Mercy Akochi Odunga
Brookings,USA
Summary
Results-driven Customer Service and Relationship Management professional with 10+ years of experience in retail and corporate banking and private equity environments. Expertise in enhancing efficiency, improving document management, and streamlining processes in fast-paced environments. Adept at optimizing operational efficiency, driving revenue growth, and ensuring customer satisfaction through strategic product placement and exceptional service delivery.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Graduate Administrative Assistant
South Dakota State University
Brookings, USA
09.2024 - Current
- Assisting in the preparation of 15+ grant proposals for USDA, NIH and DOA totalling over USD 50 Million in potential funding for the University
- Achieved a 95% accuracy rate in budget calculations, reducing revision time by 30%
- Streamlined the internal administrative review process, reducing approval time by 25% for 30+ grant applications
- Reviewed and revised 20+ grant proposals, contributing to a 30% increase in successful applications
- Developed a proposal quality checklist that improved overall submission quality scores by 15%
- Created a database of 100+ potential funding opportunities, categorised by research area and eligibility criteria
- Managed 5 limited submission opportunities, ensuring 100% compliance with sponsor guidelines and internal policies
- Maintained a 98% on-time submission rate for grant applications by effectively managing multiple stakeholders and deadlines
- Created monthly reports analysing grant submission trends, identifying a 25% increase in interdisciplinary proposals
Customer Service Associate- Main Office
South Dakota State University
Brookings, USA
04.2024 - Current
- Increased sales of promotional products by 10% during football events by strategically enhancing product displays, actively engaging customers through personalized product recommendations
- Decreased average checkout time by 20% by optimizing the cash register process, streamlining transaction tools, and memorizing frequent customer information for a faster and more efficient payment experience
- Delivered exceptional customer service by warmly greeting customers, answering product inquiries, and proactively assisting them in locating items, enhancing overall shopping satisfaction and loyalty
- Processed transactions by efficiently handling cash, credit, and debit card payments while managing student accounts, ensuring seamless and error-free checkouts
- Improved store operations by assisting with restocking shelves, managing inventory levels, and ensuring timely stock replenishment, contributing to a consistently well-supplied and organized store environment
- Maintained visually appealing product displays by ensuring key promotional items were strategically placed in high-traffic areas, actively assisting with merchandising for seasonal and special events and driving customer engagement
Office Administrative Associate – Main Office
SODEXO Inc. & Affiliated Companies
Brookings, USA
01.2024 - 03.2024
- Reduced office supply costs by 15% by implementing an efficient inventory management system, identifying areas of wasteful spending, and consolidating purchases to optimize resource use
- Achieved 98% data entry and record-keeping accuracy by establishing a thorough review process, setting up routine double-checking procedures to minimize errors, and ensuring data integrity across company systems
- Reduced meeting scheduling conflicts by 25% by adopting a shared digital calendar system, streamlining office scheduling, and improving overall coordination and communication among team members
- Enhanced management efficiency by providing comprehensive administrative support, including preparing detailed reports, conducting research, and handling ad-hoc tasks, enabling managers to focus on strategic priorities
- Improved document quality and accuracy by preparing, proofreading, and editing various documents—such as correspondence, reports, and presentations
- Ensured compliance with company policies and procedures by diligently managing records, maintaining confidentiality, and overseeing documentation to meet internal and regulatory requirements
- Streamlined office operations by performing essential clerical tasks, including answering phones, managing emails, and handling document-related tasks such as copying, filing, and scanning for a well-organized office environment
Relationship Manager – Corporate Banking Division
Premier Bank Kenya Limited
Nairobi, Kenya
01.2019 - 01.2023
- Company Overview: Nairobi, Kenya
- Pioneered Bank development avenues and grew the annual corporate asset portfolio to USD 53.8 Million
- Achieved individual asset target of USD 9.5 Million for both new and existing businesses against an annual set target of USD 7.5 Million
- Surpassed the Bank’s target goals by increasing annual corporate income (fees and commissions) from USD 120,000 to USD 220,000 against an annual set target of USD 160,000
- Accelerated the management of the corporate Portfolio at Risk to 3.78% against Bank’s established standard of 5%
- Positively worked to show courtesy to all stakeholders which led to being voted as the best-performing business department in terms of customer experience satisfaction, product innovation, and business processes execution and compliance
- Conducted in-depth research on global best practices in workflow management and implemented simplified corporate workflow processes by improving existing business checklists
- Facilitated and actualized trainings for three (3) key branches within the Bank network on simplified corporate on-boarding processes resulting to an aggregate 19% increment in value addition of the corporate business
- Achieved the best-voted Relationship Manager in customer experience satisfaction, documentation analysis and interpretation, reporting, and decision-making by the Bank’s top management
- Held full accountability for the corporate department operations and voted as the best in overall portfolio management
- Nairobi, Kenya
Assistant Relationship Manager– Retail Banking Division
Premier Bank Kenya Limited
Nairobi, Kenya
01.2017 - 01.2019
- Company Overview: Nairobi, Kenya
- Revamped the structuring of business and lease agreements with stakeholders through exceptional negotiations to facilitate realignment with their specified needs for functionality, scalability, and performance needs
- Facilitated the creation and implementation of independent tools that aided in the collection and verification of accurate data and results concerning customers’ financial and business arrangements and proposals
- Executed all business development and growth strategies aligned with the long-term, and short and term plans of the bank and within the guidelines of the top management
- Relentlessly maintained outstanding strategies for managing lucrative customer relationships by anticipating their needs and providing superior value propositions to the top management
- Collaborated with the bank's credit committee members in reviewing customers’ business requests and proposals and offered advisory on established lending policies
- Nairobi, Kenya
Relationship Officer-Retail Banking Division
Premier Bank Kenya Limited
Nairobi, Kenya
01.2012 - 01.2016
- Company Overview: Nairobi, Kenya
- Complied with laid operational policies and guidelines throughout all transactions and resolved and escalated customer queries and complaints and relayed timeless feedback to ensure customer satisfaction and retention
- Cultivated and developed lucrative relationships with managers and teams and facilitated effective budget preparation against the bank's strategic plans and goals
- Evaluated performance and monitored development plans while developing partnerships through cross-selling the Bank’s products and services to potential customers to meet revenue targets
- Served as the logistical advisor in supporting in-depth research for top-performing teams to ensure project deliverables and achieve KPIs for the organization’s development
- Professionalized development strategies and executed branch-related projects while consistently engaging with project vendors to deliver projects within the budget and timeline
- Nairobi, Kenya
Education
Masters of Science - Operations Management
South Dakota State University
Brookings, USA10.2024
Bachelor of Science - Business Management
Kenyatta University
Nairobi, Kenya01.2011
Skills
- Research and Data Analysis
- Report Preparation and Documentation
- Project Coordination
- Inventory and Resource Management
- Compliance and Record-Keeping
- Financial Transaction Processing
- Calendar and Meeting Scheduling
- Digital Document Management
- Cash Register Operation
- Customer Account Management
- Microsoft Office Suite
- VIEWS
- STATA
- HTML
- CSS
- JQuery
- Database Maintenance
- Research capabilities
- Calendar Management
- File Management
- Meeting Scheduling
- Presentation Development
- Invoice Processing
- Travel Arrangements
- Document Preparation
- Report Generation
- Budget Tracking
- Business Administration
- Proposal Writing
- Project Planning
- Inventory Management
- Event Coordination
- Order Placement
- Workflow Planning
- Analytical Skills
- Documentation and Recordkeeping
- Back office operations
- Basic accounting
- Task Prioritization
- Client Relations
- Report Development
- Customer Service
- Scheduling
- Records Management
- Sensitive material handling
- Correspondence Writing
- Report Preparation
- Office Administration
Certification
- Customer Service Management
- Financial statements analysis, interpretation, reporting, and decision-making
- Alternative Channels delivery models and Fintech in modern business
- Sales and marketing in modern business
- Financial modelling and business valuation
References
- Ekaterina Koromyslova, Ph.D., 605-688-5688, Ekaterina.koromyslova@sdstate.edu
- Carrie Steinlicht, Ph.D., 605-688-6583, Carrie.Steinlicht@sdstate.edu
Affiliations
- Member of Association of Supply Chain Management
- Sitting Member on the Research, Scholarship, and Creative Activity Committee at South Dakota State University
- Committee member for the Women Rugby League at Kenya Rugby Union Kenya
Accomplishments
- Relationship Manager of the year-2022-2023 Business Category Premier Bank Kenya
- Dean's List Spring 2024,South Dakota State University
Timeline
Graduate Administrative Assistant
South Dakota State University
09.2024 - Current
Customer Service Associate- Main Office
South Dakota State University
04.2024 - Current
Office Administrative Associate – Main Office
SODEXO Inc. & Affiliated Companies
01.2024 - 03.2024
Relationship Manager – Corporate Banking Division
Premier Bank Kenya Limited
01.2019 - 01.2023
Assistant Relationship Manager– Retail Banking Division
Premier Bank Kenya Limited
01.2017 - 01.2019
Relationship Officer-Retail Banking Division
Premier Bank Kenya Limited
01.2012 - 01.2016
- Customer Service Management
- Financial statements analysis, interpretation, reporting, and decision-making
- Alternative Channels delivery models and Fintech in modern business
- Sales and marketing in modern business
- Financial modelling and business valuation
Masters of Science - Operations Management
South Dakota State University
Bachelor of Science - Business Management
Kenyatta University
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