Patrick Mutinda

I've built over 12 years of customer service experience resolving inquiries, managing complaints, and creating welcoming customer experiences across phone and face-to-face channels.

At Teleperformance Kenya, I manage more than 90 guest interactions daily and achieved a 95% satisfaction rate through prompt, personalized support. I introduced feedback tracking that reduced complaint resolution time by 30% and coordinated with housekeeping and concierge teams to improve service delivery.

At Multichoice Kenya, I handled customer inquiries, processed over 80 daily transactions with 94% accuracy, managed sales stock, and supported sales campaigns and road shows. I also achieved high first-contact resolution rates and helped improve customer engagement and satisfaction through feedback initiatives.

I've led branch teams in an acting assistant manager capacity, trained new employees, and handled conflict involving staff and customers. I bring empathy, clear communication, cash-handling accuracy, CRM knowledge, and disciplined time management to every customer interaction.