Monica Ndung’u

Monica is an accomplished customer service and technology professional with over nine years of progressive experience in service delivery, customer relationship management, and technology-driven transformation within the ICT sector. She currently serves as Channel Manager, Cisco Security at Westcon Africa. Previously, as a Technical Consultant at Tano Digital Kenya (formerly Altron Kenya) and a Customer Support Engineer at MTN Business Kenya, she played a key role in ensuring service continuity, meeting strict SLAs, resolving complex customer issues, and driving customer retention across diverse client portfolios, including financial institutions and large enterprises.

She brings strong competencies in customer experience management, service process improvement, stakeholder engagement, project management, and digital solutions. She has successfully led service improvement initiatives, managed high-value customer accounts, supported digital and cloud transformation projects, and used customer feedback to drive measurable improvements in service quality and revenue growth. She is passionate about championing member-centric service, accountability, and innovation, and committed to adding value to the Sacco by strengthening member experience, improving service delivery efficiency, and supporting responsible digital transformation.