Open to opportunities

Mutua Jackson

@mutuajackson

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Operations analyst and customer service professional delivering measurable service and process improvements.

Kenya

Message

What I'm looking for

I seek a role that leverages my customer-service and analytical strengths, values continuous improvement, offers mentorship opportunities, and enables measurable impact on operations and customer satisfaction.

I am an operations-focused customer service professional with strong experience in contact center and finance environments, known for resolving complex issues and consistently exceeding KPIs. I combine analytical strengths with a customer-centric mindset to improve satisfaction and operational efficiency.

At Teleperformance I managed high-volume interactions, maintained a 98% first-contact resolution rate and 90% CSAT while mentoring new hires and driving process improvements. Previously, I supported fiscal analysis and budgeting at county institutions, contributing to project evaluation, expenditure monitoring, and policy-related research.

I hold a Bachelor of Arts in Economics and Sociology and bring attention to detail, adaptability, and a continuous-improvement ethos to every role. I seek opportunities where I can apply my analytical, financial, and customer-service skills to drive measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Teleperformance Kenya

Oct 2024 - Present (1 year)

Handled 96+ customer interactions daily on the Zalando account, achieving a 98% first-contact resolution rate and 90% CSAT while reducing follow-ups by 30% through proactive issue resolution and process improvements.

Customer Service CRM KPI Tracking Process Improvement

Youth Empowerment Officer

County Government of Makueni

Mar 2024 - Jul 2024 (4 months)

Researched youth issues and supported program planning and advocacy, contributed to reports informing council decisions, and assisted in organizing community and youth events to increase stakeholder engagement.

Stakeholder Engagement Report Writing Event Planning Policy Advocacy Community Outreach Youth Development Monitoring & Evaluation

Fiscal Analyst Attachee

County Assembly of Makueni

Feb 2022 - May 2022 (3 months)

Assisted in preparing supplementary budgets and expenditure forecasts, analyzed project costs and viability, and monitored expenditures to support timely disbursement and informed fiscal decisions.

Budgeting Financial Analysis Forecasting Cost Benefit Analysis Public Finance Report Preparation