Duncan Makokha

Experience

• 

  Airtel Kenya

  Jan 2005 - May 2009

  Customer Retention Executive

  Managed all account related issues and requests for Corporate clients, resulting in increased payments, accurate adjustments, and low churn.Generated lead opportunities through cross and upselling, contributing to portfolio growth.

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  Telkom Kenya

  May 2009 - Aug 2020

  Formulation of the Customer Experience strategy that aligned with the company objectives.Fostered a customer centric culture that saw the organisation leading the nationwide industry customer experience Net Promoter Score (NPS).Overseeing the customer experience operations including budgeting, business process outsourcing, customer journey mapping, customer insights and data analysis and customer service optimisation.Championing Voice of Customer (VOC) programs through collection, analysis, and positioning of customer needs across the organisation to drive customer centricity and satisfaction. Show less Led the department to adopt the working standards to the France Telkom Operating Model (FTOM), achieving ISO certification and ensuring alignment with industry standards.Optimized outsourcing operations, successfully reducing costs from KES 35 million to KES 10 million per month, resulting in substantial savings.Led the successful implementation of critical tools and softwares, including the satisfaction survey tool (MVA), Network presentation tool (METEO), and Customer Relationship Management tools enhancing customer experience and operational efficiency. Show less

  • Acting Director, Customer Experience

    Oct 2019 - Aug 2020

  • Manager, Retention & Post Billing Support

    Jun 2014 - Oct 2019

  • Product Development Manager, Enterprise Solutions

    Dec 2013 - Jan 2015

  • Project Manager, Customer Experience

    Jan 2011 - Nov 2014

  • Team Lead, Reporting and Business Analysis

    May 2009 - Nov 2011
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  Telkom Kenya

  Oct 2020 - now

  Leading cross-functional teams in transforming organisation processes using Lean Six Sigma methodologies, resulting in process automation, digital transformation, and significant efficiency gains.Fostered an agile continuous improvement culture, enabling the business to focus on value-generating activities while systematically eliminating waste.Ensuring the organisation maintains effective controls and high process compliance by applying rigorous DMAIC (Define, Measure, Analyse, Improve, Control) and DMADV (Define, Measure, Analyse, Design, Verify) methodologies. This includes implementing preventive, detective, and corrective controls, leveraging risk management techniques such as FMEA, standardising processes, utilising automation, and conducting awareness campaigns.In 2024, collaborated with a team to train and certify 70 staff members in Lean Six Sigma Yellow Belt and Process Compliance Auditing, enhancing organisation process capability, compliance, risk mitigation, and efficiency.Implemented Critical to Quality (CTQ) measures across key processes to consistently meet internal and external customer needs. These measures empower the organisation to analyse, measure, and improve the most critical aspects of customer expectations.Deliver strategic insights by tracking and reporting corporate performance to Executive and Senior Management Teams. Show less Evaluated Customer Experience (CX) processes and workflows by incorporating best practices, resulting in optimized customer interactions and improved service delivery.Redesigned CX analytics to enhance customer satisfaction by creating timely, on-demand dashboards that offered accessible and actionable insights.Continuously analysed customer feedback, quality, performance, personnel, products, processes, and systems, identifying areas for improvement and implementing solutions to enhance the overall customer experience. Show less

  • Manager, Transformation, Performance & Process Excellence

    May 2023 - now

  • Manager, Quality & Business Processes Improvement

    Oct 2020 - Apr 2023