Armidale Mwendwa

Background

About Armidale Mwendwa

As a Customer Care Supervisor at DPO Group, I lead a team of agents in providing support, activation and retention services to merchants across Africa. I manage the account lifecycle. I also work in customer service operations, ensuring quality standards, performance metrics, and customer satisfaction are met and exceeded. Before joining DPO Group in May 2022, I worked for five years at iPay, a leading online payment platform in Kenya, where I started as a Customer Service Agent and progressed to a Merchant Vetting and Merchant Services Officer. In this role, I handled complex customer inquiries and complaints, resolved issues, and provided feedback and guidance to improve the user experience. I also collaborated with the sales, marketing, and technical teams to identify and implement retention strategies, increase user loyalty, and generate revenue. I hold a Bachelor of Laws degree from Jomo Kenyatta University of Agriculture and Technology, where I developed my analytical, communication, and presentation skills. I am proficient in Microsoft Office applications and various software tools to optimize company efficiencies and support process development. I am a multi-skilled and resourceful professional, who values teamwork, innovation, and customer satisfaction. I am always eager to learn new skills and take on new challenges in the dynamic and fast-paced online payment industry.