Molvine Okeyo

Dedicated and customer-focused professional with extensive experience in customer retention, billing support, quality assurance, and call center operations within the telecommunications and ISP industry. Skilled in resolving customer concerns, improving customer satisfaction, handling escalations, and supporting business growth through excellent communication and problem-solving skills. Experienced in customer support across multiple channels including calls, emails, and social media platforms.

Customer Service Professional (Retention) - POA INTERNET KENYA

(2024-07)

• Handling customer cancellation and disconnection requests professionally
• Resolving internet, billing, and service-related customer complaints
• Retaining customers through suitable solutions, promotions, and upgrades
• Troubleshooting internet and connectivity issues before escalation
• Processing account upgrades, downgrades, relocations, and reconnections
• Maintaining accurate customer records and meeting retention targets

Quality Assurance Analyst / Call Center Team Leader - WANANCHI GROUP LTD (ZUKU FIBER UGANDA)

(2022-09 - 2024-01)

• Monitored customer interactions to ensure quality service delivery
• Coached and mentored team members to improve performance
• Handled escalated customer complaints professionally
• Prepared quality assurance and performance reports
• Trained staff on customer service standards and procedures

Customer Service Professional (Billing) - WANANCHI GROUP LTD (ZUKU FIBER)

(2020-03 - 2022-09)

• Managed billing-related queries across five countries
• Processed payments, reversals, refunds, and account adjustments
• Generated invoices, ETRs, and proforma invoices
• Audited invoices and payment postings for accuracy

Customer Service Professional (E-Care) - WANANCHI GROUP LTD (ZUKU FIBER)

(2019-07 - 2020-03)

• Managed customer queries through social media platforms
• Assisted customers with internet troubleshooting
• Responded to support emails across five countries

Airtel Money Complaint Management - AIRTEL KENYA

(2016-05 - 2017-01)

• Tracked and managed Airtel Money transactions
• Processed Airtel Money reversals and complaints
• Prepared daily operational reports

Customer Service Professional - HORIZON CONTACT CENTERS

(2014-01 - 2016-05)

• Handled inbound and outbound customer communication
• Responded to customer inquiries via calls, emails, Facebook, and Twitter
• Managed customer escalations and follow-ups

Field Sales Representative - MERIDIAN 4 PHARMACY

(2009 - 2013)

• Managed customer relationships and product orders
• Conducted field visits and resolved customer concerns

Diploma - Business Management - Jomo Kenyatta University of Agriculture and Technology (2013 - 2014)

Certificate - Computer Studies - Microsoft Computer Training Institute (2009 - 2009)

KCSE Certificate - Raruowa High School (2004 - 2007)

KCPE Certificate - Kodero Bara Primary School (1995 - 2003)