Looking for a job

Sam Muia

@sammuia

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Customer support and dispatch professional with 6+ years supporting U.S. clients remotely.

Kenya

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What I'm looking for

I’m looking for a remote role where I can own customer support and dispatch coordination for U.S. clients—handling high-volume inquiries, keeping CRM records accurate, and improving service quality with clear communication, strong SLA discipline, and continuous process upgrades.

I’m a Customer Support and Dispatch professional with 6+ years of remote experience supporting U.S.-based clients. I handle high-volume inquiries efficiently, resolve customer issues, and keep accurate, well-documented records using CRM systems and email/ticket-based support.

In my Lead Dispatcher / Customer Support role, I built and rolled out new dispatch protocols that improved customer satisfaction scores by 20%. I coordinate dispatch operations end-to-end—real-time scheduling, driver coordination, route planning, SLA management, and maintaining precise order and delivery details—while ensuring on-time service through clear communication with drivers, customers, and internal teams.

I also enjoy building strong client experiences as an Independent Travel Manager, where I designed detailed travel itineraries and closed sales by explaining the value of travel packages. Across roles, I consistently work well independently, adapt quickly to new systems, communicate clearly in written English, and stay calm under pressure to solve operational problems with limited resources.

Experience

Work history, roles, and key accomplishments

Lead Dispatcher / Customer Support

Guardian Auto Rescue

Jun 2025 - Apr 2026 (10 months)

Built and rolled out new dispatch protocols to improve customer satisfaction scores by 20%. Coordinated dispatch communications, maintained real-time order and delivery records, and trained new dispatchers.

Customer Support Dispatch Operations Dispatch Protocols Real Time Records Customer Satisfaction Training SLA Management Compliance Monitoring CRM Systems

Independent Travel Manager

Dreamport

Feb 2025 - Jun 2025 (4 months)

Planned business and personal trips by creating detailed itineraries covering logistics from start to finish. Increased revenue by recommending additional services and closed sales by explaining value to clients.

Travel Planning Itinerary Development Logistics Planning Sales Revenue Growth

Dispatcher / Customer Support Agent

Roadway Rescues

Jan 2024 - Dec 2024 (11 months)

Verified customer details and coordinated dispatch operations by updating customers on driver ETAs and managing expectations. Prepared and adjusted daily schedules, planned routes, and handled vendor payments and billing queries.

Customer Support Dispatcher Driver ETA Updates Expectation Management Scheduling Route Planning Billing Support

Dispatcher / Customer Support Agent

Safer Road Rescue Group

Jan 2022 - Oct 2023 (1 year 9 months)

Handled dispatch responsibilities including scheduling, driver coordination, and real-time service updates. Managed inbound customer inquiries, documented service request details, supported cancellations/insurance/billing, and prepared contracts and transaction documents.

Dispatch Operations Scheduling Real Time Updates Inbound Calls Cancellations Billing Support Contracts Problem Solving

Customer Service Representative

Horizon Contact Center

Jan 2020 - Nov 2021 (1 year 10 months)

Handled inbound calls to resolve customer inquiries, complaints, and issues while logging interactions in a CRM system. Escalated complex issues through the appropriate channels and explained product/service details clearly under high-pressure situations.

Customer Support Inbound Calls Issue Resolution CRM Systems Escalation Management Product Knowledge Calm Under Pressure