Open to opportunities

Emmanuel Matulai

@emmanuelmatulai

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Dynamic customer support professional with a passion for client engagement.

Kenya

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What I'm looking for

I seek a role that values client engagement and offers growth opportunities.

I am a dynamic and results-driven customer support professional with over 2 years of experience. My passion lies in helping businesses thrive by building strong relationships and ensuring that customers feel valued every step of the way. I thrive in fast-paced environments and am dedicated to providing exceptional support, turning challenges into positive experiences.

Throughout my career, I have excelled in B2B, B2C, and BPO client engagement, consistently exceeding customer satisfaction targets and achieving an outstanding 85% satisfaction rate. My commitment to delivering top-notch service is reflected in my 98% performance rating, which showcases my dedication to ensuring customer success and fostering lasting loyalty.

In my previous roles, I have successfully managed sales processes, developed customized solutions, and enhanced client engagement significantly. I am eager to continue my journey in customer support, focusing on exceeding expectations and creating meaningful connections with clients.

Experience

Work history, roles, and key accomplishments

Current

Call Centre Agent

Current

CCI KENYA

Nov 2023 - Present (1 year 7 months)

Resolved a wide range of international customer queries with empathy, achieving an 85% customer satisfaction rate. Consistently surpassed quality standards with a 98% performance rating, fostering strong customer relationships and enhancing overall experience.

Customer Support Critical Thinking Communication Problem Solving Relationship Building Time Management Flexibility

Current

Trade Finance Executive

Current

EURO EXIM BANK

Jun 2023 - Present (1 year 11 months)

Led the sales cycle for trade finance products, increasing client satisfaction and repeat business by 30%. Managed a cross-functional team to implement a new product line, enhancing client engagement by 40%.

Sales Cycle Management CRM Tools Team Management Problem Solving Communication Relationship Building Flexibility Critical Thinking

Social Media Manager

QUINKI SCENT’S

Dec 2023 - Dec 2023 (0 months)

Collaborated with the marketing team to develop and implement social media strategies. Created and managed paid campaigns to drive traffic and conversion, while producing SEO-friendly content.

Social Media Management SEO Graphic Design Campaign Management Communication Collaboration Flexibility Time Management Critical Thinking

Education Consultant

WISDOM LEARNING CENTER

Oct 2023 - Oct 2023 (0 months)

Served as substitute secretary during staff meetings, supervised activities, taught various subjects, and mentored students.

Teaching Mentoring Communication Time Management Flexibility Problem Solving Relationship Building

Sales Representative & Customer Service Representative

ASAP Tickets

Sep 2023 - Oct 2023 (1 month)

Engaged with customers through inbound and outbound calls to assess travel needs and promote ticket sales. Managed the sales process from lead generation to deal closure, enhancing customer loyalty and retention.

Sales Processes Customer Support Communication Lead Generation Problem Solving Time Management Flexibility Relationship Building

Customer Service Representative

GLOBAL INTERNET FORTUNES

May 2023 - Sep 2023 (4 months)

Provided exceptional customer service by selling domain names and web hosting services, exceeding sales targets by 15%. Utilized a client-centric approach to enhance customer satisfaction and retention.

Customer Support CRM Tools Communication Problem Solving Time Management Relationship Building Flexibility

Education

Degrees, certifications, and relevant coursework

Maseno University

Bachelor of Science, Business Administration

Bachelor of Science in Business Administration from the School of Business and Economics, focusing on the principles of business management and administration.