Open to opportunities

Derrick Juma

@derrickjuma

Message

I resolve complex global payroll, payments, KYC, and compliance cases for SaaS and fintech customers.

Kenya

Message

What I'm looking for

I'm looking to continue solving complex global payroll, payments, KYC, and compliance issues while partnering with Product and Operations teams to improve customer experiences.

At Deel, I manage high-complexity global payroll and compliance cases for 200+ enterprise clients, resolving 95%+ within SLA while sustaining a 4.8/5+ CSAT rating. I handle payroll discrepancies, tax documentation, contractor classification, API errors, and payment failures across multi-country employment frameworks.

Previously, supporting Bolt through Majorel, I resolved high-volume payment cases involving transaction failures, chargebacks, wallet discrepancies, KYC/AML verification, and regional payment systems. I improved escalation turnaround time by 30%, reduced repeat inquiries, and maintained 100% SLA compliance.

I've also mentored new hires, strengthened SOPs and knowledge bases, and partnered with Product, Legal, Payroll Operations, and Engineering to remove recurring customer friction.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Specialist

Current

Deel Inc.

Jan 2022 - Present (4 years 7 months)

Manage 60-80+ high-complexity payroll and compliance cases per week, resolving 95%+ within SLA with a sustained 4.8/5+ CSAT rating. Serve as subject matter expert for global payroll and contractor compliance, supporting 200+ enterprise clients.

Zendesk Jira Slack Global Payroll Contractor Compliance KYC SLA Management CSAT Root Cause Analysis Documentation

FinTech Support Specialist

Majorel

May 2021 - Dec 2021 (7 months)

Resolved 80+ daily high-volume payment cases for the Bolt account, achieving 95% First Contact Resolution across transaction failures, chargebacks, and wallet discrepancies. Reduced Stripe and Adyen escalation turnaround time by 30%.

Payment Operations KYC AML Stripe Adyen SEPA Fraud Prevention Documentation

Senior Customer Support Specialist

Majorel

Nov 2020 - Apr 2021 (5 months)

Managed 200+ monthly enterprise-level cases for the Bolt account, maintaining 98% CSAT and 100% SLA compliance. Streamlined cross-functional escalation workflows, reducing average resolution time by 25%.

Zendesk SLA Management CSAT Escalation Management Training Automation

Customer Support Specialist

Mobile Financial Solution

Jan 2019 - Dec 2020 (1 year 11 months)

Executed 100+ weekly outbound customer engagements to reduce transaction failures and educate users on compliance policies. Diagnosed platform and integration errors impacting cross-border transfers.

Customer Engagement Troubleshooting Root Cause Analysis Documentation Cross Border Payments

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Science, Information Technology

2014 - 2018

Bachelor of Science in Information Technology from Jomo Kenyatta University of Agriculture and Technology, with coursework in database systems, networking, and software development.