Beatrice Adhiambo

Results-driven OTC Analyst with a strong background in telecommunications operations, service fulfilment, and data-driven decision-making. Experienced in managing end-to-end order lifecycles, resolving system and product issues, and collaborating cross-functionally to enhance customer experience and revenue assurance. Adept at working in fast-paced, high-performance environments with a proactive, solutions-oriented mindset aligned to dynamic and innovative organizations.

OTC Analyst at Safaricom (2024-10 – 2026-03)

Managed end-to-end order fulfilment and service activation for GSM and Fixed services with focus on SLA adherence, system troubleshooting, and revenue assurance.

• Managed end-to-end order fulfilment and service activation for GSM and Fixed services, ensuring timely delivery and SLA adherence.
• Identified, escalated, and tracked resolution of system and product issues, working closely with technical teams to minimize service disruptions.
• Collaborated with telesales and finance teams to ensure accurate billing, reducing revenue leakages and improving operational efficiency.
• Conducted thorough KYC verification to ensure compliance, accuracy, and seamless onboarding of customers.
• Supported telesales operations by providing data insights and performance reports to drive target achievement.
• Monitored order progress and ensured timely onboarding within defined SLAs.
• Generated and maintained reports to track sales performance and operational efficiency.
• Drove process improvements by identifying bottlenecks and recommending actionable solutions to enhance service delivery.

Bachelors Degree in Software Development – KCA University

Certification in Data Science – Moringa School