Laura Mwichekha

I’m a Customer Experience professional with over 10 years of experience delivering service excellence, live operations, and customer support operations in high-volume contact centre environments. I specialize in managing escalations, driving SLA performance, improving CSAT and quality outcomes, and aligning customer care with sales targets.

In my current role at Safaricom Limited, I provide inbound support across email, chat, and phone, resolving complex customer and technical issues while maintaining an 86% CSAT score and achieving 95% SLA adherence. I work closely with Product, Operations, and Technical teams to translate customer insights into process improvements and enhancements for services such as Fuliza, Tunukiwa, and Fibre.

I also bring strong analytical capability to operations improvement—building weekly and monthly Power BI and Excel dashboards to track KPIs like CSAT, ticket volumes, SLA performance, and order entry accuracy. As a Team Champion, I coordinate performance management for a team of 15, coach for quality and sales turnover, and support transformation initiatives, while onboarding and enabling new team members.