FA Dorothy Kaaria

Experience

• 

  Safaricom Limited

  Jan 2009 - Mar 2010

  •Monitored Real Time adherence, call statistics & communicated with Team Managers to ensure on/off phone activity is managed efficiently throughout the day. •Delivered agreed performance reports on time and with accuracy to internal customers. •Monitored sick line, tardiness, etc & entering Real Time exceptions into scheduling software (that is, absences, tardiness, meetings, projects, coaching, overtime, etc) •Monitored intra-day call volume to ensure call volume is compliant to forecast agreements •Assisted Workforce Analysts in the scheduling of team meetings, team Manager coaching sessions, training, and other scheduled off-phone activity, as well as overtime and voluntary time off. •Managed all call routing, call prioritization, and call transfer rules and delivered maximum service at minimum costs. Show less •Saved the company revenue by locking stolen, lost and damaged recharge vouchers.•Identified training gaps for both dealers and agents on the floor and upon recommendation, trained agents on operations of the dealer line.•Provided dealers’ feedback to various departments.•Activated dealer lines to allow them access to their dedicated line. •Received, resolved and escalated issues from dealers or complaints about dealers.•Escalated system failures to the technical departments from agents in the call center timely. Show less

  • REAL TIME COORDINATOR

    Sept 2009 - Mar 2010

  • DEALER LINE ADMINISTRATOR

    Jan 2009 - Aug 2009
• 

  Kingsland Court

  Apr 2010 - Apr 2011

  SCHEME ADMINISTRATOR

  • Maintained records of members of the scheme(s).• Processed contributions to pension scheme(s) on time.• Prepared annual member benefits statements annually.• Provided support to Pension advisors in their duty to provide services to trustees (Carrying out projections in pension, comparing different schemes to come up with reasonable employee and employer contribution rates when converting defined Benefits to defined Contributions schemes)• Prepared data for actuarial valuation.• Assisted appointed scheme actuaries in performing valuation of the schemes’ liabilities, determining pension contributions, and in calculating actuarial tables-factors for various modes of decrement in a scheme.• Modeled pension liabilities to determine appropriate asset allocation for various schemes in accordance with RBA regulations.• Managed Education Trust Funds and educated members on trust funds.• Calculated and paid out members’ entitlements on winding-up of a scheme. Show less

• 

  GenAfrica Asset Managers Limited

  Jan 2013 - now

  •Client relationship management and effectively responding to customer’s inquiries for quality services delivery.•Executing the Business development support plans in line with instructions and guidelines•Maintaining a supportive working relationship with the business units.•Building and maintaining strong relationships with clients.•Preparation of proposals and presentations to new and existing clients.•Prepare presentations to corporate clients and represent the business at conferences, trade shows and similar events.•Coordinating of internal and external client Seminars and workshops. Show less

  • Portfolio Manager

    Jan 2019 - now

  • Business Development/ Client Service

    Jan 2013 - Jan 2023