Open to opportunities

Steve Murunga

@stevemurunga

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Experienced digital customer support professional driving operational efficiency and satisfaction.

Kenya

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What I'm looking for

I seek a customer-focused role where I can improve digital support systems, lead teams, and drive measurable customer satisfaction and operational efficiency.

I am a customer support and digital service delivery specialist with over 14 years' experience at Safaricom PLC, skilled in resolving complex customer issues, optimizing digital platforms, and leading support teams to consistent high performance. I combine practical technical knowledge from a Diploma in Applied Biology with strong problem-solving, data analysis, and communication abilities.

My achievements include reducing resolution time by 30%, attaining a 98% digital resolution rate, building a chatbot FAQ database that cut repetitive inquiries by 25%, and improving platform efficiency through IT collaboration. I am adaptable, team-oriented, and focused on delivering measurable improvements in customer experience and operational processes.

Experience

Work history, roles, and key accomplishments

Digital Support Executive

Safaricom PLC

Aug 2015 - Sep 2024 (9 years 1 month)

Led adoption of digital customer support platforms, reducing resolution time by 30% and achieving a 98% resolution rate; developed a chatbot FAQ reducing repetitive inquiries by 25% and improved platform efficiency by 15%.

Chatbot FAQ Design Social Media Support Customer Satisfaction Team Leadership Troubleshooting

Customer Support Executive

Safaricom PLC

Nov 2010 - Aug 2015 (4 years 9 months)

Resolved an average of 150 customer inquiries daily and maintained a 95% customer satisfaction score over five years; implemented feedback mechanisms increasing actionable insights by 40% and trained 20+ new hires.

Customer Support Training Time Management Communication

Field Researcher

Ipsos Synovate

Feb 2009 - Apr 2010 (1 year 2 months)

Conducted field surveys collecting data from 500+ respondents, improved data collection efficiency by 20%, and presented analysis that informed client decisions.