Samuel Mutua
@samuelmutua1
Experienced Customer Success specialist with a focus on process improvement.
KenyaWhat I'm looking for
I am an experienced Customer Success specialist with over seven years of expertise in client relationship management, product support, and process improvement. My commitment to customer success has been recognized through multiple Employee of the Month awards. I excel in enhancing client engagement and improving operational efficiency, implementing proactive solutions that foster long-term loyalty.
In my recent role as a Customer Relationship Management Specialist at Haltons Pharmacies, I conducted regular customer satisfaction surveys and provided tailored support to customer inquiries, maintaining a high client satisfaction rate. I successfully boosted client loyalty through tailored communication strategies and increased engagement rates significantly through social media promotions. My previous experience as a Clinical Assistant at Access Afya allowed me to manage patient check-ins and high-volume call handling, where I retained 80% of clients through proactive solutions.
Experience
Work history, roles, and key accomplishments
Customer Relationship Management Specialist
Haltons Pharmacies
Feb 2023 - Mar 2023 (1 month)
As a Customer Relationship Management Specialist, I conducted customer satisfaction surveys, provided tailored support, and collaborated with marketing to enhance client engagement. I successfully boosted client loyalty and reduced response times to customer queries by optimizing workflows.
Clinical Assistant/Customer Care Assistant
Access Afya
Jun 2017 - Jan 2023 (5 years 7 months)
In my role as a Clinical Assistant, I managed patient check-ins and high-volume call handling, resolving complaints and conducting retention calls. I ensured accurate billing and record management, contributing to client satisfaction and operational efficiency.
Sales Development Representative
NRI Relocation, Inc.
May 2015 - Mar 2017 (1 year 10 months)
As a Sales Development Representative, I conducted market research to identify corporate clients and supported technology integration to streamline client experiences. My efforts contributed to an 18% growth in client onboarding.
Education
Degrees, certifications, and relevant coursework
Paraklete Institute
Diploma, Business Management
2021 - 2024
Diploma in Business Management and Project Management, focusing on essential management skills and project execution strategies.
Setpace European Business University
Certificate, Business Management
2022 - 2022
Certificate in Business Management with a focus on Customer Excellence Delivery, enhancing skills in customer service and management.
Miramar International College
Certificate, Agribusiness Management
2022 - 2022
Certificate in Agribusiness Management, providing knowledge on agricultural business practices and management.
Power Computers & Beyond Computer College
Certificate, Information Technology
2019 - 2019
Certificate in Information Technology, covering essential IT skills and first aid procedures.
Ajira Digital
Certificate, Data Management
2014 - 2015
Data entry/management training, focusing on data handling and management skills.
Mavindini Secondary School
KCSE, Secondary Education
2011 - 2014
Kenya Certificate of Secondary Education (KCSE), completing secondary education with a focus on foundational knowledge.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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