Gerald Mukiria Muturi

INTRO Dynamic and results-driven Customer Experience Executive with over 5 years of experience in enhancing customer satisfaction and loyalty through strategic initiatives and seamless service Gerald Muturi Born 31st of August 1989 delivery. Proven ability to lead teams, analyze customer feedback, and implement improvements that drive customer retention and business growth. Exceptional communicator with a customer-centric mindset and strong problem-solving skills. -- WORK EXPERIENCE C E R T I F I C AT E S Network Support Skills This is a networking course that covers all the necessary fundamentals and principles required to understand supporting of network infrastructure and network operating systems. Mar 2021 Contact Center Officer KIMISITU SACCO Ltd • Oct 2023 – Present -Managed inbound and outbound customer calls in a high-volume call center environment, consistently meeting or exceeding performance targets for call quality, resolution time, and customer satisfaction. -Provided exceptional customer service and support, addressing inquiries, resolving issues, and handling escalations with professionalism and empathy. -Demonstrated expertise in product knowledge, troubleshooting, and problem-solving to effectively assist customers with a wide range of inquiries and technical issues. K.C.S.E -Utilized CRM software to accurately document customer interactions, update account This is a certificate awarded to a candidate once they are done with their four years secondary school education programme. Nov 2007 information, and track issue resolution processes. -Collaborated with cross-functional teams, including sales, technical support, and billing, to ensure timely and accurate resolution of customer issues and inquiries. -Participated in ongoing training sessions and professional development programs to enhance product knowledge, communication skills, and customer service techniques. A S S O C I AT I O N S LANGUAGES Swahili -Assisted in the development and implementation of process improvements and best practices to optimize call center efficiency and enhance the overall customer experience. -Recognized for consistently achieving high customer satisfaction scores and receiving positive feedback from customers and team members alike. Spoken: Fluent • Written: Fluent English Spoken: Fluent • Written: Fluent Customer Experience Executive Safaricom PLC • Nov 2017 – Oct 2022 • Offering high quality customer experience to all customers • Managing and resolve customer complaints, .maintaining customer records and data, meeting sales targets, and providing customer service and support • Telesales and following up customer concerns • Sales and marketing of products and services e.g sales of devices • making outgoing sales calls to potential or existing customers to promote and sell products or services Loan officer Afya sacco • Jun 2015 – Aug 2017 -Processing loan applications and ensuring they meet regulatory requirements and internal policies. -Advising clients on loan options and guiding them through the loan application process. -Cross-selling other bank products and services. -Reviewing and evaluating loan applications, credit reports, financial statements and other relevant documentation. Account assistant Amref Sacco • Nov 2014 – Mar 2017 -Data entry and maintenance of financial records. -Preparation of invoices, financial statements and reports. -Reconciliation of bank statements and petty cash accounts. -Assistance with budget preparation and management. -Processing of payments, including supplier invoices and employee expenses. -Filing of tax returns and other government-required documents. -Assistance with audits and financial reviews. -Customer service, including answering inquiries and resolving problems related to accounts. E D U C AT I O N Diploma in Co-operative Management Nyeri Technical Training Institute • May 2009 – Nov 2011 Financial Management Marketing Co-operative management customer service KCSE Nyandarua High School • Sep 2004 – Jun 2007 SKILLS Call center operation (customer support) Product knowledge Customer support, CRM systems Phone sales E-mail and internet Answering telephones and call management Financial reporting Credit handling Bookkeeping Accounting Payment collection Accounting IT-systems (use of) Accounting Call center management Credit handling Microfinance Financial analysis Customer service Customer relations Conflict and complaint resolution Call center operation (customer support) Credit handling Marketing Marketing Conflict and complaint resolution Customer relations Customer service LINKS https://github.com/Muturinho https://www.linkedin.com/mwlite/in/gerald-muturi-a146aa102 REFERENCES Abigael Wabuti • Manager Safaricom PLC Manager • - •- Felix Kabunyi • Safaricom PLC Colleague • - •- Juma Saad • Manager Safaricom PLC Manager • - •-