Goldermeir Opiyo
About Goldermeir Opiyo
Goldermeir Opiyo serves as the Customer Experience Director at Airtel Kenya, where she has worked since 2020. She has extensive experience in the telecommunications sector, previously holding a leadership role at Safaricom Limited for 12 years.
Work at Airtel Kenya
Goldermeir Opiyo serves as the Customer Experience Director at Airtel Kenya, a position he has held since 2020. In this role, he focuses on enhancing customer satisfaction and streamlining service delivery within the telecommunications sector. His leadership is instrumental in driving initiatives that improve customer interactions and overall experience. Based in Nairobi, Kenya, he oversees various strategies aimed at meeting the needs of Airtel's diverse customer base.
Education and Expertise
Goldermeir Opiyo earned a Bachelor of Arts in English Honours from Banaras Hindu University, where he studied from 1993 to 1996. He has furthered his education through various professional development programs, including the Leadership Mastery Circle program completed in 2019 and the Women in Leadership program at Strathmore Business School. Additionally, he is certified in Scrum fundamentals within the Agile delivery framework, showcasing his commitment to continuous learning and application of modern management practices.
Background in Telecommunications
Prior to his role at Airtel Kenya, Goldermeir Opiyo worked at Safaricom Limited for 12 years, where he held the position of Head of Department for Consumer Segment Support & Care. During his tenure, he managed a team of 2000 staff across four sites, focusing on performance metrics within a contact center environment. His extensive experience in telecommunications has equipped him with valuable insights into customer support operations and service delivery.
Achievements in Customer Experience
Goldermeir Opiyo has made significant contributions to customer experience within the telecommunications industry. He commissioned a voice biometric solution for a leading telecommunications company, which included the establishment of a 350-seater contact center. His role as a Business Partner for commercial and strategic business units involved managing frontline support operations for Mobile Financial Services, emphasizing his ability to integrate customer service with business strategy.