Maurice Okoyo

I’m a Customer Experience Specialist with 8+ years of experience in customer support, team leadership, customer retention, and complaint resolution across telecommunications, e-commerce, and customer service environments. I focus on turning complex issues into clear, fast resolutions while protecting customer satisfaction and quality standards.

At Bluebela (via Influx), I provide email and live chat support to global customers, handling inquiries across orders, refunds, exchanges, deliveries, billing, and account management. I process refunds and order adjustments according to company policies, document interactions, collaborate with internal teams, and consistently maintain strong customer satisfaction and quality scores.

Previously at Metro by T-Mobile (via CCI Kenya, BPO), I led a team of customer service representatives supporting Metro by T-Mobile customers across the United States. I drove performance management, coaching, escalations handling, quality assurance, and KPI monitoring—while also assisting with onboarding, training new agents, and supporting process improvement and workflow optimization.

Earlier, at T-MOBILE USA (via CCI Kenya, BPO), I delivered frontline support for account management, billing inquiries, technical troubleshooting, and service-related concerns—consistently meeting performance targets and achieving 90%+ KPI attainment (including CSAT, quality assurance, productivity, and adherence metrics). That strong track record helped me earn promotion into leadership, and I bring the same standards, empathy, and problem-solving mindset to every customer interaction.