John Omokonga
Nairobi
Summary
A diligent and ambitious professional with over 17 years of fruitful experience in Specialist LNM Onboarding @ Safaricom PLC | Communication |Marketing|Fraud Detection, Ethics and Compliance |Scrum Fundamentals Certified (CFC) | 2nd Line Support | Quality Assurance | Digital Executive Experience | Customer Care Executive | Digital Content Writer and Published Writer
Overview
17
17
years of professional experience
Work History
Specialist LNM Onboarding
Safaricom PLC
Nairobi
02.2013 - Current
- Performed customer Validations, Anti -Money Laundering checks on onboarded clients to Lipa Na M-PESA product. Managed over 200 clients daily
- Activation of all compliant clients to Lipa Na M-PESA Product on configuration systems, Escalated with company’s governance structure any identified Gaps deficiencies or requirements to ensure compliance with internal and regulatory requirements and policies and Ensured that service -Level agreements (SLA) are met.
Fraud Detection Officer, Ethics and Compliance
Safaricom PLC
Nairobi
11.2022 - 12.2023
- Developed and correlate insights on current and emerging fraud trends impacting on customers.
- Validated and reviewed fraud detection models including process verification, performance KPIs of fraud controls
- Participated and supported fraud demand initiatives through use of analytics handling above 20 cases per day.
- Actively participated in all fraud monitoring initiatives.
2nd Line Support Analyst
Safaricom PLC
Nairobi
06.2023 - 10.2023
- Handled technical support incidents, requests and changes on simcard registration and activation.
- Reported and tracked faults through ticketing system. prioritized tickets according to their urgency and liaised with customers using skills and tenacity to identify and solve reported issues. Handled 100 customers per day. Met service request timelines.
Quality Assurance Specialist
Safaricom Ethiopia PLC
Nairobi
11.2022 - 05.2023
- Instituted Quality Assurance processes, automation, methods, techniques and best practices, enhancing success in testing.
- Overall quality of systems UAT1 UAT2 and UAT3(User Acceptance Testing) by 99%, minimizing delivery time-frames, and reducing total number of critical issues reported to support team. Designed automated code tests, identified software bugs.
- Helped fix problems identified (or sent them to departments that could fix it ).
- Collaborated with Product owners to create effective tests for G2 software applications.
- Tests allowed organization to roll out Mobile Banking platform in one of largest populated Country-Ethiopia in Africa.
Digital Executive Experience on Digital Care Platform
Safaricom PLC
Nairobi
01.2020 - 10.2022
- Developed and executed customer centric strategies responding to Customer quarries online in real time. Managed 90 customers per day
- Excellent in engaging content, optimize company pages, and fostering community interaction. With expertise in digital care marketing and analytics, I drive customer engagement and revenue growth.
Customer Care Executive, Consumer Care
Safaricom PLC
Nairobi
02.2013 - 12.2019
- Evaluated interactions between associates and customers to assess personnel performance.
- Coordinated timely responses to online customer communication and researched complex issues.
- Oversaw hiring, orienting and training of customer care staff to facilitate capable workforce.
- Employed comprehensive benchmarks to establish and monitor customer service standards. Managed 120customers per day
Media Research Analyst
IPSOS KENYA
Nairobi, NAIROBI
01.2007 - 01.2013
- Communicated professionally with individuals across varying demographics and conducted unbiased research and review.
- Created customized marketing materials to increase product awareness.
- Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
- Generated reports to support development and implementation of marketing plans.
Education
Bachelor of Arts - Bachelor of Arts in Public Relations
Mount Kenya University
Nairobi,Kenya12.2017
Associate of Arts - Diploma in Creative Writing
The Writers Bureau College of Journalism
Nairobi, Kenya03.2006
Skills
- Demonstrated ability to formulate and maintain strong relationships with key media and influencers
- Guided team members in facilitating open and informative verbal and written communication between media and influencers
- Used theoretical knowledge of communications concepts to generate or facilitate the generation of effective communication materials across various media
- Work Coordination
- Investigation Leadership
- Emergency Response Coordination
Additional Information
Referees
Eric Oluoch Owour Manager -Customer Care Department,
Safaricom Plc Telephone no: +254 720 330 139
Email: eowuor@safaricom.co.ke
Evans Nyamwaka Investigation Officer - Consumer Protection,
Competition Authority of Kenya Telephone no: +254 733 149 328/+254 726 931 342
Nancy Avire Customer Care Executive,
Safaricom Plc Telephone no: +254 720 514 523
Timeline
2nd Line Support Analyst
Safaricom PLC
06.2023 - 10.2023
Fraud Detection Officer, Ethics and Compliance
Safaricom PLC
11.2022 - 12.2023
Quality Assurance Specialist
Safaricom Ethiopia PLC
11.2022 - 05.2023
Digital Executive Experience on Digital Care Platform
Safaricom PLC
01.2020 - 10.2022
Specialist LNM Onboarding
Safaricom PLC
02.2013 - Current
Customer Care Executive, Consumer Care
Safaricom PLC
02.2013 - 12.2019
Media Research Analyst
IPSOS KENYA
01.2007 - 01.2013
Bachelor of Arts - Bachelor of Arts in Public Relations
Mount Kenya University
Associate of Arts - Diploma in Creative Writing
The Writers Bureau College of Journalism
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