Margaret M. Koinange
About Margaret M. Koinange
Margaret M. Koinange serves as User Protection Support at Sendwave, specializing in fraud prevention and user verification. She has a background in customer service and business management, with previous roles at Tala and Safaricom Limited.
Work at Sendwave
Margaret M. Koinange has been employed at Sendwave since 2021, serving in the role of User Protection Support. In this position, she focuses on ensuring user safety and compliance within the system. Her responsibilities include conducting limit reviews to maintain security standards, handling user registration assistance, and managing password reset issues. Additionally, she oversees refunds and reversals, contributing to the overall user protection framework of the international remittance service.
Education and Expertise
Margaret studied at Kenya Utalii College from 2015 to 2019, where she specialized in Customer Service Support, Call Center Operations, and Computerized Reservation Systems. She gained expertise in customer management service, Fidelio, and marketing. Prior to this, she studied International Business Management, focusing on Business Administration and Management, from 2006 to 2007. Her educational background supports her expertise in fraud prevention and user verification processes.
Background in Customer Support
Before joining Sendwave, Margaret worked at Tala for four years, from 2017 to 2021. During her tenure, she held two positions: Senior Customer Service Advisor/Advocate and Customer Support Specialist. Her experience at Tala equipped her with skills in customer support and service advocacy. Earlier in her career, she worked at Safaricom Limited as a Customer Care Executive for seven months in 2016, where she gained foundational experience in customer service.
Achievements in User Protection
In her current role at Sendwave, Margaret M. Koinange plays a crucial role in user protection by implementing processes that enhance security and compliance. Her work includes conducting limit reviews and managing user-related issues, which are essential for maintaining trust in the remittance service. Her background in customer service and fraud prevention contributes to her effectiveness in this role.