Hi, I’m
Mwasudi Bakari
Customer Success Specialist
Nairobi
Summary
I am an enthusiastic customer success professional dedicated to delivering quality care that guarantees ultimate customer satisfaction and retention.
As a self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. My track record demonstrates my ability to establish and nurture positive client communication and relationships.
I am passionate about identifying customer needs and providing efficient solutions to any challenges that arise. Adept at directing work of completion consultants and completion supervisors.
Well organized, attentive to detail, and vigilant in achieving safety and environmental impact growth within an organization. I am very eager to become a valuable member of my next team.
Overview
9
years of professional experience
3
Languages
Work History
Shinebet Kenya
Operations Manager
08.2025 - Current
Job overview
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Boosted sales performance through the creation of engaging promotional materials and targeted advertising strategies.
- Managed budgets, allocating funds strategically towards high-impact initiatives that supported overall business goals.
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Collaborated with management to assess staff development needs and created customized training materials accordingly.
- Consistently received positive feedback from trainees regarding the clarity and relevance of instruction provided during each session.
- Trained new staff members in various aspects of book retail operations, ensuring a knowledgeable workforce able to provide exceptional service to customers.
- Developed a loyal customer base by consistently delivering excellent service and fostering an inviting atmosphere.
- Provided expert technical support to end-users experiencing difficulties with database applications or interfaces, resolving issues in a timely manner.
- Managed data base of over 10 million and developed marketing messages that where sent daily over the months to help in business development
Spark Matrix Trade (Maybets)
Quality Assurance Manager
01.2025 - 08.2025
Job overview
- Performed root cause analysis to identify and resolve quality issues and defects.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Recorded, analyzed, and distributed statistical information.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Conducted risk assessments to identify and mitigate potential quality issues.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Established robust quality documentation systems that ensured traceability throughout the entire production lifecycle.
- Implemented new quality assurance and customer service standards.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Reduced defect rates by conducting thorough assessments of team members'' skills and abilities.
- Fostered a culture of continuous learning by offering regular workshops, seminars, and refresher courses on QA best practices.
- Collaborated with management to establish company-wide goals for quality assurance excellence.
- Monitored production processes closely to identify potential risks or issues early on and implement corrective actions promptly.
- Developed customized training materials to address specific needs within the QA department or related teams.
- Enhanced employee performance through effective quality assurance training and coaching sessions.
- Increased efficiency in the QA process by providing clear guidelines, expectations, and feedback to team members.
- Promoted a positive work environment by addressing employee concerns promptly and effectively.
- Assisted in recruiting top talent for the QA department by conducting interviews and evaluating candidates based on relevant skill sets.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Trained and mentored 8 new personnel hired to fulfill various roles.
- Built and maintained professional relationships with vendors and suppliers.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
OPTICOM KENYA LTD
Sales/Commercial Administrator
08.2023 - Current
Job overview
- In charge of implementation and execution of individual marketing support assignments, daily schedules, and recurring workflows in line with marketing patterns and schedules.
- Contacting businesses and individuals by telephone to promote and sell solutions and services, receive orders, and gather customer information.
- Managing the existing customer base in my territory and cross-selling products and services across the existing service base.
- I converted inquiries into sales by answering inbound telephone calls.
- At the customer support center, we communicated with clients about the products and services provided by the company.
- Assessed accounts and developed a strategy to identify and engage buying centers.
- In addition to resolving and assisting clients with the issues they faced daily, escalated issues required resolution by a different team.
- My job as a customer support representative was to keep the customer satisfied.
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- I compiled and analyzed data to determine approaches to improve sales and performance.
- Built relationships with customers and the community to establish long-term business growth.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors a positive first impression.
- Welcomed customers with friendly greetings, answered general questions, gathered the nature of the visit, and directed them to specific offices.
- Tracked important information in Monday.com spreadsheets and ran reports or generated graphs using data.
- Listened to clients and introduced solutions to satisfy business and personal needs.
- Developed, maintained, and monitored sales pipelines and workflow schedules. Additionally, I received training and learned how to produce and analyze daily pipeline performance reports.
- Additionally, I maintained front-end engagement and all communication lines.
Reina Classy collection
Sales Person
03.2023 - 08.2023
Job overview
- As a customer service agent in the call center, I collaborated with the customer experience and quality assurance divisions to guarantee that problems were quickly resolved.
- At the customer support center, we communicated with clients about the products and services provided by the company. In addition to resolving and assisting clients with the issues they faced daily, escalated issues required resolution by a different team.
- My job as a customer support representative was to keep the customer satisfied.
- While employed at the outbound call center, we spoke with clients on the phone to learn about their experiences working with us and to solicit their recommendations for how we might improve. These calls aided the marketing team in selecting the most effective approach for their campaigns to pitch in more users.
- Additionally, we have received training and have learned how to deal with clients who have gambling addictions and who become suicidal after losing a bet.
- Additionally, we assisted them in contacting other rehabilitation toll-free hotlines.
Bongo Bongo
Customer Service Representative
02.2022 - 12.2022
Job overview
- As a customer service agent in the call center, I collaborated with the customer experience and quality assurance divisions to guarantee that problems were quickly resolved.
- At the customer support center, we communicated with clients about the products and services provided by the company. In addition to resolving and assisting clients with the issues they faced daily, escalated issues required resolution by a different team.
- My job as a customer support representative was to keep the customer satisfied.
- While employed at the outbound call center, we spoke with clients on the phone to learn about their experiences working with us and to solicit their recommendations for how we might improve. These calls aided the marketing team in selecting the most effective approach for their campaigns to pitch in more users.
- Additionally, we have received training and have learned how to deal with clients who have gambling addictions and who become suicidal after losing a bet.
Croissance Limited (Triple5bet)
Customer Service Manager
01.2020 - 02.2022
Job overview
- After five months of employment, I was promoted from customer service representative to supervisor. After a year, I was promoted to customer service quality assurance and training manager.
- As the supervisor of customer service, my duties included making schedules and arranging smooth shift changes.
- My primary objective as a customer service representative during this time was to make sure that reports were finished by shift and that all SLA (Service Level Agreement) sets were not violated.
- In the event of such violations, I was required to email the customer support manager to escalate the problem.
- I was later promoted to Customer Support Manager since all roles were carried out by me.
- I brought forth excellent customer service skills and a commitment to customer satisfaction.
- I managed our communication platforms like Slack and Zoho while working as a customer support manager.
- In addition to using Zoho as a social tool to connect all of our social media channels, we used Slack to escalate problems that we were unable to solve.
- I created customer support manuals used to maintain the quality of service.
- Additionally, I set up the rating engine for the company, where I created rating questions and Radar, which we used to track the conversation flow, tickets assigned, happiness ratings, fast response times (FRT), and frequently asked questions (FAQ).
- I set up a macro to help troubleshoot problems quickly so as not to inconvenience the client.
- I was in charge of retraining both new and experienced agents to uphold the level of service.
Albertine Ltd (Bet254)
Customer Support Lead
02.2020 - 08.2020
Job overview
- Served customers in a professional capacity. Team leader for the outbound call center's social media management, data entry, and analytics departments and manager for customer experience and quality control.
- To foster a family atmosphere within the business and promote growth, I worked to moderate and promote it.
- To know what we needed to improve on, quality assurance was crucial. We encourage our team to make efficient use of all offered company resources.
- Attended workshops and conferences centered on increasing customer service skills.
- Discussed promotions, products, and anything about better and more satisfactory service for the customer.
- I directed calls as needed and worked with my supervisor to address any outstanding issues or concerns.
Nanovas International (Betpawa)
Customer Service Representative
08.2018 - 01.2020
Job overview
- As a customer service agent in the call center, I collaborated with the customer experience and quality assurance divisions to guarantee that problems were quickly resolved.
- At the customer support center, we communicated with clients about the products and services provided by the company. In addition to resolving and assisting clients with the issues they faced daily, escalated issues required resolution by a different team.
- My job as a customer support representative was to keep the customer satisfied.
- While employed at the outbound call center, we spoke with clients on the phone to learn about their experiences working with us and to solicit their recommendations for how we might improve. These calls aided the marketing team in selecting the most effective approach for their campaigns to pitch in more users.
- Additionally, we have received training and have learned how to deal with clients who have gambling addictions and who become suicidal after losing a bet.
- Additionally, we assisted them in contacting other rehabilitation toll-free hotlines.
Jay Mavazi
Style Assistant
11.2016 - 07.2017
Job overview
- Working with Mr. Jay was an experiment. What a fantastic experience. He showed me various methods for layering fabrics, and I loved how each piece turned out. This further sparked my intense interest in high-end fashion.
- The fact that Mr. Jay has such flawless creations that are affordable for the local market is what I loved about working with him.
- I was able to gain knowledge at Jay Mavazi about responsibility, empathy, relationship-driven competition, effective listening, how to say 'No,' multitasking, and perseverance.
- I developed the necessary skills during this time, which accelerated my development and led me to develop an interest in the service sector.
- Served as an assistant to all administrative personnel and acted as the first point of contact for visitors and customers.
- Identified and maximized sales opportunities and increased customer retention rates.
Wealthsmith Company Limited
Brand ambassador / Salesperson
04.2016 - 10.2016
Job overview
- I began working for The Wealthsmith Limited, a real estate firm, as a brand ambassador before transitioning to the customer service desk after receiving my training.
- As brand ambassadors who represented the company at events or activations, we were trained on how to handle clients in the absence of the agents.
- The ambassadors were expected to be outgoing and self-assured individuals because they would be expected to close business deals and sales at these social events in the absence of the sales agent.
- The brand ambassador had a responsibility to address or advance client complaints or concerns.
- We created a database converted the database to leads, converted leads to sales, brought in new sales, and maintained a good client relationship, and client follow-up.
- This experience improved my communication skills and also motivated me to be a great salesperson. I enjoyed closing deals and making sufficient sales, which the company honored with rewards. They completely deserve my gratitude for introducing me to the world of sales and customer service through their training.
Education
Breakthrough International Bible University (BIBU)
Diploma from Psychology
11.2022
Phoina Beauty College
from Makeup artist
02.2022
Emanex computer collage
from Computer Packages
12.2015
Maiani Secondary School
KCSE
11.2015
Skills
Problem-Solving
Adaptability
Leadership
Communication Skills
Customer Service
Microsoft Office Word
Ability to Work in a Team
Microsoft PowerPoint
Microsoft Excel
Computer Skills
Microsoft Office
Leadership
Business Development
First Aid/CPR
Solution-focused
Professional referral network
Scheduling
Database Administration
Good Telephone Etiquette
Organization and Time Management
References
Robinson, Lubowa, 0799872196, Betpawa
Interests
Bird watching, Dancing, Reading, Cooking, Traveling
Extra-curricular
Sunday school Teacher at Triumphant Jerusalem Church of Jesus Christ, Nairobi June 2017 to date Creating lesson plans in line with the curriculum. Preparing and overseeing weekly Bible lessons. Helping with all the fundraising events related to the Sunday school department. Developing educational plays and skits. Attending weekly meetings with all assigned teachers and management staff. Responding to all Sunday-school-related issues and offering guidance. Ensuring that the designated area of the Sunday school is clean and presentable. You are assigning and explaining homework. Assisting children in completing assigned projects. Overseeing the attendance record.
Timeline
Operations Manager
Shinebet Kenya
08.2025 - Current
Quality Assurance Manager
Spark Matrix Trade (Maybets)
01.2025 - 08.2025
Sales/Commercial Administrator
OPTICOM KENYA LTD
08.2023 - Current
Sales Person
Reina Classy collection
03.2023 - 08.2023
Customer Service Representative
Bongo Bongo
02.2022 - 12.2022
Customer Support Lead
Albertine Ltd (Bet254)
02.2020 - 08.2020
Customer Service Manager
Croissance Limited (Triple5bet)
01.2020 - 02.2022
Customer Service Representative
Nanovas International (Betpawa)
08.2018 - 01.2020
Style Assistant
Jay Mavazi
11.2016 - 07.2017
Brand ambassador / Salesperson
Wealthsmith Company Limited
04.2016 - 10.2016
Phoina Beauty College
from Makeup artist
Emanex computer collage
from Computer Packages
Maiani Secondary School
KCSE
Breakthrough International Bible University (BIBU)
Diploma from Psychology