JANET NDITI MUTHAMA
Customer Service Specialist
Nairobi
Summary
Customer-centric Support Specialist with a track record of excellence in omnichannel support environments. Skilled in sentiment analysis and emotional intelligence techniques. Spearheaded a customer feedback loop initiative, resulting in a 30% increase in product feature adoption and improved user retention.
Overview
11
11
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Customer Service Specialist
Skyway Forwarders Cargo
01.2019 - 01.2025
- Managed a high volume of incoming calls, averaging 100 calls per day, while maintaining a 90% first call resolution rate
- Collaborated with the operations team to optimize call Centre workflows, identifying process inefficiencies and proposed solutions resulting in a 20% reduction and improvement in average handle time
- Implemented live chat support on the company website, reducing response time while providing exceptional support resulting in a 30% increase in customer satisfaction ratings
- Managed social media platforms responding to customer inquiries and comments, resulting in a 20% increase in online engagement
Customer Service Executive
Wildlife Works
01.2014 - 01.2018
- Processed orders and returns with precision, reducing order cycle times by 15% and minimizing errors
- Delivered high-quality customer service, achieving a 90% satisfaction score by accurately addressing customer inquiries and concerns
- Utilized problem-solving skills and CRM software to handle standard and complex customer service issues achieving a 25% improvement in first contact resolution rates
- Assisted in tracking and analyzing customer feedback, driving a 10% increase in repeat business and loyalty
Education
Bachelor of Arts - Hospitality And Tourism Management,
Kenyatta University
Nairobi, KenyaSkills
- Mediation Skills
- Effective Negotiation Skills
- Effective Communication
- Analytical Problem Solving
- Technical Troubleshooting
- Customer Support Expertise
- Engaged Listening
- Calm Demeanor
- Versatile Approach
- Responsive to Feedback
- Prioritization and Time Management
- Strategic Prioritization Techniques
- Optimistic Outlook
- Motivated Approach
- Customer Engagement via Live Chat
- CRM System Proficiency
- Digital Communication Tools
- Email Coordination
- Dynamic Task Coordination
- Stress Resilience Techniques
Certification
ALX Trainee Program (Virtual Assistance Course), 04/01/25
Accomplishments
Project Officer
Bee Hut Organization (Save The Bees Initiative)
2020
This campaign promoted bee conservation through community training on environmental sustainability. As a result, many farmers embraced beekeeping as both a conservation effort and a source of income.
Project Lead
Aqua Drop Engineering Limited (Solar Renewable Energy Initiative)
2022
This initiative promoted solar energy adoption for a greener planet. Through awareness and installations, we helped businesses and communities transition to sustainable, cost-effective energy solutions, reducing reliance on non-renewable sources.
Timeline
Customer Service Specialist
Skyway Forwarders Cargo
01.2019 - 01.2025
Customer Service Executive
Wildlife Works
01.2014 - 01.2018
Bachelor of Arts - Hospitality And Tourism Management,
Kenyatta University
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