Open to opportunities

Dewey Mahulo

@deweymahulo

Message

I am an experienced customer service professional specializing in front office operations and CRM.

Kenya

Message

What I'm looking for

I'm seeking a mid-level customer service role in a collaborative, fast-paced company where I can leverage CRM skills, improve customer experience, and grow into increased responsibilities.

I am a results-driven customer service professional with over four years' experience in front office operations and call centers. I manage high volumes of customer interactions, resolve complex issues efficiently, and maintain accurate CRM records.

I have a track record of improving processes — achieving a 95% first-call resolution rate, ensuring 100% accurate data entry, and streamlining check-in workflows that enhanced operational flow. I bring multilingual communication skills (French, Spanish), certifications in customer service and data analysis, and a commitment to exceptional client relations.

Experience

Work history, roles, and key accomplishments

Current

Front Office Associate

Current

SmashFit Gym

Jan 2025 - Present (7 months)

Greeted and guided 100+ daily members, managed membership inquiries and achieved 100% accurate CRM data entry while processing and reconciling daily payments to ensure financial accuracy. Coordinated scheduling and resolved customer complaints to streamline check-in/check-out and improve operational flow.

CRM Membership Management Payment Processing Scheduling Customer Service Conflict Resolution POS Data Entry

Front Office Receptionist

Nextgen Gym

Oct 2023 - Dec 2024 (1 year 2 months)

Registered 500+ members using biometric access control and maintained membership records in management software, improving data integrity and secure entry. Prepared daily operational reports, handled inquiries across channels, and processed payments to support retention and revenue.

Membership Management Software CRM Reporting Payment Processing Data Entry Office Administration

Front Office Receptionist

Level 24 Gym

May 2022 - Sep 2023 (1 year 4 months)

Managed 70+ daily clients and high volumes of incoming calls, maintained confidential client records and provided facility information to enhance visitor experience. Delivered administrative support that contributed to a 15% improvement in operational efficiency.

Data Entry Customer Service Administrative Support Confidentiality Time Management

Call Center Agent

Horizon Contact Centers Ltd.

Feb 2019 - Sep 2020 (1 year 7 months)

Managed high-volume inbound/outbound calls, achieving a 95% first call resolution rate and reducing average handling time by 10% while accurately logging interactions in CRM. Troubleshot complex issues, escalated when necessary, and supported process improvements to boost customer satisfaction.

CRM Troubleshooting Call Resolution Multitasking Customer Retention