Open to opportunities

brian cokas

@briancokas

Service Excellence Team Leader delivering customer experience, retention, and performance-driven contact centre operations.

Kenya

Message

What I'm looking for

I’m looking for a role where I can lead service excellence and customer experience—using CRM and performance reporting to improve retention, resolve complaints quickly, and coordinate cross-functionally in a fast-paced, customer-focused environment.

I’m a Service Excellence, Customer Experience, and Stakeholder Engagement professional with 8+ years across corporate service delivery, team leadership, communications support, and professional association engagement. In my current role, I lead service excellence efforts in a regulated banking environment—driving customer experience improvement, performance tracking, and cross-functional coordination across key touchpoints.

I bring strength in customer feedback management (Voice of the Customer), complaints resolution with fast turnaround, and service optimization supported by CRM systems and data analysis. I also support inbound and outbound campaign execution, manage social media/customer engagement with consistent messaging, and partner with other business units to enable cross-selling and stronger stakeholder outcomes.

Experience

Work history, roles, and key accomplishments

Team Leader – Service Excellence

Bank of Africa Kenya

Apr 2023 - May 2026 (3 years 1 month)

Led service excellence efforts within a regulated banking environment, focusing on customer retention, customer satisfaction, and timely resolution of queries and complaints. Managed a service team with daily performance reporting and cross-functional coordination across touchpoints and channels.

Customer Retention Customer Satisfaction Complaint Resolution Team Leadership performance reporting Lead Distribution social media engagement Call Answer Rate Monitoring Cross Functional Collaboration Stakeholder Engagement Bmobile Setups Reporting CBK Reporting

Senior Customer Service Officer

Tugende Limited

May 2021 - Mar 2023 (1 year 10 months)

Managed end-to-end customer service operations, including onboarding support, customer engagement, and issue resolution. Coordinated with internal departments and supported credit vetting and collections communication, producing operational reports and customer insights for management.

Customer Service Operations Onboarding & Support Customer Engagement Issue Resolution Credit Vetting Support Collections Communication Operational Reporting Customer Insights Customer Retention

Eligibility Representative

Cigna International Health

Sep 2019 - May 2021 (1 year 8 months)

Handled client inquiries on policy content, eligibility, and hospital admissions, and processed claims to ensure timely document delivery to hospitals. Achieved results including re-issuing 1000+ insurance cards, expediting critical care guarantees, and reducing communication timelines.

Claims Processing Insurance Card Re Issuance Critical Care Guarantee Processing Customer Support

Membership and Chapter Officer

Architectural Association of Kenya

Feb 2019 - Aug 2019 (6 months)

Supported institutional communication and member engagement for built environment professionals through newsletters, circulars, announcements, and stakeholder updates. Organized professional events (including CPD sessions, forums, workshops, and networking) and supported CSR-aligned outreach with event reporting and post-event engagement analysis.

Newsletters Stakeholder Updates Events Coordination Workshops Networking Events CSR Outreach Stakeholder Engagement

Call Centre Representative

Kenya Commercial Bank (KCB)

Dec 2017 - Dec 2018 (1 year)

Provided customer communication across banking products and services, supporting accurate information and issue resolution aligned to service standards. Maintained records of customer interactions for reporting and analysis.

Customer Communications Issue Resolution Service standards Reporting And Analysis

Call Centre Agent

Airtel Kenya

Aug 2016 - Nov 2017 (1 year 3 months)

Delivered customer support and complaint resolution through structured communication channels. Documented customer feedback and escalations for reporting purposes.

Customer Support Complaint Resolution Escalation Handling Reporting

Customer Service Attachee

Kenya Airports Authority

Jan 2015 - Apr 2015 (3 months)

Supported passenger communication and service coordination at customer service points. Assisted with VIP lounge services and customer-facing operations.

Passenger Communication Customer Service Coordination Customer Service Operations