Muthoni Macharia

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%.

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%.

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

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.

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

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

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.