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Evans Migono

@evansmigono

Operations Customer Expert at Sama AI 101 improving project efficiency by 15% through technical troubleshooting and data research.

Kenya

Message

At Sama AI 101, I manage complex database records and prepare daily status reports with 99.8% accuracy. My technical research and troubleshooting improved project efficiency by 15%.

At Safaricom PLC, I resolved customer inquiries across phone, email, and chat while maintaining a 98% CSAT rating. I used my M-Pesa product knowledge to handle escalated complaints and reversals, and managed transaction records in MS Excel.

Experience

Work history, roles, and key accomplishments

Current

Operations Customer Expert / Data Lead

Current

Sama AI 101

Aug 2019 - Present (7 years 2 months)

Managed complex database records and drafted daily status reports with 99.8% accuracy. Troubleshot technical bottlenecks using advanced data research to improve project efficiency by 15%.

Database Management Data Research Troubleshooting SLA Compliance Excel Report Writing

Customer Service Representative (Tier 2)

Safaricom PLC

Sep 2017 - Jun 2019 (1 year 9 months)

Resolved inquiries via phone, email, and chat, maintaining a consistent 98% CSAT rating. Utilized deep M-Pesa product knowledge to resolve escalated complaints and reversals efficiently.

Customer Service Omni Channel Support M Pesa Excel Complaint Resolution CSAT Optimization

Precision Operations Lead

Parapet Cleaners

Mar 2017 - Aug 2018 (1 year 5 months)

Coordinated operational support for luxury commercial accounts, increasing task speed by 15%. Managed daily logs and operational coordination for high-value maintenance projects.

Operations Coordination Customer Relationship Management Log Management Interpersonal Skills