george muchiri
@georgemuchiri
Customer Experience leader with 7+ years improving satisfaction, reducing escalations, and driving revenue.
KenyaWhat I'm looking for
I am an experienced customer service and sales professional with over seven years supporting eCommerce, claims management, and remote-first operations. I have supervised teams of up to 15 agents, managed high-volume workflows, and improved satisfaction scores through strategic issue resolution and quality assurance.
My strengths include CRM mastery, call center operations, fraud auditing, and revenue-driving initiatives such as upselling, cross-selling, and churn recovery. I have launched customer service departments, developed SOPs and training programs, and implemented workflow optimizations that reduced escalations and improved operational efficiency.
I seek to transfer these skills into a remote Customer Experience Lead or Customer Success role where I can align support strategies with business growth, coach high-performing teams, and deliver measurable improvements in customer satisfaction and revenue.
Experience
Work history, roles, and key accomplishments
Customer Service / E-Commerce Specialist
Frame My TV
May 2023 - Present (3 years 1 month)
Resolved high-volume customer inquiries via phone, chat, and email, reducing escalations by 11% and raising satisfaction scores by 7% while driving upsell and cross-sell initiatives to increase average order value.
Business Development Officer
HODI
May 2022 - Feb 2023 (9 months)
Launched the company’s first customer service and call center department with SOPs and training modules, generated qualified leads via targeted outreach, and implemented CRM processes that improved pipeline conversion.
Customer Success Executive
Davies Group UK
Feb 2021 - Mar 2022 (1 year 1 month)
Processed and resolved complex claims and conducted fraud audits, reduced turnaround time and supervised remote teams while designing SOPs and reporting that improved claims accuracy and customer satisfaction.
Customer Service Representative
Aventus LLC
May 2020 - Jan 2021 (8 months)
Provided multichannel customer support, developed SOPs and onboarding improvements that reduced training time by 22% and raised campaign quality scores by 17% through targeted coaching and KPI monitoring.
Customer Service Representative
CCI Kenya
Apr 2017 - Mar 2020 (2 years 11 months)
Served as customer service representative and subject matter expert, delivering frontline support and guidance to improve agent performance and service consistency across campaigns.
Education
Degrees, certifications, and relevant coursework
Kenyatta University
Bachelor in Fine Art and Design, Interior Design
Completed a Bachelor in Fine Art and Design with a major in Interior Design, focusing on design principles and practical application in interior spaces.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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