Marvin Oketch

Customer support and operations professional with 12+ years of experience across telecommunications, banking, e-commerce, recruitment, and technology. Experienced in resolving customer issues through phone, email, and chat; maintaining accurate customer records; coordinating escalations; and supporting onboarding and retention. Brings strong written communication, structured problem-solving, and effective collaboration with remote and cross-functional teams across EMEA time zones.

Business Development Agent at LIQUID INTELLIGENT TECHNOLOGIES (2025-09 – 2026-05)

• Managed business opportunities and customer relationships from initial engagement through onboarding and post-sale support.
• Served as a primary customer contact, responding to inquiries, resolving service concerns, and coordinating timely escalation through remote communication channels.
• Documented customer feedback, product usage information, and account activity to identify education opportunities and strengthen customer engagement.
• Balanced sales, customer support, follow-up, and administrative responsibilities across EMEA time zones while maintaining accurate customer and account records.

E-commerce Product Coordinator at EZDIA (2020-11 – 2025-01)

• Maintained accurate product information and data-quality standards while collaborating with international and cross-functional teams to improve the online customer experience.
• Improved product-listing accuracy and record-keeping standards, contributing to a reported 20% reduction in customer complaints and increased platform trust.
• Analyzed product and customer-journey information to identify data gaps and support structured service-delivery improvements.
• Escalated product-related issues to technical teams and coordinated follow-up to resolve workflow bottlenecks affecting customer-facing operations.

Remote Recruiter at VIZX INTERNATIONAL (2018-07 – 2020-06)

• Managed end-to-end remote recruitment processes, including sourcing, screening, virtual interviewing, assessment, selection support, and onboarding.
• Built qualified candidate pipelines through LinkedIn, job boards, applicant tracking systems, and recruitment platforms.
• Maintained accurate candidate records and provided timely communication and follow-up throughout the hiring process, supporting a positive candidate experience.
• Partnered with hiring managers and internal stakeholders to clarify staffing requirements, refine candidate profiles, and present qualified candidates within established timelines.

Customer Service Executive at SAFARICOM LTD (2016-08 – 2018-06)

• Delivered customer support through inbound and outbound calls, live chat, and email, resolving account, product, and service inquiries.
• Troubleshot customer concerns, processed service requests, and communicated accurate information about products, services, accounts, orders, and policies.
• Maintained accurate CRM records, documented cases, and updated customer information across voice and digital support channels.
• De-escalated challenging customer situations through active listening, empathy, and structured problem-solving, supporting positive resolutions and retention.
• Collaborated with internal teams to escalate complex cases and monitor outstanding issues within service-level and performance expectations.

Field Project Coordinator at DODORE KENYA (2014-08 – 2016-03)

• Coordinated field projects from planning through completion, supporting delivery against schedules, requirements, and quality standards.
• Organized field teams, assigned tasks, coordinated logistics, and maintained communication among staff, management, contractors, and external partners.
• Maintained activity reports, field data, schedules, budgets, and performance updates while coordinating corrective action on operational issues.

Direct Sales Representative at CFC STANBIC BANK (2012-07 – 2014-07)

• Promoted banking products and financial services through lead generation, referrals, cold calling, networking, and field sales.
• Conducted needs assessments and recommended appropriate products while clearly explaining features, eligibility requirements, pricing, and terms.
• Managed the sales cycle through application processing, documentation, follow-up, onboarding, and compliance with KYC and internal quality requirements.

Degree in Business Management – Zetech University

Diploma in Business Management – Zetech University (2012-01 – 2012-01)