At Multichoice Kenya Limited, I worked in customer value management and retention, recovering churned subscribers through targeted win-back campaigns and tailored offers. I used predictive analytics to reduce customer attrition by 5% per quarter.
As Growth Specialist, Customer Value Management (Acting Streaming CVM Manager), I led a team of 60 call-centre agents and improved retention performance by 12% through early-warning signals and timely actions. I also streamlined CRM workflows, saving about 7 hours a week.
I helped deliver Pay Via Link, a payment-link solution that helped customers pay on time and stay active. It received the 2024 Innovation Award and recovered $102k in revenue.
Earlier at Multichoice Kenya Limited, I resolved customer complaints, supported onboarding of 1,000+ customers, and managed billing and CRM records for premium accounts. I’ve also worked across call-centre, activations, back-office, and social-media support.
