Open to opportunities

Muthoni Macharia

@muthonimacharia

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Experienced call centre team manager driving performance, efficiency, and client satisfaction.

Kenya

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What I'm looking for

I seek a leadership role in a customer-focused organization where I can improve operations, coach teams, increase client satisfaction, and drive measurable efficiency gains.

I am a call centre team manager with a proven record of improving team performance, client satisfaction, and operational efficiency through leadership development, process optimization, and hands-on coaching. I have driven measurable results such as a 15% improvement in team performance, a 10% increase in client satisfaction scores, and an 8% reduction in operational expenses.

My background spans frontline customer service to management roles where I built strong client relationships, exceeded KPI targets, implemented continuous improvement initiatives, and mentored teams to reduce turnover. I bring practical experience in P&L oversight, campaign performance monitoring, and reporting to support data-driven decisions and sustained service excellence.

Experience

Work history, roles, and key accomplishments

Current

Call Centre Team Manager

Current

Contact Centre International Kenya

Jul 2022 - Present (3 years 2 months)

Spearheaded a leadership development program and operational initiatives that improved team performance by 15%, increased client satisfaction by 10%, and reduced operational expenses by 8% while boosting efficiency 12%.

Leadership Development P&L management Performance Monitoring Process Improvement Client Relationship Management Coaching KPI Analysis Reporting

Call Centre Customer Service Rep

Contact Centre International Kenya

Aug 2021 - Jun 2022 (10 months)

Consistently exceeded KPI targets with a 95% customer satisfaction rating, reduced resolution times by 10%, and implemented process improvements that cut call handling time by 5%.

Customer Service Call Resolution SLA Management Process Improvement Client Relations Problem Solving Communication Time Management

Customer Service Manager

AbolGer Enterprises

Jan 2016 - Mar 2020 (4 years 2 months)

Led daily customer service operations, supervised teams, implemented policies and loyalty programs to improve retention, and managed budgets and escalations for improved service quality.

Team Leadership Customer Retention Escalation Management Policy Development Workflow Optimization Budgeting Reporting

Customer Service Representative

AbolGer Enterprises

Sep 2014 - Dec 2015 (1 year 3 months)

Maintained a 95% customer satisfaction rating while exceeding sales targets, resolved complex issues reducing resolution time by 10%, and handled orders and transactions across channels.

Customer Support Sales Order Processing Documentation Relationship Building CRM

Direct Sales Representative

Telkom Kenya

Aug 2011 - Apr 2012 (8 months)

Generated new business and increased client referrals by 15% through relationship building, prospecting, and negotiation, consistently meeting or exceeding monthly sales targets.

Sales Negotiation Relationship Management Prospecting Networking Communication

Education

Degrees, certifications, and relevant coursework

Uniathena

Executive Diploma, Business Communications

2025 -

Pursuing an Executive Diploma in Business Communications with focus areas in strategic communication, leadership in crisis, process optimization, stakeholder engagement, and project management.

Air Travel and Related Studies Centre

Diploma, Travel Operations

2008 - 2009

Completed a Diploma in Travel Operations covering customer service and management, air travel and tourism, air fares and ticketing, computer reservation systems, and geography in travel planning.