risk management plans, thus strengthening mitigation strategies. Additionally, I refined financial processes and prepared for audits to ensure better compliance.