Valentine Keter

Background

About Valentine Keter

I am a results-driven Customer Experience and Retention Specialist with proven expertise in Regional Account Management, Customer Retention, and Data Analytics. Passionate about transforming insights into impactful business strategies, I focus on enhancing customer satisfaction, reducing churn, and driving revenue growth through data-informed decision-making.With extensive experience in managing fiber and fixed wireless access (FWA) customers, I’m skilled in optimizing customer journeys, improving service delivery, and leading initiatives that align customer success with organizational goals. My background spans contact center operations, performance analysis, and in-life customer management across diverse customer segments.Key Achievements:• Increased FTTH penetration for serviced apartments from 13% to 40%, significantly improving market coverage and adoption.• Introduced a new sales process that now contributes 38% of total FTTH monthly sales, enhancing operational efficiency and conversion rates.• Identified and analyzed a revenue anomaly, uncovering a Kshs 9.6 million revenue leakage, which led to improved billing accuracy and financial controls.Core Strengths:• Customer Retention & Churn Management• Revenue Growth & Sales Optimization• Contact Center, Customer Engagement & customer Experience• Fibre & Fixed Wireless Access (FWA) Management• Data Analytics & Performance Insights• Account Management & Customer SuccessI’m passionate about leveraging data and customer insights to create lasting value — building strategies that not only retain customers but also strengthen brand loyalty and business performance.