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Brian Okungu holds a Master's degree in Finance and extensive experience in customer experience management and contact center operations. Currently serving as the Manager of Contact Center Operations at d.light, Brian focuses on enhancing customer engagement and retention through strategic initiatives in credit management and loan recovery. Previous roles include oversight of significant collections teams at d.light and leadership positions at eManage, Airtel Kenya, and ison BPO Kenya Ltd, where Brian demonstrated strong performance in user experience transformation and service delivery. Additionally, Brian is pursuing professional studies in ACCA and has a diverse educational background in finance and commerce.