Open to opportunities

Andrew Muli

@andrewmuli

I’m a client-focused support professional with experience in CRM tools, technical troubleshooting, and managing high-volume workflows.

Kenya

Message

What I'm looking for

I am looking for a growth-oriented role that combines AI/data work with customer-centric responsibilities, values process improvement, collaborative teams, and opportunities to scale impact through automation and data-driven decision-making.

I am a versatile, detail-oriented professional with hands-on experience in customer support, AI data training, administrative operations, and data analysis. I deliver exceptional service in high-volume, fast-paced environments while maintaining a calm, empathetic demeanour and strong cross-functional collaboration.

I've improved model accuracy through precise annotation and quality-control initiatives, streamlined workflows with documented best practices and automation, and built dashboards and reporting that enabled faster leadership decision-making. I consistently identify process improvements that save time and enhance data quality.

I seek to leverage my blend of technical insight and customer-centric focus to support a growth-oriented organization, contributing to performance optimization, reliable operations, and scalable AI/data initiatives.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Niche Webstores, Inc.

Mar 2024 - Jan 2025 (10 months)

Responded to customer inquiries across email, chat and social media, resolved order and billing issues, and collaborated with fulfillment, product and marketing teams to reduce recurring problems and improve customer experience.

Customer Support CRM Escalation Management Cross Functional Collaboration Social Media Support Documentation

Virtual Assistant

Flairstech

Apr 2024 - May 2024 (1 month)

Streamlined scheduling and communications, automated repetitive tasks with Google Sheets and Zapier saving 10+ hours weekly, and developed reporting dashboards that improved leadership performance tracking.

Calendar Management Google Sheets Zapier Event Coordination Google Data Studio

Intermediate AI Data Trainer

Invisible Technologies

Nov 2023 - Apr 2024 (5 months)

Improved model accuracy through precise annotation and QC initiatives, documented best practices to streamline workflows, trained junior annotators, and accelerated model iteration cycles by 20%.

Data Annotation Quality Control NLP Model Evaluation Training Data Classification

Inbound Customer Service Rep

Invisible Technologies

Jan 2022 - Sep 2023 (1 year 8 months)

Handled 100+ daily inbound inquiries with a 98% satisfaction rating, improved first-contact resolution, and coordinated interpreter services to enhance care quality for non-English speaking customers.

Inbound First Contact Resolutions Interpreters Problem Solving