Loice Muteti
@loicemuteti
Customer Success specialist driving retention, onboarding, and scalable support processes.
KenyaWhat I'm looking for
I am a Customer Success Specialist with 5+ years of global remote experience supporting B2B and B2C clients across diverse industries. I improve customer retention, reduce churn, and streamline onboarding and support workflows by creating scalable documentation and processes that cut repeat inquiries and boost operational efficiency.
I deliver high-volume, multi-channel support with 95%+ satisfaction, collaborate cross-functionally to align customer needs with product enhancements, and coach teams in empathetic communication. I am AWS Certified and steadily expanding my expertise in cloud and open-source technologies.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Brightly Technologies
Jan 2023 - Present (3 years 5 months)
Delivered multi-channel customer support and onboarding, achieving 95%+ satisfaction and reducing repeat inquiries by 20% through improved documentation and workflows.
Customer Success Manager
Bidco
Jan 2018 - Jan 2023 (5 years)
Managed customer relationships and global user support, achieving 90%+ first contact resolution and proactively reducing churn through targeted retention activities.
Client Relations Officer
Qwetu
Jan 2017 - Feb 2018 (1 year 1 month)
Resolved financial and loan servicing queries, raised satisfaction by 15% and maintained a 4.8/5 satisfaction score through tailored customer solutions and documentation.
Education
Degrees, certifications, and relevant coursework
Cooperative University of Kenya
Bachelor of Commerce, Finance
Completed a Bachelor of Commerce with a focus in Finance covering financial management, accounting, and commerce principles.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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