Jerry Burton
About Jerry Burton
Jerry Burton serves as the Customer Service Lead at Sendwave in Nairobi, Kenya, where he has worked since 2022. He focuses on team development, customer retention, and operational efficiency.
Work at Sendwave
Jerry Burton serves as the Customer Service Lead at Sendwave, an international remittance company, since 2022. Based in Nairobi, Kenya, he has been instrumental in enhancing customer service operations. His role involves training support representatives on new country launches, ensuring that operational transitions are seamless. He is also responsible for formulating, implementing, and analyzing service level metrics to optimize team performance. Additionally, he actively identifies and applies career advancement opportunities for team members, contributing to their professional growth.
Previous Experience at Co-operative Bank of Kenya
Before joining Sendwave, Jerry Burton worked as a Customer Service Representative at Co-operative Bank of Kenya from 2020 to 2022. During his tenure, he was involved in various customer service initiatives. His experience at the bank provided him with a strong foundation in customer relations and service delivery, which he has since applied in his current role at Sendwave. He initially joined the bank in 2020 and worked there for five months before continuing his service for an additional two years.
Education and Expertise
Jerry Burton studied at the University of Nairobi, where he earned a Bachelor of Science degree in Biology from 2012 to 2017. This educational background has equipped him with analytical skills that are beneficial in his current role in customer service. His expertise includes developing and implementing macros to enhance first call resolution, which has contributed to improved customer retention rates at Sendwave.
Diverse Responsibilities
In his role at Sendwave, Jerry Burton reports to multiple departments, including HR, People Ops, Compliance, Engineering, Growth, and Payment Ops. This showcases his diverse range of responsibilities and his ability to collaborate across various functions within the organization. His involvement in cross-departmental reporting highlights his integral role in the company's operational framework.