Open to opportunities

ELIJAH MUTUGI

@elijahmutugi

Message

Proactive customer service manager with strong analytical skills.

Zimbabwe

Message

What I'm looking for

I am looking for a role that allows me to leverage my customer service expertise while fostering team growth and enhancing customer satisfaction.

I am a proactive team player with strong analytical skills and excellent communication abilities. My experience as a Customer Service Manager at Gloratech Limited has equipped me with the skills to lead and motivate teams, develop loyalty programs, and create effective customer satisfaction goals. I thrive in environments that require initiative and self-motivation, and I take pride in my integrity and work ethic.

During my tenure at Gloratech, I successfully resolved customer complaints by identifying root causes, which led to a 50% increase in client retention. I also developed training materials that improved the effectiveness of our customer service department by 20%. My previous role at Infinix Phone Shop further honed my skills in customer interaction, where I managed to increase the customer base by 30% in 2018 through prompt responses to inquiries.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Gloratech Limited

Oct 2020 - Present (4 years 7 months)

Led and motivated the customer service team, developing loyalty programs and setting customer satisfaction goals. Supervised daily operations, created effective customer service procedures, and trained new agents. Resolved customer complaints, increasing client retention by 50%, and improved department effectiveness by 20% through staff training.

Team Management Loyalty Programs Customer Satisfaction Policy Creation Customer Retention Performance Monitoring

Customer Service Representative

Infinix Phone Shop Embu

Nov 2017 - Present (7 years 6 months)

Managed customer complaints and assessed needs to ensure satisfaction through various communication channels. Maintained detailed records of customer interactions and account details. Resolved an average of 50 inquiries daily, increasing the customer base by 30% in 2018, and trained 20 new representatives.

Customer Communications Staff Training

Education

Degrees, certifications, and relevant coursework

Nguviu Boys High School

Form four certificate, General Studies

Grade: B

Completed secondary education at Nguviu Boys High School. Achieved a grade of B on the national examination.

Kirinyaga University

Diploma, Information Technology

Grade: Upper Credit

Obtained a Diploma in Information Technology from Kirinyaga University. Graduated with an upper credit.

Kenyatta University

Bachelor of Science, Information Technology

Earned a Bachelor of Science in Information Technology from Kenyatta University. This achievement represents a significant milestone in my academic journey.