Titus Muga
Payment Operations Specialist
Highest degree :
Bachelors
Field of study :
Statistics
Location :
Kenya
Citizenships :
Kenyan
Experience :
8 Year(s)
Countries :
Kenya, United States, Philippines
Gender :
Male
Sectors :
fintech operations,
Telecommunication
Information Communication Technology
Technology
Dynamic Payment Operations & Customer Experience Specialist with 8+ years of experience in fintech, BPO, telecom, and e-commerce environments across Kenya and the US market. Demonstrated success in payments processing, customer retention, operational analytics, fraud prevention workflows, and team leadership. Adept at resolving complex issues, improving operational efficiency, and leading high-performance teams. Strong analytical background supported by a BSc in Mathematics & Statistics and certifications in FMVA, BI/Data Analytics, Lean Six Sigma, and AWS (in progress). Seeking a role in Payment Operations, Customer Operations Leadership, Risk & Compliance Ops, Reconciliations, Business Operations, or Digital Financial Services.
Payment Operations Specialist
Nairobi Kenya
SportServe
November 2024
-Present
● Handle fraud detection, chargeback review, and suspicious transaction monitoring for global online payment channels. ● Investigate and resolve escalated fraud cases, working closely with risk, compliance, and payment gateway partners. ● Analyze payment behaviors, flag anomalies, and recommend controls to reduce financial risk. ● Maintain accurate records for audits, reconciliations, and compliance reporting. ● Enhance fraud prevention strategies by leveraging data insights and automated tools. ● Collaborate with customer experience and finance teams to resolve payment disputes and safeguard customer accounts.
Customer Support Center Team Leader
United States (Remote)
1840 & Company
March 2022
-November 2022
● Led a high-performing remote customer support team handling US-based clients across multiple industries. ● Managed escalated cases, dispute resolutions, and payment-related inquiries, ensuring SLA compliance and customer satisfaction. ● Monitored team performance, conducted coaching sessions, and implemented QA improvements that elevated overall efficiency by 60%. ● Produced operational and performance reports for leadership, identifying trends and recommending workflow improvements. ● Oversaw onboarding, training, and continuous development for new support agents. ● Collaborated with cross-functional teams (Finance, Operations, BI) to resolve complex account issues and enhance customer experience.
Customer Service Retention Specialist
United States (Remote)
Aventus LLC
March 2020
-March 2022
● Conducted 120+ weekly outbound retention calls, achieving over 60% improvement in customer satisfaction. ● Handled escalated cases, policy exceptions, account adjustments, and dispute workflows. ● Delivered consistent top-tier QA performance above 95%. ● Educated customers on product changes, subscriptions, payments, and billing updates.
Call Center Team Leader
Niarobi, Kenya
Acorn Holdings Limited –
July 2018
-September 2020
● Led a team of 8 agents handling inbound/outbound communication for a large customer base. ● Implemented the company’s first-ever CRM system, improving reporting and tracking accuracy. ● Developed SOPs, call scripts, and training manuals that significantly reduced process gaps. ● Improved call center efficiency by 35% through proactive planning and coaching.
Customer Service Representative
Nairobi, Kenya
Horizon Contact Center
March 2017
-July 2018
BSc. Mathematics & Statistics
Nairobi Kenya
University of Nairobi
January 2014
-September 2018
Business Intelligence and Data Analyst
Nairobi
Corporate Finance Institute
2021
Financial Modeling and Valuation Analyst
Nairobi
African Leadership Univeristy
2021
Lean Six Sigma
Nairobi Kenya
Life Skill Consultancy Limited
2018
Payment Operations & Reconciliations
Customer Support & Retention
Fraud Investigation Support
Team Leadership & Performance Coaching
CRM Implementation & Optimization
Excel for data analys
BI Tools
SQL
Process Improvement & Results-Based Management (RBM)
Business Development Coordinator
Business Analyisis
Relationship Management
Call Center Operations Management
Business Development
Business Operations
payment operations