Summary
Overview
Work History
Education
Skills
Certification
Languages
Mitt Livs Chans Mentorship Program (September 2023-January 2024)
Part-time work
References
Timeline
Generic

NINA NKONGE

Norrköping,Sweden

Summary

Highly motivated professional with over 13 years combined experience in customer management, business analysis and agile methodologies. Strong worth ethic, adaptability and highly analytical. Currently doing my Master´s degree in Science for Sustainable Development. Looking to take on new challenges and contribute to a more sustainable society.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Agile Coach

Safaricom PLC
Nairobi, Kenya
08.2021 - 09.2022
  • Coached teams in Agile methodologies such as Scrum and Kanban.
  • Provided guidance on the use of tools like JIRA to track progress, manage tasks, and identify areas of improvement.
  • Facilitated Agile ceremonies such as Sprint Planning, Daily Standups, Retrospectives, and Reviews.
  • Collaborated with Product Owners to define user stories and prioritize backlogs.
  • Assisted teams in identifying blockers or impediments that were preventing them from achieving their goals.
  • Developed training materials to educate stakeholders about agile processes.
  • Supported teams in resolving conflicts or disputes that arose during sprints or planning meetings.
  • Mentored junior members of the team on the agile methodology.
  • Monitored team performance metrics such as sprint burndown, Net Promoter Score, escaped defects, cycle time, among others.

Product Owner

Safaricom PLC
Nairobi, Kenya
01.2021 - 07.2021
  • Identified customer needs and built sustainable solutions that addressed those needs, consequently, delivering the set business revenue target (103% achieved), improved Fixed Data NPS by 2 points, reduced Call Centre demand, and improved customer retention
  • Developed user stories, acceptance criteria, and mockups for new features.
  • Communicated regularly with stakeholders to ensure alignment on product strategy and vision.
  • Managed and prioritized the product backlog to ensure that the team worked on the most valuable items first
  • Collaborated with product development teams in agile project delivery
  • Enabled excellent operations by optimizing internal processes for product development and customer journeys

Business Analyst

Safaricom PLC
Nairobi, Kenya
07.2016 - 12.2020
  • Led different stages of the system development life cycle, including tender evaluations, requirements elicitation, requirements analysis, solution evaluation, production releases, and post-implementation support
  • Recommended process improvements that brought about business value
  • Mentored other business analysts to hone domain knowledge and analysis skills
  • Assisted with User Acceptance Test planning; wrote and reviewed test scripts and managed testers & defect resolution.

Customer Experience

Safaricom PLC
Nairobi, Kenya
12.2008 - 06.2016
  • Provided customer support by responding to inquiries and resolving complaints in a timely manner.
  • Tracked customer interactions in CRM software system for future reference.

Education

Bachelor of Arts - Geography and Environmental Studies

The University of Nairobi
Nairobi, Kenya
12.2008

Masters (Ongoing) - Science for Sustainable Development

Linköping University
Linköping, Sweden

Skills

  • Interpersonal Communication
  • Creative Problem-Solving
  • Scientific Writing
  • Research Project Design
  • Team Collaboration
  • Scrum and Kanban Expertise
  • Proficient in Jira, Confluence, Mural, Miro, Teams, Visio, GIS, NVivo

Certification

  • Professional Scrum Master (PSM 1) Certified
  • Professional Scrum Product Owner (PSPO 1) Certified

Languages

Swahili
First Language
Swahili
Proficient (C2)
C2
English
Proficient (C2)
C2

Mitt Livs Chans Mentorship Program (September 2023-January 2024)

  • Individual meetings with my mentor, a sustainability enthusiast and co-founder of one of Sweden's leading sustainability companies
  • Joint networking meetings with other mentors and mentees in the program

Part-time work

  • Housekeeper, employed by The Ellen Group AB (workstation - Best Western Hotels & Resorts, Linköping) since May 2023

References

References available upon request.

Timeline

Agile Coach

Safaricom PLC
08.2021 - 09.2022

Product Owner

Safaricom PLC
01.2021 - 07.2021

Business Analyst

Safaricom PLC
07.2016 - 12.2020

Customer Experience

Safaricom PLC
12.2008 - 06.2016

Bachelor of Arts - Geography and Environmental Studies

The University of Nairobi

Masters (Ongoing) - Science for Sustainable Development

Linköping University

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NINA NKONGE