Top Talent like Brenda are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Brenda Bett

Operations Manager • Business Intelligence Analyst • Customer Success Manager • Nairobi, Nairobi County, KE • Open to relocation
Crisis Management
Process Optimization
User Flows
HubSpot
Conflict Resolution
Problem Solving
Communication
CRM
Client Management
Client Communication
Available for hire fromNegotiable
Full-Time Roles
Contracts
I am an experienced Operations and Client Support Manager, proficient in leveraging technological solutions to Optimize financial industry processes.
Optimized operations by ensuring a satisfaction rate of over 85% across customer support, back-office, and Onboarding, driving higher customer satisfaction and loyalty. Accelerated the delivery of new trading applications and third-party systems, resulting in an increase in customer acquisition and overall business growth. Successfully led the team in integrating automated KYC systems with the company's CRM system, resulting in an impressive 80% automation of KYC procedures and enhancing overall productivity. Optimized mobile money payments on trading platforms through PSP integrations, leading to a reduction in manual processing errors and a 100% decrease in payment processing time. Transaction monitoring and reporting to relevant bodies.

Projects

Mpesa Mobile Payment intergration

I participated in integrating the Mpesa Daraja Platform, a mobile money service that enables seamless fund transfers between recipients. This integration facilitated the automation of deposits and withdrawals across our trading platforms in East Africa.See More

Work History

S

Operations Manager

Scope Markets LtdFull-time EmployeeJul 2019 - Apr 2024 • 4 yrs 10 mosOperations •Responsible for monitoring and managing day-to-day operational processes. They ensure that payment transactions are processed accurately and efficiently, troubleshoot any issues • Manage the settlement process between PsPs collection account and our client segregated account •Oversee the onboarding of new PsPs or services, system upgrades, and process improvements as well as to coordinating efforts across departments to ensure projects are completed on time and within budget. • Monitor client trading activities and report on any unscrupulous activity such as Arbitrage to both Compliance and Group Operations. •Preparation of Monthly Transaction monitoring reports including Transaction Monitoring, Trading activity versus Amount deposited etc. to the Compliance Department. •Provide CRM administration support and communicate with External stakeholders such us Banks, CRM provider, PsPs to ensure seamless service delivery and internal team support. •Prepare quarterly, and bi-annual board reports on the department’s progress and performance. •Actively participate in Company projects including formulating Business Cases, project testing and reporting, signing off and launching of successful projects such as CRM system, In-house applications, and Third-party integration. Back-office • Manage daily reconciliations conducted by the team for all client funds and address any discrepancies. • Monitor transactions to identify and flag any suspicious activity related to fraud, AML, or terrorism financing. •Transaction processing for B2C and N2B client accounts. Customer Support • Ensure that the customer service team delivers excellent service • Ensure that clients are onboarded within the set SLAs • Manage and resolve complex trading complaints from clients of all levels by conducting thorough investigations, analysis, appropriate escalation, and providing detailed feedback. • Provide cross-departmental support to ensure a seamless customer experience.
E

Client Support Executive

EGM Securities LimitedOct 2018 - Jun 2019 • 9 mos• Deal directly with clients’ inquiries through phone, email, and live chats. • Obtain and evaluate all relevant information to handle inquiries correctly. • Assist in back-office processes and procedures, including fund settlement to client accounts, conducting daily reconciliations, and monitoring transactions. • Processing of Introducing brokers (partners) withdrawals • Thorough investigation of trading complaints and escalation of complaints to trade operations department •Ensure timely reporting of trading complaints to the Compliance Department for record-keeping and assist the compliance team in addressing any complaints received from regulators related to client trading matters. • Maintain detailed records of all inquiries, comments, and complaints. • Collaborate and coordinate on issues with other departments. • Prepare and update policies and procedures for the Operations department • Assist new clients in navigating the account opening process and complying with the company's KYC (Know Your Customer) procedures.

Education

U

University of Kabianga

Bachelor's Degree, Communication and Public RelationsSep 2012 - Nov 2016

Similar Pangeans

Wangari Kamau

Highly efficient Operations and Project Professional
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How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
I am an experienced Operations and Client Support Manager, proficient in leveraging technological solutions to Optimize financial industry processes.
Optimized operations by ensuring a satisfaction rate of over 85% across customer support, back-office, and Onboarding, driving higher customer satisfaction and loyalty. Accelerated the delivery of new trading applications and third-party systems, resulting in an increase in customer acquisition and overall business growth. Successfully led the team in integrating automated KYC systems with the company's CRM system, resulting in an impressive 80% automation of KYC procedures and enhancing overall productivity. Optimized mobile money payments on trading platforms through PSP integrations, leading to a reduction in manual processing errors and a 100% decrease in payment processing time. Transaction monitoring and reporting to relevant bodies.

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call

Similar Pangeans

Wangari Kamau

Highly efficient Operations and Project Professional
Operations Management • Project Management • 10 years of exp. • Mombasa, Mombasa County, KE

Noreen Likimani

Venture Builder | Project, Process & Product | Customer Experience | Operations Generalist | Country Trustee/Local Partner of The Bridge International Korea
Operations Management • Project Management • Community Management • 24 years of exp. • Nairobi, Nairobi County, KE

Molly McDowell

Operations Manager | Customer Experience, Service & Success Professional | Startups, Fintech, SaaS+ | Solution Seeker | Problem Solver
Operations Management • Customer Success • 10 years of exp. • Minneapolis, MN, US

Dicky Setiawan

Operations, Strategy & Analytics Specialist | Remote-Ready | US & EMEA Timezone
Operations Management • Data Analysis • Project Management • 8 years of exp. • Jakarta, ID

Top Talent like Brenda are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Brenda Bett

Operations Manager • Business Intelligence Analyst • Customer Success Manager • Nairobi, Nairobi County, KE • Open to relocation
Crisis Management
Process Optimization
User Flows
HubSpot
Conflict Resolution
Problem Solving
Communication
CRM
Client Management
Client Communication
Available for hire fromNegotiable
Full-Time Roles
Contracts

Projects

Mpesa Mobile Payment intergration

I participated in integrating the Mpesa Daraja Platform, a mobile money service that enables seamless fund transfers between recipients. This integration facilitated the automation of deposits and withdrawals across our trading platforms in East Africa.

Work History

S

Operations Manager

Scope Markets LtdFull-time EmployeeJul 2019 - Apr 2024 • 4 yrs 10 mosOperations •Responsible for monitoring and managing day-to-day operational processes. They ensure that payment transactions are processed accurately and efficiently, troubleshoot any issues • Manage the settlement process between PsPs collection account and our client segregated account •Oversee the onboarding of new PsPs or services, system upgrades, and process improvements as well as to coordinating efforts across departments to ensure projects are completed on time and within budget. • Monitor client trading activities and report on any unscrupulous activity such as Arbitrage to both Compliance and Group Operations. •Preparation of Monthly Transaction monitoring reports including Transaction Monitoring, Trading activity versus Amount deposited etc. to the Compliance Department. •Provide CRM administration support and communicate with External stakeholders such us Banks, CRM provider, PsPs to ensure seamless service delivery and internal team support. •Prepare quarterly, and bi-annual board reports on the department’s progress and performance. •Actively participate in Company projects including formulating Business Cases, project testing and reporting, signing off and launching of successful projects such as CRM system, In-house applications, and Third-party integration. Back-office • Manage daily reconciliations conducted by the team for all client funds and address any discrepancies. • Monitor transactions to identify and flag any suspicious activity related to fraud, AML, or terrorism financing. •Transaction processing for B2C and N2B client accounts. Customer Support • Ensure that the customer service team delivers excellent service • Ensure that clients are onboarded within the set SLAs • Manage and resolve complex trading complaints from clients of all levels by conducting thorough investigations, analysis, appropriate escalation, and providing detailed feedback. • Provide cross-departmental support to ensure a seamless customer experience.
E

Client Support Executive

EGM Securities LimitedOct 2018 - Jun 2019 • 9 mos• Deal directly with clients’ inquiries through phone, email, and live chats. • Obtain and evaluate all relevant information to handle inquiries correctly. • Assist in back-office processes and procedures, including fund settlement to client accounts, conducting daily reconciliations, and monitoring transactions. • Processing of Introducing brokers (partners) withdrawals • Thorough investigation of trading complaints and escalation of complaints to trade operations department •Ensure timely reporting of trading complaints to the Compliance Department for record-keeping and assist the compliance team in addressing any complaints received from regulators related to client trading matters. • Maintain detailed records of all inquiries, comments, and complaints. • Collaborate and coordinate on issues with other departments. • Prepare and update policies and procedures for the Operations department • Assist new clients in navigating the account opening process and complying with the company's KYC (Know Your Customer) procedures.

Education

U

University of Kabianga

Bachelor's Degree, Communication and Public RelationsSep 2012 - Nov 2016

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Pangea empowers fractional work across the world for marketing and design roles.