Felix Mochama
@felixmochama
I process accurate, compliant payments and resolve high-volume customer issues.
KenyaWhat I'm looking for
At Sportserve, I process and execute high-volume payments through BACS, ACH, and checks, while validating settlement files, reconciling payouts, and managing scheduled payout cycles.
I monitor payment flows, investigate exceptions, and conduct AML screening on beneficiaries to support compliant, accurate settlement operations.
Previously, I supported customers at M-KOPA, Airtel KYC, and CFAO Motors Group through iSONXperiences, handling up to 200 calls daily, maintaining CRM records, resolving escalations, and generating customer leads. I maintained a 4.7/5 customer satisfaction rating while contributing to a 20% increase in repeat business.
I also bring hands-on IT support experience from Giktek Ventures, where I built simple user interfaces, supported Windows and Mac environments, implemented remote access, and helped reduce helpdesk tickets by over 25%.
Experience
Work history, roles, and key accomplishments
Settlement Specialist
Sportserve
Sep 2025 - Present (11 months)
Process and execute high-volume payments via BACS, ACH, and checks, ensuring all required approvals and payment schedules are met. Perform pre- and post-payment checks to ensure payout amounts reconcile with system records and settlement data.
Customer Care Executive
M-Kopa Kenya
Sep 2024 - Aug 2025 (11 months)
Handled 100-120 calls per day for M-Kopa New Customer acquisition processes. Maintained accurate case records in FreshDesk and M-KOPA CRM, ensuring 100% correct ticket disposition.
Customer Care Executive - Airtel KYC
iSONXperiences
May 2024 - Sep 2024 (4 months)
Performed data cleaning, editing, and verification. Documented customer interactions, feedback, and resolutions in the CRM system.
Customer Care Executive - Switchboard
iSONXperiences
Mar 2023 - Apr 2024 (1 year 1 month)
Handled 150-200 calls per day for CFAO Motors Group Kenya through inbound channels. Maintained average customer satisfaction rating of 4.7/5, contributing to a 20% increase in repeat business.
IT Support Intern
Giktek Ventures Limited
Sep 2022 - Jan 2023 (4 months)
Created clean and simple user interfaces for interactive customer experience. Reduced helpdesk tickets by over 25% with the implementation of a remote access system and utilisation of Jira ticketing system.
Education
Degrees, certifications, and relevant coursework
Kibabii University
Bachelor of Science, Computer Science
2017 - 2022
Pursued a degree in Computer Science, gaining knowledge in programming, algorithms, and software development.
Kalulini Boys High School
Kenya Certificate of Secondary Education, Secondary Education
2013 - 2016
Completed secondary education and obtained the Kenya Certificate of Secondary Education.
eItibo Academy
Kenya Certificate of Primary Education, Primary Education
2005 - 2012
Completed primary education and obtained the Kenya Certificate of Primary Education.
Availability
Location
KenyaAuthorized to work in
Job categories
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