Serah Taliani

1. Making sure that services are being delivered seamlessly. 2. Leading the escalations team, rectifying reliability issues, monitoring progress and tracking their KPIS. 3. Identifying customer issues and needs by maintaining an excellent relationship with end-users 4. Involved in onboarding and hiring process for new hires in CXCL departments. 5. Managing B2C and C2B payments. 6. Handling Escalated issues from the CXCL departments. i.e. crb complaints missing payments issues, loan disbursement issues. 7. Monitoring the APP and Identifying downtimes and raising any issues that arise on time with the engineering teams for better customer experience. 8. Working with CRB bureaus ensuring listing and clearing processes are done on time and in order. 9. Administering and Training new hires, CXCL team members, our third party partners (collections agencies) and the service provider (Safaricom) on the product and systems.