Stephen O.
Senior Customer Service Manager
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About
Stephen O., an accomplished Customer Service Manager based in Nairobi, Kenya, boasts over seven years of experience in customer acquisition, management, and retention, significantly enhancing company market share. Presently, he serves as the Regional Retention Manager for Wananchi Group Limited, overseeing a team of 63 to ensure business growth across customer bases in both Kenya and Uganda. Skilled in MS-Office and data analysis, he has successfully introduced new processes to increase customer retention and revenue, notably redesigning the Zuku Fiber student package for the Kenyan market. Previously, at Techno Brain Limited, Stephen held roles such as Team Supervisor and Quality Analyst, safeguarding customer satisfaction across prominent projects like Keroche Breweries and D-Light Kenya. With a Bachelor of Science in Sports & Exercise Science from Kenyatta University, Stephen maintains a keen eye for detail and accurate reporting, driving strategic business decisions.
Experience
Regional Retention Manager
WANANCHI GROUP LIMITED · 2025 — PresentManaged customer onboarding, retention, and overall management to drive business growth in customer base and revenue collection. Oversaw a team of 63 customer service representatives and supervisors to meet KPIs. Contributed to the expansion of the Wananchi brand across Uganda and Kenya, including Nairobi, Mombasa, Nakuru, and Kisumu. Enhanced the customer base for Uganda Zuku Fiber by implementing new processes and controls. Successfully redesigned the student package in the Kenyan market provided by Zuku Fiber to cater to the increasing needs of the student population. Collaborated with commercial and technical departments to ensure effective customer acquisition and life cycle management, fostering an improved service experience. Revitalized dormant customers, positively impacting market presence and cash collection. Identified new market opportunities for the advancement of Wananchi Group Limited.Regional Retention Team Leader
WANANCHI GROUP LIMITED · 2021 — 2025Handled customer onboarding, retention, and management aimed at promoting business growth in terms of customer base and revenue collection. Supervised a team of 32 customer service representatives and supervisors to accomplish KPIs. Played a role in growing the Wananchi brand through customer management in Uganda and Kenya, covering cities like Nairobi, Mombasa, Nakuru, and Kisumu. Improved the customer base of Uganda Zuku Fiber by introducing new procedures and controls. Successfully redesigned the student package offered by Zuku Fiber in the Kenyan market to meet the demands of the growing student demographic. Collaborated with other departments, including commercial and technical, to facilitate customer acquisition, manage their life cycles, and enhance the overall service experience.Team Supervisor
TECHNO BRAIN LIMITED · 2019 — 2021Led various projects at Techno Brain, including Zuku Fiber, KIMISITU SACCO, D-Light Kenya, and Keroche Breweries. Managed a team comprising over 20 individuals.Quality Analyst
TECHNO BRAIN LIMITED · 2018 — 2019Ensured quality customer support across projects under my supervision. Implemented quality assurance measures for brands such as Keroche Breweries, KIMISITU SACCO, and D-LIGHT Kenya. Conducted quality audits to maintain customer satisfaction and enhance service quality. Compiled reports and provided insights aimed at identifying areas for improvement.Customer Service Representative
TECHNO BRAIN LIMITED · 2017 — 2018Served as a customer service representative for multiple projects, including the D-Light Kenya initiative, assisting with the registration of D-Light customers nationwide.
Skills & Expertise
Education
- Bachelor of Science-Sports & Exercise ScienceKenyatta University · 2013 — 2017
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