Charles Wayayi

Versatile and experienced professional with over 9 years in the telecommunications and fintech industries, demonstrating a strong background in customer service operations, digital channel management, financial services automation, and partner support. Proven ability to streamline workflows, coordinate cross-functional teams, and enhance service delivery in high-pressure environments. Seeking to contribute technical expertise, leadership, and innovation to a dynamic, growth-oriented organization.

Customer Experience Executive at Safaricom PLC (2024-04 – Present)

Department: Digital Channels – Customer Operations

• Responds to customer queries on digital channels, ensuring prompt resolution and customer satisfaction.
• Provides mentorship and support to junior agents on product knowledge and processes.
• Coordinates with back-office teams and technical departments to close customer complaints efficiently.
• Monitors and reports recurring service issues to management for resolution.
• Identifies process gaps and proposes solutions for automation and service improvement.
• Maintains detailed records of interactions to ensure traceability and knowledge sharing.
• Ensures compliance with customer data confidentiality policies.
• Assists in the testing and implementation of digital service tools and automation scripts.
• Tracks key performance indicators (KPIs) related to digital support services.
• Participates in product feedback forums to improve service delivery models.

Senior Officer – Financial Services Operations at Safaricom PLC (2017-09 – 2023-12)

Department: Fintech Cluster – M-PESA Operations

• Acted as subject matter expert in automation of M-PESA operations processes, reducing turnaround time.
• Developed and updated end-to-end business process documentation aligned with evolving compliance standards.
• Led onboarding of international money transfer partners and interoperability platforms into the G2 M-PESA system.
• Coordinated product support activities involving finance, customer care, and technology teams.
• Engaged with partners to understand business needs, and provided appropriate technical and operational solutions.
• Implemented automated workflows and escalation paths for internal support teams.
• Tracked performance and efficiency of operational tools post-implementation.
• Managed SLAs and escalations with partner organizations, ensuring continuous service uptime.
• Trained internal users on new systems and tools adopted for operations.
• Documented audit trails for partner-related financial transactions and reconciliations.

Customer Experience Executive at Safaricom PLC (2014-10 – 2017-08)

Department: Line 100 – Customer Operations

• Delivered high-quality support to Safaricom subscribers through frontline voice contact centers (Jambo and Thika).
• Handled diverse queries ranging from service activation, billing, mobile money, to device configuration.
• Ensured customer satisfaction through first-contact resolution and service excellence.
• Logged feedback from customer interactions and forwarded it to relevant departments.
• Adhered to call quality standards and internal compliance frameworks.
• Contributed suggestions to enhance call flows and reduce handling time.
• Tracked and escalated service outages to technical teams in real-time.
• Participated in training programs for new employees and shared best practices.
• Assisted in language localization and cultural sensitivity efforts to improve customer rapport.
• Maintained an average call rating score of above 95% during entire tenure.

Diploma in Information and Communication Technology – Laikipia University (2010-01 – 2013-12)

Certificate in Computer Repair and Maintenance – Laikipia University (2009-01 – 2009-12)

Bachelor's Degree in Church Ministry – Far Eastern Bible College (2004-01 – 2006-12)

Advanced Diploma in Biblical Studies – Bible College of East Africa (2003-01 – 2005-12)