Sylvia Ayunga

Merchant Service Specialist

Trustly

Jan 2025 - Current (1 year 10 months)

• Provide support to merchants, identifying and resolving transaction discrepancies using SQL queries to ensure seamless payment experiences. • Analyze transaction data to uncover patterns, identify root causes of issues, and recommend actionable solutions to improve system performance and merchant satisfaction. • Collaborate with internal teams, to escalate and resolve complex merchant concerns while ensuring SLA adherence and continuous process improvement.

Data Consultant

freelance

Jun 2024 - Dec 2024 (7 months)

• Provided strategic consulting for a non-profit organization to design and implement data collection strategies. • Analyzed data to uncover trends and produced actionable insights, directly supporting enhanced grant proposals and operational improvements to better serve the organization's mission.

I

Account Manager and Data Analyst

Interopay

Jan 2021 - Apr 2024 (3 years 4 months)

• Primarily responsible for the account management of over 350 accounts, with approximately $500k in annual revenue, dealing directly with VPs, controllers, accounts payable specialists, and partner representatives. • Achieved exceptional contract renewal rate of 92% in 2022 through an agile understanding of customer needs and tailoring cost-effective solutions while collaborating with the sales and product team. • Amplified business growth by 15% by identifying growth opportunities, expanding the product offering, and implementing proactive customer success initiatives. • Owned billing by contacting customers via phone and email when up for renewal while handling cancellations. • Client relationship management by communicating busines

C

Assistant Program Officer

Cezam & Associates

Jun 2019 - Dec 2020 (1 year 7 months)

• Led professional workshops on programmatic and community-level outcome measurement, data collection, and collaborative community-systems change, resulting in a research-based funding model for the organization. • Led the coordination, planning, and logistics of 15 field interviews during a research project (determining and planning for transportation, accommodation, and data collection equipment) leading to the successful completion of the project. • Reviewed, edited, and evaluated grant recommendations before submission for approval. • Monitored, evaluated, and administered monthly, and quarterly training costs to ensure budgets were met, lowering operating costs by 20%. • Managed communication channels with the community investment

Research Assistant

Kantar

Jan 2019 - May 2019 (5 months)

• Performed statistical data analysis using SPSS and Excel, making meaningful interpretations of results and presentation of findings in a report. • Assisted in the review of source data and validated data integrity, using guidelines and procedures defined by the project manager. • Designed comprehensive orientation training for the recruit onboarding process in collaboration with senior leadership. • Provided operational support to the project teams by organizing virtual meetings with members across different counties in Kenya. Delivered notes and summary reports from the meetings to help with future planning of programs. • Performed quality checks on various surveys administered by field interviewers.

A

Field Interviewer

African population and Health Research Center

May 2017 - Dec 2018 (1 year 8 months)

• Administered more than 2,000 electronic surveys at the informal settlements of Nairobi using Survey CTO. • Developed substantive expertise in the fields of reproductive health, community development, children, and families. • Tabulated all data into clear reports detailing respondent attitudes and other variables. • Maintained detailed documentation of the progress of project tasks. • Provided technical assistance for android tablets through device set-up and data syncing.

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Sylvia Ayunga

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