Open to opportunities

Collins Ochieng'

@collinsochieng

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Client-focused customer experience and technical support specialist driving service excellence.

Kenya

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What I'm looking for

I seek a role where I can drive enterprise customer satisfaction, reduce escalations, and lead cross-functional improvements while growing into broader service delivery or client success leadership.

I am a client-focused professional with over 15 years' experience in telecommunications and financial services, specializing in enterprise customer support, client journey optimization, SLA performance, and CRM management. I have provided Level 2 support for enterprise clients, led onboarding and training programs, conducted QA testing and root-cause analysis, and consistently delivered high client satisfaction and retention results.

I collaborate across engineering, sales, and operations to resolve escalations, identify upsell and renewal opportunities, and improve processes using data-driven insights. Recognized with awards for long service and excellence, I bring empathy, strong stakeholder engagement, and a track record of improving adoption and reducing escalations.

Experience

Work history, roles, and key accomplishments

Current

Financial Advisor

Current

Britam

Mar 2025 - Present (8 months)

Engage clients to assess financial needs and deliver tailored insurance and investment solutions, maintaining CRM portfolios and driving product adoption to support retention and renewals.

Client Relationship Management Sales CRM Upselling Financial Advisory Prospecting & Compliance

Client Experience Specialist

Safaricom Plc

Feb 2017 - Aug 2024 (7 years 6 months)

Provided Level 2 enterprise support and managed FTTH and M-PESA corporate accounts, reducing escalations and improving satisfaction through journey mapping and SLA-driven issue resolution.

Enterprise Support SLA Management Zendesk Genesys Root Cause Analysis Client Onboarding

Customer Service Executive

Safaricom Plc

Nov 2010 - Jan 2017 (6 years 2 months)

Delivered multichannel support for enterprise and BPO clients including Syngenta, UAP, Britam and Unilever, achieving 95%+ client satisfaction and mentoring peers to improve service quality.

Telesales Multichannel Support Escalation Management Customer Satisfaction Training Market Research

Customer Service Representative

Safaricom Plc

Feb 2009 - Oct 2010 (1 year 8 months)

Managed high-volume inbound calls, resolved customer inquiries efficiently and identified recurring issues to improve root-cause resolution and maintain SLAs.

Inbound SLA Troubleshooting