Liz Makena Nyanchoka

Liz Makena Nyanchoka has a significant amount of work experience in customer care and quality assurance roles. Liz Makena started their career in 2012 as a Client Relationship Representative at AIG Insurance, where they focused on generating sales opportunities and providing excellent customer service. In 2012, they also worked as a Quality Assurance Analyst at Horizon Contact Centers Ltd, evaluating calls and proposing ideas for improvement. Liz then joined M-KOPA in 2013 as a Quality Assurance Analyst, where they continued to evaluate calls and provide coaching to representatives. Liz Makena was later promoted to Head of Operations and Quality (Telesales), overseeing stock management and replenishment. In 2015, they became a Quality Assurance Team Lead, taking on additional responsibilities such as creating and improving processes, conducting fraud risk analysis, and coordinating projects for employee and customer experience improvement. Liz then advanced to the role of Customer Support Manager in 2019, before ultimately becoming the Head of Customer Care in 2021. Throughout their career, Liz has consistently demonstrated their ability to improve quality and enhance customer satisfaction.

Liz Makena Nyanchoka completed their Bachelor of Science degree in Actuarial Science from the University of Nairobi from 2007 to 2011. Prior to that, they obtained their K.C.S.E. (High School/Secondary Diplomas and Certificates) from Bahati Girls Secondary School from 2003 to 2006. Liz also completed their K.C.P.E. from Good Samaritan Academy in 2001 to 2002. Additionally, in 2012, they obtained a Customer Experience Certificate from Horizon Contact Centers Ltd.