Michael Churchill

• Deployed and configured 380+ Pesapal POS terminals for merchants across retail, hospitality, and service sectors, achieving 98% first-time setup success rate and reducing average deployment time from 4 hours to 2.5 hours
• Configured browser-based terminal service environments for 50+ web-dependent merchants, optimizing performance and reducing page load times by 30% through efficient caching and API optimization
• Implemented cloud-based POS integrations for 80+ merchants, including API credential setup, endpoint mapping, and system connectivity, with 95% successful go-live rate on first attempt
• Executed direct terminal service deployments across 100+ devices, ensuring stable device-to-backend communication with 99.5% uptime for real-time transaction processing
• Managed end-to-end Pesapal eCommerce POS integration for 40+ online merchants, including gateway setup and payment workflow testing, reducing integration time from 2 weeks to 5 days
• Configured and validated callback URLs for 200+ eCommerce and POS systems, achieving 100% accuracy in transaction confirmation and eliminating callback-related support tickets by 45%
• Conducted comprehensive testing across sandbox and production environments for every deployment, identifying and resolving 90% of potential issues before merchant go-live, preventing costly downtime
• Performed pre-deployment inspections on 300+ merchant devices and systems, ensuring 100% compliance with Pesapal quality and security standards
• Streamlined POS deployment workflow by developing standardized configuration checklists and documentation, reducing setup errors by 35% and improving team efficiency by 25%
• Led 20+ concurrent deployment projects across multiple regions, completing 95% within deadline and maintaining less than 2 hours of cumulative merchant downtime
• Resolved 85% of customer device and transaction issues within first contact through systematic diagnostics and troubleshooting protocols
• Improved customer satisfaction scores from 82% to 96% through rapid issue resolution (average resolution time under 2 hours), clear technical guidance, and proactive post-deployment support

• Improved enterprise payment solution efficiency by 40% through designing and implementing scalable POS architectures, including the successful deployment of 200+ Pesapal terminals across Aga Khan University Hospital's Nairobi and regional Kenya facilities, processing $2M+ in monthly transactions
• Managed payment integrations for 150+ outlets across major regional clients including KFC (35+ locations in Kenya, Uganda, and Rwanda), Artcaffé (12 locations), Java House (20+ locations), Naivas (50+ supermarket branches), and City Walk mall, supporting combined daily transaction volumes exceeding 15,000 payments
• Led POS terminal setups and software updates across 200+ devices, achieving 99.2% uptime and reducing average downtime from 1 hours to 45 minutes per incident through proactive maintenance protocols
• Reduced transaction failure rates by 60% through systematic troubleshooting and optimization across multi-location deployments, ensuring consistent payment reliability for high-volume merchants
• Collaborated with cross-functional teams (sales, engineering, operations) to integrate Pesapal payment gateway with existing POS systems from 6 major providers (Enquest, Compulynx, Endeavor, Optimus Cloud Solutions, CBiz, and Cybcorp Tech Limited), reducing integration time by 50%
• Streamlined daily operations for 80+ restaurant and retail outlets by implementing unified payment workflows, cutting average checkout time by 35% and improving customer satisfaction scores by 28%
• Bridged communication between technical teams and C-level stakeholders at enterprise clients, translating complex API requirements into business solutions that accelerated project approval cycles by 30%
• Partnered with development teams to design intuitive payment interfaces for 6 custom enterprise integrations, reducing merchant training time from 3 days to 4 hours and decreasing user errors by 65%
• Successfully coordinated deployment schedules across 3 countries (Kenya, Uganda, Rwanda), completing 95% of enterprise rollouts on time despite complex logistics and multi-vendor coordination
• Delivered on-site technical support for high-profile deployments, resolving 90% of integration issues during initial setup phase and preventing post-launch disruptions for major clients

• Provided remote technical support for complex software and hardware issues across cloud-based POS systems, maintaining 95%+ customer satisfaction through effective troubleshooting and timely resolution
• Maintained and optimized servers and network infrastructure to ensure 99.9% uptime during peak transaction periods
• Diagnosed and resolved integration issues between POS terminals, payment gateways, and merchant platforms using systematic root cause analysis
• Patched software vulnerabilities and deployed system updates to eliminate security risks and protect sensitive payment data
• Collaborated with cross-functional teams (development, sales, operations) to resolve escalated technical issues, reducing average resolution time by 75%
• Documented all client interactions in the incident management system, enabling identification of recurring issues and implementation of preventive solutions
• Analyzed performance metrics and support trends to identify bottlenecks, recommending process improvements that enhanced team efficiency by 20%
• Developed custom solutions and workarounds for unique client requirements, ensuring seamless POS integration across diverse business environments
• Onboarded and trained 5+ new technical support staff on troubleshooting procedures, system architecture, and customer engagement best practices
• Created comprehensive training documentation and knowledge base articles, reducing repetitive support inquiries by 25%
• Conducted technical training sessions for end users on POS system features, software updates, and operational best practices
• Followed up with clients post-resolution to verify satisfaction and gather actionable feedback for continuous improvement
• Supported sales team by providing technical expertise during client demonstrations and implementation planning sessions
• Identified product enhancement opportunities from client feedback, contributing to product roadmap planning and feature prioritization

• Resolved complex payment processing issues for merchants using Pesapal's payment gateway, including transaction failures, API integration errors, and settlement discrepancies, achieving 95%+ customer satisfaction
• Diagnosed and troubleshooted POS system malfunctions including connectivity issues, hardware failures, and software bugs across Pesapal's Android and cloud-based terminals
• Managed high-priority escalations involving payment reconciliation errors, duplicate transactions, and refund processing with professionalism and urgency
• Educated merchants on Pesapal's product suite including Mobile Money integration, card payment processing, QR code payments, and API documentation
• Maintained detailed records of all customer interactions in the ticketing system, tracking issues related to Openfloat, Pesapal POS, and payment gateway integrations
• Developed deep expertise in Pesapal's payment solutions (card payments, mobile money, bank transfers) to provide informed technical guidance based on merchant business models
• Exceeded SLA targets consistently for first-call resolution and response time, earning recognition as top performer in technical support team
• Analyzed support ticket trends to identify recurring integration issues with specific POS models and payment methods, recommending solutions that reduced repeat calls by 20%
• Collaborated with product and engineering teams to communicate merchant feedback on POS terminal performance, API functionality, and dashboard usability, resulting in feature enhancements
• Reduced average resolution time by 15% through systematic troubleshooting of common issues including network configuration, printer connectivity, and payment gateway timeout errors
• Educated merchants on billing cycles, transaction fees, settlement processes, and dispute resolution procedures for Pesapal payment services
• Provided technical guidance on implementing Pesapal API endpoints, webhook configurations, and secure payment integrations for e-commerce platforms
• Built strong merchant relationships through active listening and proactive follow-up on payment reconciliation issues, leading to improved retention and positive testimonials

• Developed and implemented optimized logistics workflows, reducing delivery times for petroleum products by an average of 15% and minimizing supply chain disruptions
• Leveraged advanced transportation management software (TMS) and data analytics to identify cost-saving opportunities, resulting in a 9% reduction in overall logistics expenditures
• Served as the primary point of contact for key stakeholders, including production managers, procurement teams, and external suppliers, to coordinate seamless logistics planning and execution
• Maintained strong relationships with a diverse network of carriers, negotiating favorable rates and service level agreements to support the company's supply chain requirements
• Ensured all logistics operations adhered to strict industry regulations, safety protocols, and environmental compliance standards
• Generated detailed performance reports and analytics to track key metrics, identify bottlenecks, and recommend strategic initiatives for continual process optimization
• Resolved complex logistical issues promptly, minimizing potential impact on business operations.
• Maintained accurate records of all shipments and deliveries, supporting effective inventory management practices.

• Developed proposals and presentations that effectively communicated the value of our solutions to potential clients, securing numerous contracts.
• Maintained accurate records of all prospecting activities using CRM software tools for effective lead tracking and follow-up efforts.
• Engaged with customers to build business relationships.
• Conducted market research and analysis to identify emerging trends and competitor activities, informing strategic business decisions.
• Organized focus groups to design best marketing strategy for product offerings.

Virtual Certificate - https://moringa.my.salesforce-sites.com/certificateStatus?id=a0PQ200000FAGm6

• Degree Awarded with First Class Honors