David Murithi

David Murithi Executive Assistant -m Nairobi, Kenya ABOUT ME With over four years in customer service, I excel in managing complex problems and delivering excellent service. Proficient in CRM tools, I build strong client relationships and thrive under pressure. My organizational and multitasking skills, honed through remote work and data management, make me a strong fit for a customer service and an executive assistant role. Outside of work, I indulge in creating social media content. WORK SAFER ROAD RESCUE Customer Support Specialist JAN 2022 JUL 2024 ● ● ● ● ● ● ● FEB 2020 DEC 2021 Managed 100+ inbound calls daily from stranded motorists, efficiently coordinating services such as towing, jumpstarts, tire changes, and winchouts. Successfully processed over 300 service requests per week, ensuring timely dispatch of assistance and enhancing customer satisfaction. Conducted data entry for service requests and customer information, maintaining accurate records that improved operational efficiency by 25%. Handled payment processing for customers, creating invoices for services rendered with a 98% accuracy rate in financial transactions. Negotiated with 20+ vendors weekly to secure competitive rates for services, improving cost-effectiveness by 15%. Facilitated prompt payments to vendors, maintaining strong relationships and ensuring a seamless workflow for service dispatch. Developed and implemented a streamlined invoicing process, reducing invoice creation time by 30% and enhancing data management practices. CCI- BPO Company Customer Relations Officer ● ● ● ● ● Saks OFF 5TH Handled 50+ live chat interactions and 75+ voice calls daily, providing prompt assistance that contributed to a 10% increase in online sales during key promotional periods. Achieved a 90% first contact resolution rate for both voice and live chat inquiries, ensuring most customer issues were resolved during the initial interaction, which enhanced overall customer satisfaction. Maintained an average response time of under 2 minutes for live chat inquiries and averaged 5 minutes for voice calls, significantly improving the customer experience and engagement. Successfully upsold products during customer interactions, resulting in a 15% growth in average order value, particularly during promotional events for categories like women’s fashion and kids’ apparel. Contributed to seasonal sales campaigns, promoting new arrivals and clearance items, which helped drive a 25% increase in customer engagement during back-to-school and holiday sales. Spirit Airlines ● ● ● ● MAY 2018 DEC 2019 Managed 50+ live chats , 75+ inbound calls and emails daily, assisting customers with bookings, cancellations, and flight inquiries, leading to a 20% increase in customer retention. Achieved a 95% customer satisfaction score through effective issue resolution and personalized service. Processed over 100 ticket changes and refunds weekly, maintaining compliance with airline policies and improving turnaround time by 30%. Reduced average call handling time by 20% through efficient problem-solving techniques and deep knowledge of airline systems, significantly enhancing overall team productivity. TALA Customer Service Representative ● ● ● ● ● ● ● ● Achieved an average response time of under 1 minute for live chat inquiries, significantly enhancing customer engagement and satisfaction. Managed approximately 150 customer interactions daily, addressing inquiries related to loan applications and account management. Maintained a 92% resolution rate on first contact, reducing the need for follow-up calls and improving the overall customer experience. Attained an average customer satisfaction score of 4.8 out of 5 through post-interaction surveys, reflecting high service quality. Improved data entry accuracy by 25%, streamlining operations within the customer support team. Gathered and analyzed customer feedback, leading to the implementation of 3 new features that enhanced the user experience. Collaborated with product and tech teams, contributing to a 30% reduction in customer complaints related to technical issues. Played a key role in onboarding and mentoring new staff, resulting in a 15% decrease in training time through effective knowledge sharing. EDUCATION Zetech University Diploma, International Relations and Diplomacy TASK EXPERTISE PROFICIENCY IN TOOLS Salesforce Zoho Shopify Google Suits Asana Shopify Workiz Trello Slack Notion RingCentral Calendly Booking and Dispatch Customer Relationship Management CallCenter Experience Data Management File Management Customer Service Social Media Management Social Media Management INTERESTS Social Media Management Hiking Reading Interacting