Community engagement
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
MULATYA KIEMA
Nairobi
Summary
Overview
6
years of professional experience
17
years of post-secondary education
3
Certifications
2
Languages
Work History
CCI Group Kenya, Nairobi Province
Customer Service Agent
01.2024 - 06.2024
Job overview
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Helped large volume of customers approximately 200 calls every day with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
Standard Media GroupNairobi, Nairobi Province
2nd Assistant Camera
09.2022 - 09.2023
Job overview
- Maximized equipment longevity through thorough cleaning, maintenance checks, and timely repairs when necessary.
- Assisted in achieving desired visual effects through hands-on work with filters, lenses, and other camera accessories as needed.
- Collaborated with the 1st Assistant Camera to ensure proper lens changes and camera adjustments for optimal results.
- Increased team collaboration through active participation in pre-production meetings and location scouts.
- Ensured smooth shoots by efficiently transporting equipment between shooting locations while minimizing downtime.
- Contributed to seamless shot transitions by providing accurate focus pulling during dynamic scenes.
- Set up equipment for inside and outside shots.
Dalina pharmacy.ltd, Nairobi Province
Sales and Marketing Personnel
02.2020 - 05.2022
Job overview
- Boosted sales revenue up to 75% from 50 % by implementing effective marketing strategies and building strong client relationships.
- Built local sales and marketing plan for each targeted district within defined territory.
- Followed through with leads to close sales over phone, in office and during external consumer engagements.
- Consistently met or exceeded monthly quotas by adopting a proactive approach to lead generation, relationship management, and closing deals.
- Increased customer retention rates by providing exceptional post-sales support and maintaining regular communication with clients.
- Supported implementation of contests, events and other initiatives to build presence and reputation.
- Delivered engaging product demonstrations to prospective clients, showcasing features and benefits that aligned with their requirements.
- Collaborated with leadership to identify marketing and communication needs for team and stakeholders.
- Monitored personal sales activities to maintain compliance with internal policies and applicable government regulations.
Rockland College of Science and Technology, Kitui District
Mass Media Tutor
06.2018 - 11.2019
Job overview
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Supported students with helpful study habits and exam strategies.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses
- Established positive relationships with both students and parents, fostering open communication regarding academic progress and goals.
- Maintained detailed records of student progress, using data to inform future instruction and target areas for improvement.
- Promoted critical thinking skills through engaging activities and consistent reinforcement of complex concepts.
- Conducted regular assessments to monitor student progress and adjust teaching methods accordingly.
- Led tutoring workshops for groups of students with related tutoring needs.
Education
NZAMBANI BOYS SECONDARY SCHOOL Kitui, 18
High School Diploma
01.2010 - 12.2013
University Overview
KILIVI PRIMARY SCHOOL Kitui, 18
CERTIFICATE from KENYAN CERTIFICATE OF PRIMARY EDUCATION
01.2001 - 12.2009
University Overview
VENTURE INSTITUTE OF SCIENCE AND TECHNOLOGY Nairobi, 30
CERTIFICATE from COMPUTER SKILLS
02.2014 - 04.2014
University Overview
MAASAI MARA UNIVERSITY Narok, 33
Bachelor of Science from Communication And Public Relations
09.2014 - 11.2018
University Overview
Skills
Communication skills
Client relations
Creative problem solving
Receiving support
Report preparation
Recordkeeping strengths
Administrative support
Money handling abilities
Strategic sales knowledge
Stock management
Service standard compliance
Professional telephone demeanor
Sales expertise
Key stakeholder relationship building
Product and service solutions
Certification
Driving license
Referees
Referees
1. Lydia Mwanzi
Supervisor audio visual
Standard media group ltd.
lydiahmwanzi@gmail.com
+254718483329.
2. Joseph Musango
Supervisor CCI KENYA
mutisyajmosango@gmail.com
+254718149552.
3. Dr Ekachoi
LECTURER
MAASAI MARA UNIVERSITY
ekachoij@yahoo.com
+254 700348936
Accomplishments
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Interests
Networking
Crisis management
Media trends
Adventure
Timeline
Customer Service Agent
CCI Group Kenya
01.2024 - 06.2024
Certificate in website development and management
01-2023
2nd Assistant Camera
Standard Media Group
09.2022 - 09.2023
Driving license
06-2021
Sales and Marketing Personnel
Dalina pharmacy.ltd
02.2020 - 05.2022
Mass Media Tutor
Rockland College of Science and Technology
06.2018 - 11.2019
MAASAI MARA UNIVERSITY
Bachelor of Science from Communication And Public Relations
09.2014 - 11.2018
Computer skills certificate
04-2014
VENTURE INSTITUTE OF SCIENCE AND TECHNOLOGY
CERTIFICATE from COMPUTER SKILLS
02.2014 - 04.2014
NZAMBANI BOYS SECONDARY SCHOOL
High School Diploma
01.2010 - 12.2013
KILIVI PRIMARY SCHOOL
CERTIFICATE from KENYAN CERTIFICATE OF PRIMARY EDUCATION
01.2001 - 12.2009