Meet our fantastic Customer Experience Operations team

Meet our fantastic Customer Experience Operations team

Our Employee Spotlight series gives you a glimpse into the personal journeys of our team members. Discover how their life experiences shape our philosophy as a company.

In this article, meet Xavier Chua, Reginah Kironji and Christian Dazon, who work for our Customer Experience (CX) Operations team in different parts of the world.

Xavier Chua, Customer Experience Operations Improvement Specialist, Singapore

Based in Singapore, I’ve been working with Thunes’ CX Operations since April 2022. The team is a fantastic personal and professional fit for me. We actively cultivate team spirit across diverse backgrounds and cultures. Our “Win Together” ethos brings everyone from different physical locations and departments to create a positive work environment.

Recently, I’ve been working hard to improve our Quality of Service (QoS) to uphold the excellent service standards for our vendors. Seeing our progress with data-driven methods and the resulting system improvements for our customers is truly fulfilling.

I understand the real-world challenges of cross-border payments – the delays and uncertainties can be worrisome. I share these concerns; this drives me to take a customer-centred approach. 

Our CX Operations team has a culture of collaboration and openness. Colleagues are always ready to offer support– it’s a rewarding environment where knowledge-sharing and mutual growth are emphasised.

Regina Kironji, Customer Experience Operations Officer, Nairobi

Eighteen months ago, I joined Thunes as one of the first hires in Kenya, taking on a unique CX role that focuses on consumer enquiries.

My ability to communicate and negotiate likely stems from childhood. As the middle child in a family of three, I often played the role of mediator during sibling conflicts. Today, my commitments are dual-focused: striving to be the best mother to my two young girls while advancing in my career.

I support Thunes’ “Win Together” approach and can’t imagine working solo– it’s just not my style. This collaborative spirit truly comes to life on our CX Ops team, where we help each other achieve shared goals.

In the future, I see myself managing a team, using the valuable experience I’ve gained in my current role. 

Christian Dazon, Customer Experience Operations Officer, Manila

I joined Thunes in the Philippines in September 2022 when our team was just three. Now, it has grown to nearly 30! I’m part of the RAPiD (Resolve Ambiguous and PendIng transactions Daily) team, focused on pushing transactions through the network and addressing delays before they escalate.

The customer experience is central to Thunes’ mission. We have to put ourselves in the place of our customers, and empathise with the urgency and purpose behind transferred funds. By recognising the significance of these transactions, I view myself as a trusted and reliable voice for customers with our payout partners.

In my daily exchanges with clients and teammates, I’ve improved my composure, time management, patience and listening skills. These interactions motivate me to aim higher and turn seemingly impossible challenges into achievable goals.

Our dedication to open communication and positivity makes working at Thunes truly unique. 

To learn more about working at Thunes, visit our careers page.

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