Stephen Mungai

Stephen Mungai Address: Riverside, Nairobi, (Remote, UK), Kenya (Home) ABOUT ME With over 3 years of experience in customer operations and B2B Support, I have built a strong track record of handling customer queries, resolving issues efficiently, and maintaining accurately my CRM records to support smooth daily operations. I have achieved consistent improvements in response times and customer satisfaction by managing inbound phone and email communication, coordinating across teams on every case. My experience working in fast paced, environments has strengthened my ability to adapt quickly to changing priorities while keeping my clients as my main priority. I am now looking to apply these skills within a structured contact centre environment where operational reliability and excellent service are key. WORK EXPERIENCE SALES SUPPORT – RENERGY POWER – 01/02/2025 – Current – NAIROBI, KENYA 1. Provide exceptional customer support via phone, email, and live chat, resolving an average of 30 inquiries daily resulting in a 95% customer satisfaction rating. 2. Create and maintain a comprehensive knowledge on lithium batteries and their troubleshooting guides, reducing technicians wait times by 30% 3. Collaborate with the R&D team to identify and resolve technical issues, resulting in a 20% decrease in product defects. 4. Assist in the development and delivery of solar batteries training materials for new distributors, ensuring a seamless onboarding process. 5. Lead a team of customer support representatives, providing coaching and mentoring to improve performance and customer satisfaction metrics. TECHNICAL SALES REPRESENTATIVE – RENERGY POWER – 04/01/2024 – Current – NAIROBI, KENYA 1. Manage 15+ partner accounts, responding to operational queries and coordinating internal teams to resolve issues within agreed timelines. 2. Support marketing and technical teams by feeding back recurring customer concerns to improve communication clarity. 3. Contribute to consistent monthly recurring revenue above $100k through structured account follow-up and retention processes. 4. Managed full sales cycle including inbound enquiries, needs assessment, quoting, and after-sales support. 5. Increased conversion rate by 30% through structured discovery and accurate proposal alignment. 6. Improved after-sales satisfaction by 40% through prompt issue resolution and clear communication. 7. Implemented Trello-based tracking system to ensure timely follow-ups and zero missed enquiries. 8. Coordinated with operations and technical teams to resolve installation and product performance queries. BUSINESS DEVELOPMENT REPRESENTATIVE – OFGEN AFRICA – 01/04/2023 – 31/12/2023 – NAIROBI, KENYA 1. Supported development of 10MW solar PV pipeline across 5 countries. 2. Conducted structured client calls to gather project requirements and document technical specifications. 3. Prepared tender documentation with strict adherence to compliance requirements. 4. Managed stakeholder communication across engineering, finance, and regulatory teams. EDUCATION AND TRAINING 01/09/2019 – 27/10/2023 Nairobi, Kenya BACHELOR OF SCIENCE Multimedia University of Kenya Website https://www.mmu.ac.ke/ Field of study Renewable Energy and Technology Level in EQF EQF level 6 SKILLS Hard Skills Upselling customers Inbound call handling CRM Systems: Apollo.io, Trello accuracy Case management Email support management Basic reporting Data entry Soft Skills Time management Ownership mindset Active listening Customer communication Emotional Intelligence Customer empathy