Loice Wafula
Nairobi
Summary
Customer Experience Specialist with 10+ years in fintech and financial services, driving client retention, operational efficiency, and cross-functional collaboration. Proven success in supporting API clients, improving customer journeys, and coordinating with tech and finance teams to resolve issues quickly. Adaptable, tech-savvy, and focused on delivering world-class service in fast-paced, high-growth environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Associate
AZA Finance
01.2025 - Current
- Manage high-priority client issues and escalate technical API cases, reducing resolution time by 25%.
- Collaborate with product and tech teams to refine workflows, improving service delivery and internal communication.
- Support SARB submissions for South African clients, maintaining 100% compliance and smooth transaction processing.
- Serve as point of contact for onboarding, support, and post-trade processes for clients.
Customer Service Associate
AZA Finance
09.2022 - 12.2024
- Enhanced client retention through optimized customer journeys and feedback-based improvements.
- Monitored and escalated high-value transactions, reducing potential loss incidents by 40%.
- Trained new hires on customer support standards and tools, reducing ramp-up time by 30%.
- Partnered with finance team to resolve transaction issues, ensuring accurate and timely fund allocation.
Senior Customer Service Officer
Unaitas Sacco Limited
10.2018 - 09.2022
- Led a support team using Ameyo CRM, achieving 90% first-call resolution.
- Analyzed quality metrics and coached team members, improving customer satisfaction by 20%.
- Ensured compliance with KYC policies while improving data quality and customer onboarding speed.
Bank Teller
03.2018 - 09.2018
- Handled daily cash reconciliations and resolved customer transaction issues with 100% accuracy.
- Maintained high drawer security and compliance with internal policies.
Administration Officer
Soni Technical Services Ltd
05.2015 - 02.2018
- Managed office operations, payroll, and petty cash, reducing administrative overhead by 15%.
- Streamlined permit processing and insurance claims, improving turnaround time by 30%.
Education
BSc. - Applied Statistics with Computing
University of Eldoret
12.2013
Skills
- API & Technical Support
- Process Improvement
- Client Onboarding & Retention
- Cross-Functional Collaboration (Tech/Product/Finance)
- Workflow Optimization
- CRM Systems (Salesforce, Ameyo)
- Data Handling (SQL, Python basics)
- SLA Management & Case Resolution
Certification
- SQL Fundamentals – DataCamp
- Python Programming – Techcamp Institute (2020)
- Virtual Assistant Course – ALX (2022)
Languages
English (Proficient)
Swahili (Native)
References
Available on request
Timeline
Senior Customer Experience Associate
AZA Finance
01.2025 - Current
Customer Service Associate
AZA Finance
09.2022 - 12.2024
Senior Customer Service Officer
Unaitas Sacco Limited
10.2018 - 09.2022
Bank Teller
03.2018 - 09.2018
Administration Officer
Soni Technical Services Ltd
05.2015 - 02.2018
BSc. - Applied Statistics with Computing
University of Eldoret
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