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.
