Charles Muthii

CHARLES KABUGO MUTHII PROFESSIONAL SUMMARY An all-rounded and multi-skilled professional with experience in Finance, Customer service and Administration. Throughout my experience, I have excelled in coordinating administrative functions and running end-to-end executive support in office setups, defining and analyzing customer requests to resolve issues accurately and promptly to ensure customer retention and satisfaction. My experience has gained me diverse skills in customer service, administration, office management, phone etiquette, and executive support. Aside from this, I am competent in handling all general accounting functions, analyzing financial data, making recommendations to improve business performance, forecasting future trends, mitigating financial risks and finding ways to reduce costs. I am a highly capable change- agent who consistently refines and revitalizes strategies initiates change and facilitates solutions-driven team collaboration. Led by my strong problem-solving and organizational skills I have established a unique ability to steadfastly manage duties and responsibilities pertinent to the growth of a company. I am now looking for a position where I can utilize my experience and skillset by ensuring smooth office operation and customer satisfaction. EDUCATION Bachelor of Cooperative Business (Finance) – The Cooperative University of Kenya -) KCSE – Sipili Secondary School -) SKILLS • Financial Management & Reporting • Customer Service & Support • Office & Administrative Management • Financial Analysis & Budgeting • Teamwork & Communication • ICT Proficiency (MS Office, CRM Systems) WORK EXPERIENCE Accounts Assistant – University of Embu (April 2024 – Jan 2025) Maintained accurate financial records and processed payments. Support audits and financial reporting. Processed payments and managed financial documentation. Handled vendor payments, reconciliations, and financial reports. Customer Support Champion – Teleperformance/Majorel LTD (March 2021 – March 2024) Managed customer interactions via multiple communication channels. Providing one-stop customer support for all services by responding to customer contacts within defined Service Level Agreements. Professionally conducting activities and ensuring complaints/concerns are resolved or escalated on time. Providing timely notifications to management of negative trends, the urgency of issues, or the extent of required follow-up. Determining when a problem requires action from a higher level of authority. Updating client comments, complaints, reports, and compliments on all relevant CRM systems. Taking full ownership of customer cases that land and handing over unresolved cases at the end of the day Enhancing customer loyalty and upselling accordingly. Collecting data on customer satisfaction for analysis purposes Identifying and assessing customers’ needs to achieve satisfaction. Building sustainable relationships and trust with customers through open and interactive communication. Received the Global Majorel Way Award (2021) for outstanding service. Administrative Assistant – Oromats Sacco Society (May 2018 – Apr 2020) Managed office supplies, travel arrangements, and administrative duties. Maintained records, handled bookkeeping, and supported staff operations. REFERENCES Upon request