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Arnold Mukilima

@arnoldmukilima

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Dedicated Customer Support Specialist with a focus on client satisfaction.

Kenya

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What I'm looking for

I am looking for a role that values customer service excellence and offers opportunities for professional growth.

I am a dedicated Customer Support Specialist with extensive experience in managing high-volume inquiries across various channels. My expertise lies in providing personalized service and resolving issues to enhance client satisfaction and loyalty. I am skilled in mentoring team members and adapting to dynamic environments, driving process improvements that lead to better customer experiences.

Throughout my career, I have consistently achieved high customer satisfaction rates, with over 80% satisfaction and 95% quality adherence. My technical proficiency includes tools such as Microsoft Office Suite, Google Workspace, and Zendesk, which I leverage to educate customers on products and services effectively. I thrive in collaborative team settings, where I can contribute to process enhancements and ensure a positive customer experience.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Teleperformance

Nov 2023 - Mar 2025 (1 year 4 months)

Dedicated Customer Support Specialist with extensive experience in managing high-volume inquiries across various channels, providing personalized service, and resolving issues to boost client satisfaction and loyalty. Skilled in mentoring team members and driving process improvements.

Customer Service Process Improvement Technical Support Microsoft Office Suite Google Workspace Jira Slack Zoom Zendesk Communication

Research and Content Writing

Other

Jan 2021 - Oct 2023 (2 years 9 months)

Conducted in-depth research and created clear, engaging
content tailored to specific audiences, translating complex
ideas while meeting client guidelines and deadlines. This
enhanced my communication, analytical thinking, time
management, and ability to handle high-priority tasks
efficiently

Communication Skills Research Communication

Data Analyst

Kenya Ports Authority - Mombasa Port

Jan 2022 - Mar 2022 (2 months)

Analyzed vessel and cargo data to optimize scheduling and resource allocation, improving operational efficiency by 15%. Developed reports for port management to streamline operations and make data-driven decisions.

Data Analysis Excel Process Improvement Reporting Operational Management KPI Tracking Mentoring Communication Problem Solving Team Collaboration

Sales Agent

Jumia Kenya

Jan 2019 - Dec 2020 (1 year 11 months)

Processed online orders with a 98% accuracy rate and provided personalized consultations, achieving a 40% conversion rate. Conducted sessions to address policy inquiries and reduce repeat inquiries.

Sales Customer Service Order Processing Consultation Communication Problem Solving Time Management Customer Retention

Education

Degrees, certifications, and relevant coursework

Technical University of Mombasa

Bachelor's Degree, Mathematics and Computer Science

2018 - 2022

Grade: Second Class Honors (Upper Division)

Bachelor's Degree in Mathematics and Computer Science with Second Class Honors (Upper Division). The program focused on mathematical theories and computer science principles, equipping students with the skills necessary for problem-solving and analytical thinking in technology.