Lilian Muthoni

[email protected] • +254721493115 • Nairobi, Kenya
LinkedIn: LinkedIn

PROFESSIONAL SUMMARY

Dedicated Customer Service Specialist with over 6 years of experience enhancing customer satisfaction and driving business growth through seamless communication across various channels. Demonstrated expertise in managing high-volume interactions, achieving a 15% improvement in customer satisfaction and a 40% increase in retention rates. Skilled in leveraging data analytics and CRM tools, I've successfully reduced response times by 30% and maintained a 95% SLA compliance rate. My commitment to customer success empowers organizations to foster lasting relationships and streamline service delivery.

WORK EXPERIENCE

Customer Service Specialist
07/2024 - Present
Independent Customer Service Professional , Remote (Kenya-based), Kenya
• Managed customer communications across multiple channels (phone, email, live chat, social media), maintaining consistent service quality and improving customer satisfaction by 15% for SMEs in freelance projects.
• Completed professional development courses in customer relations, digital tools (CRM systems), data analytics, social media management, and soft skills, enhancing my ability to adapt to evolving industry standards and improving service delivery.
• Volunteered in community initiatives offering customer service and administrative support, sharpening interpersonal and problem-solving skills while positively impacting local organizations.
• Utilized active listening skills to identify customer needs, resulting in a 20% increase in first-call resolution rates and contributing to overall customer retention.
• Demonstrated adaptability by successfully transitioning to remote customer service operations during unforeseen circumstances, maintaining a 95% SLA compliance rate throughout the period.
• Exercised attention to detail in tracking performance metrics and KPIs, leading to a 30% reduction in response time and significantly enhancing team collaboration and efficiency.

EDUCATION

Bachelor of Business Management
Moi University GPA: Second Class Honors (Upper Division)

SKILLS

CERTIFICATIONS

Data Analytics Essentials
01/2025
Cisco Networking Academy
Customer Success Fundamentals
01/2024
Customersuccess U.org
McKinsey Leadership Forward Program
01/2024
McKinsey Forward Academy
Emotional Intelligence and Communication Skills
01/2021
Old Mutual Kenya