Leon Mahulo
Bilingual Customer Service Support
Nairobi
Summary
Dedicated to delivering top-notch customer service and support to ensure customer satisfaction. Skilled in applying best practices to provide effective solutions for diverse customer needs. Proficient in utilizing various strategies to address customer inquiries and concerns efficiently. Committed to exceeding expectations and fostering positive relationships with clients.
Overview
11
11
years of professional experience
11
11
years of post-secondary education
4
4
Languages
Work History
INTERPRETER SUPPORT ASSISTANT
Church World Service RSC Africa
07.2023 - 03.2025
- Update & maintain the RSC Africa Interpreter & Chidminder database
- Conduct Training & supervision of Interpreters both in the field and in Nairobi on a regular basis
- Participate in Pre-screening, USCIS and Cultural Orientation Circuit Rides briefing and provide expertise on Interpreters
- Attended meetings and conferences and translated messages clearly, facilitating communication.
- Stayed current on cultural changes impacting language context and meaning.
- Proofread written translated material to check words, grammar and phrases.
- Adapted quickly to new subjects and environments, demonstrating versatility across legal, medical, and technical fields.
- Translate materials as required
- Manage, monitor and respond to the Interpreter mailbox
- Provide in house training to RSC staff on how to effectively work with Interpreters
- Provide training to contract Interpreters in Sub Saharan Africa
- Provide Support to Program Integrity Specialist on contract interpreter investigations
- Maintain current knowledge of United States Refugee Admissions program
- Volunteer for and tackle new assignments and tasks to ease staff member burden
Customer Service Representative, French/English
Glovo
12.2020 - 07.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Assisted customers with French-language inquiries in a timely and professional manner.
- Utilized French proficiency to build relationships with French-speaking customers.
IT HELP DESK AGENT FRENCH/ENGLISH
Airtel Africa
05.2016 - 09.2020
- Assisted with maintaining database integrity and tracking data processing for accuracy and conformance with specifications
- Evaluated problems with applications, workstations, servers, and network components to serve customers and manage technical questions
- Updated and maintained live maintenance deal log and master contract lists in Service-now tool to ensure quality compliance
- Maintained 100% client satisfaction rate through follow up calls & SOPs
- Handled 90% of tickets personally and smoothly escalated advanced calls to satisfy customers' needs
- Created simulations of user problems to recreate issues and resolve operating difficulties
- Interacted with network services, software systems engineering, and applications development to restore service and correct core problems
- Used defined help desk processes and SOPs procedures to deliver first-level technical support to calling customers
- Offered feedback on system operation to help develop modifications and reduce user problems
- Collaborated with staff, users, and management to establish requirements for new systems or modifications
- Assisted in interpreting and translating French tickets into English/Swahili for easy understanding of the engineers
- This helped streamline operations
FRENCH TUTOR
Mudasa Academy
03.2014 - 12.2015
- Helped students to define and plan academic goals and milestones to support progress
- Built and maintained rapport with students through active listening and clear communication
- Supported skills development by assessing learning styles and providing diversified instructional techniques
- Planned and facilitated tutoring sessions centered on student needs and French concepts
- Worked with students to increase knowledge retention and improve study skills
- Maintained consistent communication with supervisory staff and contributed to organizational goals
- Helped with academic performance and exam preparation through private instruction sessions
- Worked closely with parents, teachers and counselors to offer each student the best support
- Helped small groups of students improve performance and understanding with targeted instruction
- Helped to develop successful educational improvement plans to meet the needs of individual students
- Developed additional training and practice materials to further explore topics and improve understanding
- Spearheaded tutoring workshops and collaborative projects to help student groups
Education
Diploma in German Language -
Goethe Institute
Nairobi 04.2001 -
Diploma In French Language Studies
Allaince Francaise
HIGH SCHOOL DIPLOMA -
Senende High School
Skills
Ability to Multitask & Prioritize
Materials distribution
Task prioritization
Creative thinking
Teamwork
Analytical thinking
Problem Solving
Attention to detail
Communication
Time Management
Ability to work under pressure
Decision Making
Multitasking
Coordination
Training
Organization
Linguistic validation
Excellent customer care
Excellent listening
Medical interpretation
Community Service
- Volunteer French Tutor, Alliance Française Kisumu, 01/01/13, 12/31/14
- Member, Laser Arts Ensemble community theater
Timeline
INTERPRETER SUPPORT ASSISTANT
Church World Service RSC Africa
07.2023 - 03.2025
Customer Service Representative, French/English
Glovo
12.2020 - 07.2023
IT HELP DESK AGENT FRENCH/ENGLISH
Airtel Africa
05.2016 - 09.2020
FRENCH TUTOR
Mudasa Academy
03.2014 - 12.2015
Diploma in German Language -
Goethe Institute
04.2001 -
Diploma In French Language Studies
Allaince Francaise
HIGH SCHOOL DIPLOMA -
Senende High School
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