Open to opportunities

Charity Muthoni

@charitymuthoni

I’m a customer support specialist who resolves issues fast, streamlines workflows, and improves response times with CRM tools.

Kenya

Message

What I'm looking for

I’m looking for a customer support role where I can resolve issues quickly, use CRM and process improvement to reduce escalation, and collaborate on workflow optimization—while continuing to grow in digital content creation and automation.

I’m a Customer Support Specialist with experience managing high-volume customer interactions across phone, email, and digital platforms. At NRS Sacco Society, I handle 30+ customer inquiries daily, resolve approximately 90% of issues on first response, and track interactions to improve follow-up efficiency.

I also run a Baking & Online Orders business, where I manage 10–20 weekly orders using a structured system and reduced response time by about 40% through templates and workflow organization. Alongside this, I create educational & business content, and I bring a detail-focused mindset to communication, problem solving, and continuous service improvement.

Experience

Work history, roles, and key accomplishments

Current

Small Business Owner

Current

Baking & Online Orders

Jan 2025 - Present (1 year 4 months)

Manage 10–20 weekly customer orders through a structured order system and reduced response time by approximately 40% using templates and workflow organization. Oversee end-to-end operations including marketing, order management, and delivery coordination to maintain customer retention.

Order Management Customer Support Workflows Marketing Operations Delivery Coordination Customer Retention

Current

Customer Service Officer

Current

Nrs Sacco Society

Jan 2022 - Present (4 years 4 months)

Handle 30+ customer inquiries daily across phone and email channels and resolve approximately 90% of issues on first response, reducing escalation rates. Track and document customer interactions to improve follow-up efficiency and identify recurring issues for service improvement initiatives.

Customer Support Workflow Optimization Process Improvement Communication Time Management

Customer Service Intern

Nrs Sacco Society

Jan 2021 - Present (5 years 4 months)

Supported customer inquiries and assisted with account record updates while handling administrative tasks to improve documentation accuracy. Assisted with daily operations in a fast-paced customer service environment.

Customer Support Data Entry Administrative Support Communication Problem Solving Time Management Process Adherence