Open to opportunities

christine mulama

@christinemulama

Message

Customer support professional driving multi-channel resolutions and transaction issue recovery in financial services.

Kenya

Message

What I'm looking for

I’m looking for a remote or distributed role where I can own multi-channel customer cases, use CRM/ticketing tools to drive first-contact resolution, and help improve processes by spotting recurring issues.

I’m a customer support professional with 8+ years’ experience managing high-volume enquiries, complaints, and transaction-related issues across phone, email, live chat, and SMS. I focus on ticket logging, categorising, escalating, and tracking cases through to resolution using CRM and ticketing platforms such as Zoho CRM, HubSpot, Respond.io, and Debt Manager.

Through 8+ years in financial services collections, I’ve built a strong track record in payment disputes, account discrepancies, and refund/credit processing. I’ve resolved 15-20 customer issues daily, achieved 100% success on the most complex, highest-risk accounts (2021), and supported onboarding and informal coaching for new team members—while continuously identifying recurring problems to improve processes.

Experience

Work history, roles, and key accomplishments

Client Experience Executive

Major Travel Plc

Nov 2024 - Apr 2026 (1 year 5 months)

Managed high volumes of customer enquiries, complaints, and issues across email, phone, and live chat, resolving cases to first-contact resolution where possible. Resolved an average of 15–20 queries daily, performed document quality checks, and escalated recurring problems with internal teams via Slack/email to improve processes.

Customer Escalation Customer Support Quality Checks Slack & Email Collaboration

Telesales & Collections Agent

Mombo Credit

Apr 2024 - Oct 2024 (6 months)

Handled customer accounts and payment queries by phone, ensuring accurate records and timely follow-up on transaction-related issues. Logged interactions and case notes in HubSpot and Zoho CRM and coordinated with internal teams to escalate and resolve complex account and transaction problems.

Phone Based Customer Support Payment Query Handling Account Management Customer Escalation

Debt Collector

Absa Bank Kenya Plc

Nov 2015 - Feb 2024 (8 years 3 months)

Managed a portfolio of 100+ customer accounts, resolving payment disputes, billing discrepancies, and transaction-related queries through communication and negotiation. Maintained case accuracy using Debt Manager, achieved a 100% success rate on highest-risk accounts (2021), and supported onboarding by coaching 1–2 new team members on collections processes and communication standards.

Debt Collection Payment Disputes CRM Ticketing (Debt Manager)Negotiation Customer Onboarding Portfolio Management

Clerical Accountant

Pan African Chemicals

Jun 2012 - Aug 2013 (1 year 2 months)

Managed customer follow-ups on overdue accounts and resolved billing and invoice queries while maintaining accurate financial records. Ensured timely, accurate updates to support ongoing account administration.

Accounting Support Financial Record Keeping