G
Gerald Were
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Nairobi County, Kenya
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Jobs
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KYC Operations AssociateZepzNov 2022 - Dec 2023 (1 year 2 months)• Exercise sound analytical judgment to evaluate complex customer information, making informed decisions regarding the legitimacy of documentation and determining appropriate risk profiles for each customer. • Educate over 500 customers on best practices for online security, resulting in a 25% reduction in customer-initiated fraud complaints and fostering a culture of security awareness. • Develop and refine internal fraud prevention policies, improving detection accuracy by 15% and ensuring compliance with company protocols in handling all cases. • Manage high-complexity KYC-related assignments with urgency, efficiently resolving incoming requests from internal teams, financial partners, and external stakeholders. • Collaborate cross-- Customer Support SpecialistSendwaveMar 2021 - Nov 2022 (1 year 9 months)• Delivered exceptional support by promptly addressing and resolving queries and issues related to payments and card transactions, enhancing customer satisfaction and contributing to a 4.8/5 average customer rating. • Took full ownership of issue resolution by diligently investigating concerns, sharing knowledge with team members, and providing clear and concise answers to complex technical queries. • Leveraged CRM systems (Zendesk) to document and track all customer interactions, ensuring comprehensive follow-ups and reducing repeat inquiries by 10%. • Contributed to reducing the number of escalations from frontline support teams by actively participating in ongoing product training, increasing my knowledge of services and features, wh
- MSocial Media Content CoordinatorMultiChoiceOct 2015 - Jul 2018 (2 years 10 months)• Supported key local and international content initiatives, partnerships, and product campaigns, contributing to the overall growth and visibility of the brand. • Assisted in the coverage of events, demonstrating flexibility by working out-of office hours as needed to ensure timely and relevant content delivery. • Played a key role in increasing customer satisfaction through proactive social listening and real-time responses to issues and feedback. • Monitored and managed social media channels after hours, ensuring prompt responses to audience inquiries and maintaining an active online presence. • Oversaw influencer campaigns related to Showmax, collaborating with key influencers to amplify brand messaging and reach target audiences e
Education
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- JBachelor of CommerceJomo Kenyata University of Agriculture and TechnologyMar 2018 - Apr 2022 (4 years 2 months)