Peter Murunga
Customer Experience and Retention Team Leader
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About
Results-oriented Customer Experience and Retention Team Leader with over 5 years of experience in customer service, retention management, team leadership, and revenue growth within the telecommunications and BPO sectors. Proven track record in improving customer retention, growing revenue, enhancing customer satisfaction, and leading high-performing teams to exceed organizational targets. Experienced in customer relationship management, quality assurance, staff training, reporting, and operational coordination.
Strong communication, leadership, analytical, and problem-solving skills with the ability to work effectively under pressure and deliver consistent results.
Experience
Regional Retention Team Leader - Wananchi Group Ltd (Zuku Fiber) - Nakuru, Kisumu, Nairobi Regions, Kenya
(2022-12)
Regions Served: Nakuru Region (April 2025 – Present), Kisumu Region (May 2023 – April 2025), Nairobi Region (December 2022 – May 2023)
- Driving customer retention and achieving monthly retention KPIs
- Growing customer paying base and increasing revenue performance
- Managing reverse NPD and CRN improvement initiatives
- Enhancing ARPU through upselling and value-added services
- Coordinating with operational teams to achieve business targets
- Ensuring timely customer issue resolution and service excellence
- Leading and mentoring retention teams to improve productivity
Team Leader - Ison Xperiences - Nairobi
(2022-06 - 2022-12)
- Monitoring and achieving daily operational KPIs
- Managing staff discipline and attendance
- Coordinating communication between management and employees
- Supporting team productivity and operational efficiency
SME Trainer / Quality Analyst (QA) - Techno Brain Limited - Nairobi
(2018-04 - 2022)
- Managing contact center training and QA activities
- Training and certifying new employees
- Analyzing operational data and generating reports
- Supporting customer issue resolution and troubleshooting
- Monitoring customer service quality standards
- Providing performance improvement recommendations
Customer Service Representative (CSR) - Techno Brain Limited - Nairobi
- Handling inbound and outbound customer interactions
- Resolving customer complaints and inquiries
- Retaining customers by overcoming objections
- Building strong customer relationships and satisfaction
IT Assistant Manager - Air Travel and Related Studies
(2017-05 - 2018-01)
- Managing institutional computer networks
- Teaching ICT and programming concepts
- Computer maintenance and repair
- Software installation and support
- Training students in networking and programming
Industrial Attachment - WIBBS College
(2015-12 - 2016)
- Teaching computer studies and mathematics
- Computer maintenance and repair
- Teaching programming languages including C++, Java, and VB.NET
- Supporting sales and marketing activities for student recruitment
Education
Bachelor of Science - Computer Science and Information Technology - The East African University (2013 - 2016)
Certificate - Guidance and Counseling - The East African University (2014 - 2014)
Certificate - Computer Studies - Bright-tech Computer Training College (2012 - 2012)
Kenya Certificate of Secondary Education (KCSE) - Arch Bishop Eliud Wabukala Secondary School (2008 - 2011)
