ADHIAMBO OMONDI
@adhiamboomondi
I’m a fintech customer service specialist driving merchant activation and exceptional client experiences.
KenyaWhat I'm looking for
I’m a results-driven customer engagement professional with over six years of experience in fintech and contact centre operations. I focus on merchant onboarding, account management, customer relationship management, and product education across inbound and outbound channels.
At Pesapal Limited, I conduct high-volume outbound engagements to uncover reasons for low product usage and increase platform adoption. I proactively cold call dormant merchants, qualify needs and pain points, and collaborate with internal teams to remove blockers that hinder product usage.
I communicate product value clearly, handle objections, and consistently support cross-selling and upselling by recommending tailored complementary solutions. I also deliver product demonstrations and guidance so merchants maximize the value of the payment ecosystem.
I’m proficient in CRM systems including Zoho Desk and Freshdesk, using them to document interactions, manage follow-ups, and maintain accurate reporting. I’ve also served as a Quality Assurance Reviewer, identifying coaching opportunities and quality trends to support performance improvement.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Pesapal Limited
Jul 2023 - Present (3 years 2 months)
Conduct outbound client engagements to identify low product usage drivers and drive merchant product adoption through calls and email. Educate merchants on new Pesapal products, qualify needs, resolve usage issues with internal teams, and generate cross-sell opportunities while documenting activity in Zoho Desk and Freshdesk.
Escalations Reservation Agent
Call Centre International
Managed complex customer escalations for Spirit Airlines by investigating concerns and coordinating resolutions. Maintained detailed case documentation and collaborated with internal teams to support customer satisfaction.
Customer Service Representative
Call Centre Universe
Handled inbound and outbound customer engagement promoting Fuzu services, including introducing platform services, identifying customer needs, and following up to improve conversion. Maintained accurate CRM records and built customer relationships through professional communication.
Booking Inspection Officer
Jiji Kenya
Coordinated customer inspection appointments and managed customer communication throughout the booking process. Maintained accurate records and improved scheduling efficiency through proactive follow-up.
Education
Degrees, certifications, and relevant coursework
University of Nairobi
Bachelor of Arts in Education, Education
2017 -
Earned a Bachelor of Arts in Education at the University of Nairobi, starting in 2017.
Mbaga Girls High School
KCSE, Secondary Education
Grade: B+
Completed KCSE at Mbaga Girls High School, achieving a B+.
Moi Air Base Primary School
KCPE, Primary Education
Completed KCPE at Moi Air Base Primary School.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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