Kibira Wa Maina

I’m a results-driven Operations, Customer Experience, Data Analysis, and Digital Solutions professional with over 4 years of experience supporting customer engagement, collections, business operations, reporting, and technology-driven solutions. I focus on improving service performance through KPI monitoring, trend analysis, and actionable operational insights.

In my current role as a Customer Engagement Executive at Sun King, I maintain a 98% quality assurance score while resolving complex customer issues across accounts, repayments, products, and service delivery. I analyze customer trends, support collections operations through customer education and repayment engagement, and keep accurate CRM records and operational reports to drive customer retention and KPI achievement.

Previously, as a Tele-Collections Agent, I managed customer repayment portfolios across multiple regions, conducted account reviews and follow-ups, and supported portfolio health initiatives through customer data analysis and reporting. I also bring digital capability—web design and front-end development—currently building a live sports score platform while continuously expanding my technical and analytical capabilities.