Open to opportunities

felix mutai

@felixmutai

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Enthusiastic customer support professional with 4 years of experience.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative team environment.

I am an enthusiastic customer support professional with four years of experience delivering seamless assistance via live chat and email. My ability to multitask in high-volume environments has allowed me to handle over 1,200 customer interactions monthly, achieving a Customer Satisfaction Score (CSAT) of over 95%. I pride myself on resolving 85% of issues on the first contact, which minimizes escalations and enhances support efficiency.

Throughout my career, I have consistently exceeded monthly KPIs, often surpassing targets by 10-15%. My experience includes optimizing client-driver communication, which reduced service delays by 25%. I have also played a key role in recruiting and onboarding new technicians, significantly enhancing service delivery and client retention. I adapt quickly to new tools and systems, having successfully migrated from Zendesk to Intercom without disrupting support flow.

Experience

Work history, roles, and key accomplishments

Customer Support & Dispatch Coordinator

USA Towing And Recovery LLC

Mar 2023 - Feb 2025 (1 year 11 months)

Delivered live chat and email support in Polish and English for an international SaaS platform, handling 35 chats simultaneously. Resolved account, billing, and usability issues with an average 94% CSAT rating.

Zendesk Intercom CRM Systems Live Chat Email Support Dispatch Coordination

Technical Support Representative

Acumatica Cloud ERP

Feb 2021 - Dec 2022 (1 year 10 months)

Provided Level 1 and 2 technical support to global clients using Acumatica’s cloud-based ERP platform. Resolved issues related to system configuration, user permissions, financial modules, and data synchronization.

Technical Support ERP Systems System Configuration Synchronization CRM Systems

Call Center Agent

Call Center International (CCI Kenya)

Aug 2019 - Dec 2020 (1 year 4 months)

Handled high volumes of inbound and outbound customer calls for international clients in English, providing support, product information, and issue resolution. Met and exceeded key performance indicators (KPIs) including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

Call Center Operations Customer Service CRM Systems KPIs Troubleshooting

Education

Degrees, certifications, and relevant coursework

South Eastern Kenya University

Bachelor's Degree, Information Technology

Completed a comprehensive curriculum in Information Technology, gaining foundational knowledge and practical skills in various IT domains. Focused on theoretical concepts and practical applications relevant to the field.

Kanyakine High School

Kenya Certificate of Secondary Education, General Studies

Successfully completed secondary education, earning the Kenya Certificate of Secondary Education. Developed a strong academic foundation across various subjects.