M
Maureen Njenga
About
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Nairobi, Nairobi County, Kenya
Contact Maureen regarding:
Finding co-founders
Résumé
Jobs
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Operations SupervisorADEC InnovationsFeb 2025 - Current (1 year 4 months)• Lead and oversee daily operational workflows to ensure adherence to SLAs, KPIs, quality standards and compliance requirement • Monitor team performance and operational outputs, ensuring accuracy, timeliness and process adherence across all assigned functions • Track, analyze, and report on operational metrics, providing data-driven insights to support management decisions and continuous improvement initiatives • Coordinate cross-functional teams to close process gaps, optimize turnaround times, and maintain consistent service delivery • Prepare, review, and maintain accurate operational reports, SOPs and support documentation in line with audit and compliance requirements • Identify workflow inefficiencies and support process improvement- Line LeadADEC InnovationsJun 2019 - Jan 2025 (5 years 8 months)• Led the planning, coordination and execution of daily operational activities, ensuring strict adherence to defined processes, SLAs, data integrity standards and record accuracy. • Guided team members to ensure consistent performance, productivity and quality outputs in a high-volume and fast-paced BPO environment. • Collaborated closely with supervisors, quality teams and cross-functional stakeholders to support onboarding, training initiatives and continuous skill development for team members. • Monitored workflows and KPIs, identifying gaps and implementing corrective actions to improve efficiency, quality standards and process consistency. • Provided real-time support, coaching and feedback to team members to address performance issues
- Quality Control SpecialistADEC InnovationsJul 2018 - Jun 2019 (1 year)• Monitored and analyzed operational KPIs including quality scores, accuracy, productivity, TAT and SLA performance to ensure consistent service delivery and client satisfaction. • Conducted systematic quality audits and evaluations of operational transactions and documentation to ensure compliance with internal quality standards, SOPs, regulatory requirements, and client guidelines. • Developed, tracked and supported the implementation of Corrective and Preventive Actions to address identified gaps, reduce recurring defects and improve overall process effectiveness. • Performed Root Cause Analysis on quality defects, process deviations, and recurring errors to identify underlying issues impacting performance and compliance. • Supported con
- Business Process AssociateADEC InnovationsNov 2017 - Jul 2018 (9 months)• Executed accurate data entry, validation, and reporting activities in line with established business procedures and internal quality standards • Performed regular quality assurance checks to identify, investigate and resolve data discrepancies, ensuring high levels of data integrity and reliability • Maintained and updated databases and operational records to support accurate information tracking, reporting, and decision-making. • Followed standardized operating procedures (SOPs) to ensure consistency, compliance, and efficiency across business processes • Ensured confidentiality and secure handling of sensitive information in accordance with company policies and data protection requirements • Demonstrated strong attention to detail, time
Education
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- Certificate in Leadership Development and MentorshipKenyatta UniversityJan 2016 - Dec 2017 (2 years)
- Bachelor of Science in Dryland Agriculture & Enterprise DevelopmentKenyatta UniversityJan 2013 - Dec 2017 (5 years)
Projects (professional or personal)
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- APayroll Tax AssociateADECFeb 2025 - Current (1 year 4 months)
Awards
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- BBest Supervisor of the yearDec 2025 - Current (6 months)