CUSTOMER EXPERIENCE
EDWIN LIVASIA
Olaro International
Nairobi,Nairobi
Customer experience and sales professional with 3+ years' experience across banking, merchant operations, nurse licensure processing, and FMCG environments. Proven track record in improving customer journeys, strengthening merchant and client relationships, and driving revenue growth through data-driven engagement and service excellence. Skilled in Salesforce and SAP ERP, with measurable impact including a 20% reduction in response times, 90%+ customer satisfaction, and 100% data accuracy. Experienced in managing the full customer lifecycle from acquisition and onboarding to retention and reactivation while ensuring compliance and seamless service delivery. I am known for resolving issues at first contact, identifying growth opportunities within customer interactions, and collaborating across teams to improve processes, reduce churn, and enhance overall customer experience.
4
years of professional experience
Work History
Processing Officer (Customer Support)
3 Months
Olaro International | 06.2026 - Current
- Streamlined nurse document verification workflows, achieving a 100% accuracy rate on CES and NCLEX submissions and eliminating processing delays.
- Managed end-to-end licensure application processing for a caseload of 100+ nurses, achieving a 95% on-time submission rate to state boards.
- Built trusted relationships with nurses as their primary licensure point of contact, improving applicant satisfaction by 30% through proactive, empathetic guidance.
- Strengthened coordination with U.S. state nursing boards and CGFNS, cutting average application turnaround time by 20%.
- Drove consistent follow-up on pending applications, improving on-time case completion rates by 25% and reducing processing bottlenecks.
Contact Centre - Merchant Sales
5 Months
Loop-NCBA | 12.2025 - 05.2026
- Owned merchant portfolio growth by converting dormant and low-activity accounts into active, high-value portfolios, driving consistent deposit (PV) growth.
- Increased merchant deposits by driving targeted cross-sell and upsell initiatives, aligning Loop products to actual merchant transaction behavior and needs.
- Recovered lost revenue by reactivating churned merchants (30/60/90 days), restoring account activity and improving overall portfolio retention.
- Led overdraft (OD) activation and utilization, improving access to credit and increasing uptake across existing merchants.
- Maintained 100% KYC compliance, ensuring seamless transactions, reduced account restrictions, and improved customer trust.
- Executed data-driven outbound engagement campaigns, improving merchant activity, engagement rates, and retention outcomes.
- Conducted Relationship Service Index (RSI) assessments for Tier 1 and Tier 2 merchants, identifying service gaps and driving targeted experience improvements.
- Partnered with Regional and Area Sales Managers, CX, and Compliance teams to resolve merchant pain points and strengthen end-to-end customer experience.
- Supported risk and compliance controls by validating merchant account activities in line with Financial Crime, Compliance, and Security requirements.
Customer Service Specialist
1 Year 6 Months
M-Gas Ltd | 05.2024 - 11.2025
- Delivered first-contact resolution for customer issues, boosting satisfaction and loyalty.
- Achieved a 20% reduction in response times by streamlining communication channels and workflows.
- Ensured 100% accuracy in customer master data using Salesforce and SAP ERP.
- Managed order lifecycle (entry, tracking, fulfillment, returns), ensuring on-time delivery and zero errors.
- Partnered with sales, finance, and operations teams to provide seamless customer support.
- Identified upselling and cross-selling opportunities, directly contributing to revenue growth.
- Contributed to process automation projects, enhancing service efficiency and productivity.
- Achieved a consistent CSAT score above 90% by proactively addressing feedback and implementing service recovery actions.
Acquisition Associate
8 Months
Solv Kenya | 08.2023 - 04.2024
- Pitched to SMEs and dealers under Retail Finance/Supplier Finance programs supported by Anchor clients.
- On-boarded new spokes under Distributor Finance and Supplier Finance programs, including coordinating with the operations team for SME limit set-ups.
- Worked with the Commercial Lead and Anchor RMs to engage existing anchors, increase business, recommend new spokes, and improve program performance.
- Owned Spoke performance monitoring for distributor and supplier finance exposures, including excess and overdue management in coordination with the customer care team.
Customer Relationship Officer
1 Year 3 Months
Kapu Africa | 05.2022 - 08.2023
- Developed and executed customer engagement strategies by analyzing customer feedback, competitor benchmarks, and business objectives.
- Partnered with clients to identify challenges and needs, providing tailored, solution-oriented support to strengthen long-term relationships.
- Monitored and analyzed customer interactions and service performance to maximize satisfaction and retention rates.
- Consistently met customer service and relationship management targets by cultivating trust and delivering personalized solutions.
- Strengthened revenue growth by identifying cross-selling and upselling opportunities aligned with customer needs.
- Analyzed customer data and service history to develop realistic account management goals and ensure proactive support.
- Conducted research on customer behavior and industry trends to anticipate needs and provide value-added solutions.
- Contributed to the development of relationship management strategies, enhancing customer experience and driving loyalty.
Education
Bachelor's Degree - Business Management (Finance and Banking)
Moi University
12.2023
Certificate of Secondary Education
Dagoreti High School
GPA: B-
Skills
Customer Experience Management
CRM Systems (Salesforce
SAP ERP)
First-Contact Resolution
Data Accuracy & Reporting
Customer Retention & Loyalty
Cross-Selling & Upselling
Issue Resolution & Escalation
References
Available upon request
Timeline
Processing Officer (Customer Support)
Olaro International
06.2026 - CurrentRead more
Contact Centre - Merchant Sales
Loop-NCBA
12.2025 - 05.2026Read more
Customer Service Specialist
M-Gas Ltd
05.2024 - 11.2025Read more
Acquisition Associate
Solv Kenya
08.2023 - 04.2024Read more
Customer Relationship Officer
Kapu Africa
05.2022 - 08.2023Read more
Moi University - Bachelor's Degree, Business Management (Finance and Banking)
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Dagoreti High School - Certificate of Secondary Education,
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