MERCY MASIKA
@mercymasika
Customer Care Executive specializing in KYC, telecom support, and CRM-driven service.
KenyaWhat I'm looking for
I am a Customer Care Executive with over three years of hands-on experience in telecom support, KYC compliance, and multi-channel customer interaction. I consistently deliver accurate verification, empathetic communication, and reliable CRM documentation to uphold regulatory and company standards.
At Telesky and Ison Xperiences, I handled inbound and outbound Airtel customer interactions, performed KYC verification and SIM registrations, and provided first-level technical troubleshooting. I have been recognized multiple times as Employee of the Month for exceeding KPIs and delivering outstanding customer recovery and service outcomes.
I bring strong multitasking, time-management, and interpersonal skills, plus experience in credit control and HR administration. I am committed to reducing errors, streamlining workflows, and maintaining high customer satisfaction in fast-paced environments.
Experience
Work history, roles, and key accomplishments
Customer Care Representative
Telesky Limited
Nov 2024 - Present (10 months)
Conduct KYC verification for Airtel SIM registrations, ensuring regulatory compliance and reducing field data errors by streamlining registration workflows and maintaining accurate CRM records.
Customer Care Representative
Ison Xperiences Limited
Aug 2021 - Oct 2024 (3 years 2 months)
Handled inbound/outbound calls for Airtel customers, resolved inquiries and escalations, delivered first-level technical troubleshooting, and consistently exceeded KPIs, earning multiple Employee of the Month awards.
Credit Control Assistant
Tenspot Ltd
Mar 2021 - Jul 2021 (4 months)
Negotiated payment deadlines and managed customer accounts to improve collections while maintaining positive customer relationships; recognized as Employee of the Month for recovery performance.
Human Resource Assistant
New Kenya Cooperative Creameries
Feb 2019 - May 2019 (3 months)
Organized employee records, managed sensitive HR documentation, and assisted in compiling internal HR reports to support daily departmental operations.
Education
Degrees, certifications, and relevant coursework
KTKiriri Women's University of Science and Technology
Diploma in Human Resource Management, Human Resource Management
Awarded a Diploma in Human Resource Management, completed in 2019 with coursework and practical training in HR administration and documentation.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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