Paul Mbithi
@paulmbithi
Customer support and QA professional delivering data-driven service improvements and empathetic issue resolution.
KenyaWhat I'm looking for
I am a customer support and quality assurance professional with over seven years' experience supporting global customers across digital platforms and contact centers.
I specialize in resolving complex customer issues, conducting quality audits, coaching agents, and implementing process improvements that raise satisfaction and retention.
At Ecom Services I led QA and performance initiatives, built KPI dashboards, and improved agent quality through structured feedback and coaching.
Most recently I manage workforce forecasting and scheduling, using Genesys WFM and ACD reporting to optimize coverage, report on trends, and recommend operational improvements.
Experience
Work history, roles, and key accomplishments
Workforce Management Scheduler
Viking Cruises
Nov 2025 - Present (4 months)
Manage WFM forecasting and scheduling to meet service level objectives, optimize staffing and breaks, and deliver reporting that reduced underservice risk through real-time adjustments and trend analysis.
Quality & Performance Supervisor
Ecom Services Limited
Jan 2022 - Apr 2025 (3 years 3 months)
Supervised customer service agents and led QA audits, coaching, and performance improvement initiatives that improved service quality and KPI scores across chat and messaging channels.
Customer Service Associate
Calltronix Contact Center
Feb 2021 - Jan 2022 (11 months)
Delivered high-volume frontline support for subscription and billing issues, achieving a 90% first-contact resolution rate while managing escalations and cross-team coordination.
Customer Care Executive
ISON Xperiences Ltd
Nov 2019 - Feb 2021 (1 year 3 months)
Provided international inbound call and live chat support, resolved account and technical issues, and maintained high satisfaction and quality scores through empathetic communication and timely escalations.
Education
Degrees, certifications, and relevant coursework
University of Nairobi
Bachelor of Arts, Anthropology
2014 - 2018
Completed a Bachelor of Arts in Anthropology at the University of Nairobi from 2014 to 2018.
Masinga Boys High School
KCSE, Secondary Education
Grade: B (Plain)
Completed the Kenya Certificate of Secondary Education with a B (Plain) grade.
Availability
Location
KenyaAuthorized to work in
Job categories
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