Senior Customer Support & QA Leader with Agile Focus
Resume:
Marylinne Othieno
Experience Assurance & Compliance
CONTACT
PHONE:
LINKED IN:
www.linkedin.com/in/marylinne-othieno
EMAIL:
************@*****.***
EDUCATION
Bachelor of Science Recreation Management, Kenyatta University
Kenya Certificate of Secondary Education, Our Lady of Mercy Secondary School
CERTIFICATIONS
Scrum Basics (SBS)
NPS Master class
Performance and Quality assurance compliance
Design Thinking Methodology (SBS)
Intergrated Quality Assurance & Control Bespoke Certification
Scrum Fundamentals (SBS)
Agile Foundations
AWS Cloud Practitioner Essentials
SKILLS
Expert in agile project management strategies and methodologies that leverage processes, people, and products to drive customer obsession
Keen in Agile consumer project management
Extensive call centre management and supervision experience, including team leadership, performance management, shift planning, and operational excellence
Self-motivator with experience in stakeholder and customer management
Expertise in data analytics and visualization
Demonstrate problem-solving skills in difficult situations
Avid communicator with demonstrated capabilities in persuasion and negotiation
Expert in Design Thinking methodology
Ability to train and build capacity for customer experience initiatives
Strong leadership qualities demonstrating integrity, transparency, and accountability
Relationship management skills
Proficient in database and escalation management
Proficient in MS Office Suite with strong analytical skills and reporting capabilities
TOOLS
CRM-Siebel
Remedy
QMS
Share point
Microsoft forms/Teams
Jira
PROFILE
Expert in customer experience with 18 years in the consumer business portfolio. Resourceful team player with extensive call centre management and supervision expertise, adept at leading and motivating teams to deliver exceptional service. Skilled in managing strategic accounts through the entire client lifecycle across consumer and financial services sectors. Proven ability to oversee call centre operations, implement effective team management strategies, and ensure operational excellence. Proficient in leveraging agile methodologies to meet key performance indicators (KPIs) and service level agreements (SLAs), consistently surpassing customer expectations. Demonstrates strong customer obsession skills, including customer journey mapping, NPS analysis, quality assurance, process design, and product lifecycle management. Adept at testing and analyzing products to identify improvement opportunities. Driven by servant leadership with a focus on team development and customer-centric strategies.
WORK EXPERIENCE
Safaricom Plc (Vodafone Group PLC Subsidiary – UK), Experience Assurance and Compliance Analyst, Consumer Business
March 2017-Present
Led the development and implementation of customer experience improvement initiatives across all Safaricom Call Centre touchpoints, fostering a customer-obsessed culture.
Managed and supervised call centre teams to ensure high-quality customer interactions and adherence to service standards.
Developed predictive analytical reports on customer feedback, delivering insights to stakeholders for product and service enhancements.
Maintained and grew the Touchpoint Net Promoter Score (NPS) to an average of 60+ each month across consumer touchpoints.
Defined the end-to-end customer journey for all consumer segments, identifying risks and implementing mitigation strategies.
Implemented service recovery initiatives to enhance customer satisfaction and loyalty.
Oversaw quality assurance processes related to products, processes, and personnel to achieve top NPS rankings.
Conducted customer feedback research and analysis, utilizing quantitative and qualitative data to inform improvements.
Trained and mentored staff on customer experience best practices, serving as a Trainer of Trainers and CX advisor to the business.
KEY ACHIEVEMENTS
Introduction of Experience Excellence Forms- I pioneered and Introduced experience evaluation forms that drove quality in delivery of resolutions and customer obsession culture which saw a significant growth of Net Promoter Score by 18%
Awarded Safaricom Pongezi award for being a recognition for best customer experience project driving customer obsession strategy-Consumer category.
Product NPS survey research-conducted strategic customer feedback NPS survey and recommended actionable insights to consumer business leadership team which saw a reduction of churn by 12% and product revenue growth of 10%.
Customer Experience Executive Call center; Safaricom Plc (Vodafone Group PLC Subsidiary – UK)
August 2008-February 2017
Managed a team of call centre agents, providing supervision, coaching, and performance management to ensure delivery of premium support to high-value corporate customers.
Trained new call centre executives on products, systems, and customer service protocols.
Ensured timely resolution of customer queries, maintaining an average handling time of under 3 minutes.
Achieved a 10% reduction in repeat callers through effective issue resolution and escalation management.
Managed workforce shifts to optimize staffing levels based on demand forecasts.
Conducted fraud detection and prevention activities alongside KYC management.
Led customer immersion programs, including focus groups, to gather insights for service improvements.
Supported revenue growth through upselling mobile voice packages, contributing to a 2% increase in revenue.
Managed service recovery calls to resolve pending issues and retain customer loyalty.
Direct Sales Representative; Barclays Bank (ABSA)
2007
Key Responsibilities:
Evaluated customer credit eligibility and promoted bank products through direct marketing and sales efforts.
Managed customer accounts, including credit card applications and loan processing.
Conducted market research and product presentations at various community events.
Facilitated customer onboarding and product education to enhance customer engagement.
Reference will be availed upon request
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