Samuel Mutua

Samuel Mutua Customer Service & Process Improvement Specialist Phone: - | Email:-| LinkedIn: linkedin.com/in/samuelmutua110 Professional Summary Experienced Customer Success specialist with over seven years of expertise in client relationship management, product support, and process improvement. Recognized for excellent communication, empathy, and commitment to customer success, with multiple Employee of the Month awards. Demonstrated ability to enhance client engagement, improve operational efficiency, and implement proactive solutions that foster long-term loyalty. Professional Experience Customer Relationship Management Specialist Haltons pharmacies - Kenya | Feb 2023 – March 2025 • Conducts regular customer satisfaction surveys, analyzing feedback to raise service quality and drive client loyalty. • Provides tailored support to customer inquiries and resolves complaints efficiently, maintaining a high client satisfaction rate. • Acts as a product expert, ensuring clients receive accurate, clear information and technical support. • Collaborates with the marketing team to increase engagement through social media promotions and personalized outreach. Achievements ✓ Boosted client loyalty by implementing tailored communication strategies, increasing repeat business. ✓ Increased engagement rates by 25% on Mutti Kenya's Facebook and Instagram through regular social media updates and personalized promotions, including targeted bulk promotional messaging to clients. ✓ Supported various departments (Retail, Access to Healthcare, and Franchise) by providing feedback and ideas to drive sales growth, attract new customers, and enhance customer experience. ✓ Reduced response time to customer queries by 40% through optimized workflows, enhancing customer satisfaction. Clinical Assistant / Customer Care Assistant Access Afya - Kenya | Jun 2017 – Jan 2023 • Managed patient check-ins and high-volume call handling with a customer-first approach, resolving all complaints. • Conducted retention calls to resolve client concerns, retaining 80% of clients through proactive solutions. • Oversaw billing and record management with 100% accuracy, ensuring smooth operations and client satisfaction. Achievements ✓ Created an executive diary alert system, increasing timely response rates by 30%. ✓ Authored a data entry training guide, reducing onboarding time for new hires by 20%. ✓ Improved patient feedback by 15% by implementing new client retention practices. Sales Development Representative NRI Relocation, Inc. - Remote | May 2015 – Feb 2017 • Conducted in-depth market research, identifying corporate clients for relocation services. • Supported ReloHub® technology integration, streamlining the client experience and user satisfaction. • Championed business development strategies, contributing to an 18% growth in client onboarding. These are my strong personal attributes: • Humble. •Team-player and leader. • Self-confidence. • Honest. • Results Oriented. • Quick to learn and receptive to instructions. • Reliable Core Skills • Customer Satisfaction & Engagement • Process Improvement & Operational Efficiency • Product and Technical Support • Data Analysis & Office Management • Cross-Functional Team Collaboration EDUCATION CERTIFICATES & TRAININGS Diploma in Business Management and Administration Zetech University 09/2021 – 11/2024 Certificate in Business Management European Business University - Luxembourg 05/2020- 10/2021 Certificate in Agribusiness Management Miramar International College 09/2018- 08/2019 Certificate in Information Technology (IT) Power computers & Beyond Computer college 11/2014- 04/2015 Kenya Certificate of Secondary Education (KCSE) Mavindini secondary school 02/2011 – 11/2014 - Project Management - Paraklete Institute, in partnership with Project Management Institute, USA (May 2024 – July 2024) - Customer Excellence Delivery - Setpace Consultancy (May 2022 - May 2022) - Financial Management Essentials - Nonprofit Ready (March 2022 - June 2022) - First Aid procedures - Medswift medical college (November 2019 – December 2019) - Data entry/management - Ajira Digital (June 2021 – August 2021) - HIV Testing and Counselling - National AIDS and STI's Control Program (NASCOP) January 2017 – April 2017 Volunteer experience 1. Administrator – Blessed Citron (May 2024 – Present) • Organize and schedule meetings and events. • Manage data in spreadsheets and reports, keeping all records and reports up to date 2. Climate Change Promoter - Greenpeace Africa Oct 2017 - Present 3. Volunteers Welfare Assistant – Green Peace Africa (12/2022 – January 2024) • Facilitating effective communications with all volunteers. • Implement projects and strategies REFEREES Dr. Joyce Yuko Operations Manager Access Afya Kenya LTD Phone NO:- Email- Ms. Jocabeth Musyoka Business Development Manager NRI Relocation, Inc Phone NO: No:- Email- Mr. Regime Ashiono Senior Teacher Mavindini Secondary School Phone No: - Email:-