Sarafina Mutuku
Customer Experience Leader
Nairobi
Summary
Hard-working customer experience professional with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
9
9
years of professional experience
2013
2013
years of post-secondary education
8
8
Certifications
Work History
Supervisor, Customer Experience
Kenya Revenue Authority
09.2021 - Current
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams. e.g. Achievement of 12.7% increase of returns filed by June 2024.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Provided exceptional customer service to both domestic taxpayers and customs officers at the Kenya Revenue Authority achieving a first contact resolution rate of 84% by January, 2025.
- Oversaw daily operations of the unit (a total of 250 staff), ensuring smooth workflow and timely completion of tasks, across 7 regions.
Customer Service Advisor, Tax and Customs
Kenya Revenue Authority
01.2016 - 09.2021
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
Education
Bachelor's Degree - Commerce - Accounting
Dedan Kimathi University of Technology
Kenya Certificate of Secondary Education - undefined
Muthale Girls' Secondary School
Skills
- Customer Service
- Microsoft Office Suite
- Taxation (Kenya)
- Project Management
- Data Analysis
- Communication
- Leadership
- People management
- Operations management
- Strategic planning
Certification
Excellence in Customer Service, KESRA, 03/01/24
Timeline
Supervisor, Customer Experience
Kenya Revenue Authority
09.2021 - Current
Customer Service Advisor, Tax and Customs
Kenya Revenue Authority
01.2016 - 09.2021
Kenya Certificate of Secondary Education - undefined
Muthale Girls' Secondary School
Bachelor's Degree - Commerce - Accounting
Dedan Kimathi University of Technology
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