Kelvin Mutungu

· Collaborate with cross-functional teams to quickly resolve 90% of technical issues, meeting SLAs and improving delivery time to ensure optimal customer experience

· Optimize system functionality by executing software upgrade strategies, resulting in a 20% reduction in support ticket volumes

· Utilize expertise in B2B, B2C, and C2B products to seamlessly integrate, troubleshoot, and optimize user feedback for enhanced delivery

· Capitalize on project management methodologies and tools such as Agile and Jira to optimize project delivery, mitigate risks, and drive successful project outcomes

· Demonstrate leadership as the Lead Support and Implementation Engineer, overseeing a team of at least 5 members in the development of mobile banking solutions

· Execute meticulous API testing, encompassing both rigorous unit testing and comprehensive integration testing, to proactively pinpoint potential issues

· Develop comprehensive UAT test cases outlining test objectives and acceptance criteria to uncover usability issues and functionality gaps, ensuring alignment with user expectations

· Managed a network of over 60 healthcare providers within the insurance sector, ensuring efficient service delivery and cost control resulting in improved profit margins

· Utilized data insights to identify cost-saving opportunities, resulting in a 15% reduction in annual expenditure.

· Led a customer service initiative that increased customer retention rate which increased customer referrals

· Negotiated with leading healthcare providers, leading to an increase in revenue and a 50% improvement in patient satisfaction

· Conducted in-depth interviews with insurance claimants to gather factual information, resulting in a reduction of fraudulent claims by 50% through meticulous analysis and investigation

· Documented insurance claims and analyzed claim data for accuracy and completeness, reducing the number of rejected claims by 50%