Open to opportunities

Alivitsa Edith Mukangula

@alivitsaedithmukangu

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Dedicated customer experience officer with over 5 years of expertise.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities in a dynamic environment.

I am a dedicated and customer-focused professional with over 5 years of experience in customer service, branch operations, and credit services. My journey has taken me through various roles, where I have honed my skills in handling client inquiries, resolving issues, and driving customer satisfaction in both startup and established financial environments.

At Faidi Micro Enterprise, I oversaw daily branch operations, ensuring smooth and efficient service delivery. I am skilled in loan processing, account management, and regulatory compliance. My strong interpersonal and communication skills have allowed me to train and guide front-office staff on customer service best practices, maintaining high levels of professionalism and customer satisfaction.

Previously, as a Customer Experience Officer at Ngao Credit Limited, I handled customer inquiries and collaborated with sales and credit teams to enhance client service. My commitment to delivering exceptional service and operational efficiency has been a cornerstone of my career, and I am eager to bring this dedication to a new opportunity.

Experience

Work history, roles, and key accomplishments

Branch Operations/Customer Experience Officer

Faidi Micro Enterprise

Jun 2023 - May 2025 (1 year 11 months)

Oversaw daily branch operations to ensure smooth and efficient service delivery. Handled customer inquiries, complaints, and feedback to enhance satisfaction and retention. Supported loan processing, account management, and transaction monitoring.

Customer Service Loan Processing Regulatory Compliance Staff Training Record keeping

Call Centre Customer Service Representative

Wavex ISP

Mar 2023 - May 2023 (2 months)

Responded to customer calls, emails, and chats regarding internet services and technical issues. Troubleshot connectivity problems and guided clients through basic network solutions. Logged service requests and followed up to ensure timely resolution.

Technical Support Troubleshooting Billing Support

Customer Experience Officer

Ngao Credit Limited

Jan 2019 - Feb 2023 (4 years 1 month)

Handled customer inquiries, complaints, and feedback across various channels. Ensured timely resolution of client issues to maintain satisfaction and loyalty. Educated clients on loan products, repayment plans, and application procedures.

Customer Experience Client Relations Customer Education Credit Team Collaboration Customer Retention

Education

Degrees, certifications, and relevant coursework

Kisii University

Diploma in Library Records and Archives Management, Library Records and Archives Management

Currently pursuing a diploma in library records and archives management, focusing on information organization and preservation. Developing skills in managing and maintaining various types of records and archives.

Kisii University

Certificate in Library Records and Archives, Library Records and Archives

Completed a certificate program in library records and archives, gaining foundational knowledge in information management. Acquired skills in basic record-keeping and archival practices.

Great Rift Girls Educational Center

KCSE, Secondary Education

Completed the Kenya Certificate of Secondary Education (KCSE) at Great Rift Girls Educational Center. Focused on a broad curriculum to build a strong academic foundation.