Isaac Munyao

Technology and banking professional with 5+ years of experience in channel support, product operations, and data analysis. Proficient in digital channel monitoring, incident resolution, SQL, and Power BI dashboarding, consistently delivering measurable improvements in service uptime, customer experience, and operational performance

Channel Support Officer - Kingdom Bank

(2025-01)

• Managed and monitored digital banking channels including mobile banking, internet banking, and ATM networks to ensure optimal uptime and seamless customer experience.
• Investigated and resolved channel-related incidents and customer complaints, coordinating with technical teams to minimise service disruptions and reduce resolution time.
• Analysed channel performance data and transaction trends using SQL and Power BI dashboards to identify bottlenecks and drive data-informed operational improvements.
• Collaborated with product, IT, and compliance teams to support the rollout of new channel features and ensure adherence to regulatory and security standards.
• Prepared and presented regular channel performance reports to management, highlighting key metrics, risk areas, and recommendations for service enhancement.

Product Operations Officers - Telkom Kenya

(2024-09 - 2025-11)

• Supported development of T-Kash products across the entire product lifecycle.
• Coordinated cross-functional stakeholders, ensuring product deliverables were on time and within budget.
• Created and maintained documentation, dashboards, and reports for product performance.
• Improved customer value by reviewing feedback, optimizing operations, and implementing system enhancements.
• Support on day today operations and provide customer centric solutions.

Credit Controller - Telkom Kenya

(2022-12 - 2024-08)

• Monitored and enforced adherence to credit terms by customers, reducing delinquency rate by 15%
• Authorized disconnections and reconciliations for defaulting customers, leading to recovering in dues
• Provided clear breakdowns to support outstanding debt balances, enhancing clarity and reducing disputes
• Documented write-offs, credit notes, and debit notes, ensuring accurate financial records
• Identified and resolved billing disputes with customers, achieving a 95% resolution rate
• Actively engaged customers to ensure timely payment of bills, improving collection rate
• Ensure there is support documentation e.g. invoices, contracts to authenticate outstanding debt

Database Administrator - Metropol CRB

(2021-08 - 2022-08)

• Monitored and enforced adherence to credit terms by customers, reducing delinquency rate by 15%
• Authorized disconnections and reconciliations for defaulting customers, leading to recovering in dues
• Provided clear breakdowns to support outstanding debt balances, enhancing clarity and reducing disputes
• Documented write-offs, credit notes, and debit notes, ensuring accurate financial records
• Identified and resolved billing disputes with customers, achieving a 95% resolution rate
• Actively engaged customers to ensure timely payment of bills, improving collection rate
• Ensure there is support documentation e.g. invoices, contracts to authenticate outstanding debt

ICT Support Intern - AFA-HCD

(2020-12 - 2021-05)

• Supported staff on ICT systems, improving efficiency and reducing technical issues
• Troubleshot and resolved ICT technical issues, ensuring minimal downtime
• Performed general maintenance of HCD-ICT systems and equipment, achieving 95% system reliability
• Managed ERP system (Dynamics Nav 2016), enhancing data accuracy and operational efficiency
• Supported and trained 50+ stakeholders on the single-window system and integrated IMIS, improving user adoption

Bachelor of Information Technology in Business Systems - Information Technology - IIE ROSEBANK COLLEGE (2016-01 - 2019-12)

Data Science - STRATHMORE UNIVERSITY (2021-01 - 2021-12)