Open to opportunities

Mugeni Mukanga

@mugenimukanga

Message

I’m a fulfillment and customer support professional who improves operations, retention, and delivery speed.

Uganda

Message

What I'm looking for

I’m looking for a remote role where I can run fulfillment and support end-to-end, improve operational efficiency, reduce churn, and deliver fast, high-quality customer outcomes through strong cross-functional collaboration.

I’m a Customer Support and Fulfillment professional with 8+ years of experience in fast-paced, remote environments. I focus on measurable outcomes—reducing shipping delays and improving customer experience—while keeping operations running smoothly across teams.

In my most recent role as a Fulfillment Coordinator (Remote) at Butterfly MX (June 2022 – June 2025), I reduced shipping delays from 3 days to same-day fulfillment by tightening coordination and process efficiency. I managed end-to-end fulfillment, generating shipping labels and commercial invoices, processing orders in ERP systems, and resolving shipment issues with FedEx and UPS.

Previously, I served as an Account Support Manager at WeLoveNoCode (2020 – 2022), maintaining a 69% customer retention rate—the highest in the team. Earlier, as a Customer Service Remote Team Lead at Eversend (2019 – 2020), I reduced churn by 23% in three months, trained and onboarded 5 agents, and helped drive a consistently efficient support experience.

Experience

Work history, roles, and key accomplishments

Fulfillment Coordinator

Butterfly MX

Jun 2022 - Jun 2025 (3 years)

Improved fulfillment speed by reducing shipping delays from 3 days to same-day processing through coordinated, process-driven operations. Managed end-to-end order fulfillment, generated shipping documents, resolved carrier issues, and processed returns (RMA) while keeping customer and order data accurate in Salesforce and Odoo.

Fulfillment Operations Shipping Coordination ERP Systems Salesforce Odoo Order Processing Carrier Issue Resolution

Account Support Manager

WeLoveNoCode

Jan 2020 - Jan 2022 (2 years)

Maintained a 69% customer retention rate (highest on the team) by strengthening ongoing account support. Partnered with Sales, Product, and Marketing to improve customer experience and built relationships with key clients and stakeholders.

Customer Retention Customer Support Stakeholder Management Cross Functional Collaboration Salesforce CRM Account Management Customer Experience

Customer Service Team Lead

Eversend

Jan 2019 - Jan 2020 (1 year)

Reduced user churn by 23% within three months by improving support strategies and service workflows. Trained and onboarded 5 new customer service agents and drove team performance recognized as the most efficient department by users.

Team Leadership Onboarding Performance Management Conflict Resolution CRM Systems

Customer Service Agent

Tophatter

Jan 2015 - Jan 2018 (3 years)

Maintained a 91% customer satisfaction (CSAT) score while handling 400+ daily customer interactions via email and chat. Earned “Agent of the Month” 11 times for consistently high-quality support.

Customer Support Email Chat Support Phone Support Customer Satisfaction Conflict Resolution Data Entry Time Management Documentation