Open to opportunities

EVELYN MUTUA

@evelynmutua

Message

Customer relations specialist delivering first-call resolutions and measurable improvements in service and compliance.

Kenya

Message

What I'm looking for

I seek a client-focused role where I can improve first-contact resolution, use CRM and data to drive service improvements, and contribute to clear, educational stakeholder communication.

I am a client relations specialist with over five years' experience improving customer service in tax administration, utilities, and digital marketing. At Kenya Revenue Authority I resolved 70+ inquiries daily, cut repeat calls by 25% with first-call solutions, led taxpayer education campaigns that increased voluntary registrations, and produced reports that guided service improvements.

Previously, I streamlined complaint tracking and scheduling at Machakos Water, introduced a basic CRM to track 90%+ follow-ups, and implemented quality checks that improved billing accuracy. I bring a meticulous, educational approach to customer interactions, strong stakeholder communication, and practical data-driven problem solving.

Experience

Work history, roles, and key accomplishments

Current

Client Relations Specialist

Current

Kenya Revenue Authority

Mar 2021 - Present (4 years 6 months)

Resolved 70+ tax inquiries daily and reduced repeat calls by 25% through first-call solutions; led taxpayer education campaigns that increased voluntary registrations and reorganized complaint processes to speed resolution.

Customer Service Taxpayer Education CRM Data Analysis Reporting

Communications and Administrative Assistant

Machakos Water and Sewerage Company

Oct 2018 - Feb 2021 (2 years 4 months)

Introduced a basic CRM to improve query resolution and achieve 90%+ follow-up tracking, organized departmental schedules to meet 95%+ of priority deadlines, and implemented procedures that halved document retrieval time and reduced billing errors.

CRM Administrative Support Scheduling Reporting Data Entry Process Improvement Document Management

Education

Degrees, certifications, and relevant coursework

Kenya School of Revenue Administration

Advanced Diploma in Tax Administration, Tax Administration

2023 -

Pursuing an Advanced Diploma in Tax Administration with coursework in Tax Audit & Investigation, Public Finance, taxpayer education techniques, compliance management, and CRM use for public engagement.

Coursera / Google

Professional Certificate, Digital Marketing

2024 - 2024

Completed the Google Digital Marketing & E-commerce Professional Certificate covering foundations of digital marketing, customer attraction, and engagement techniques.

Center for Project Innovation

Certified Project Officer, Project Management

2024 - 2024

Awarded Certified Project Officer credential from the Center for Project Innovation.

Maseno University

Bachelor of Arts, Communication and Media Technology

2014 - 2018

Completed a Bachelor of Arts in Communication and Media Technology with IT, focusing on communication, media technologies, and information technology applications.