Scribd
Upload
15 views

Patience Mutiso Cv

Patience Mutiso is a detail-oriented professional with extensive experience in client relationship management, team leadership, and operational optimization. She has held various roles including Quality Analyst and Team Manager, where she has successfully improved service delivery and team efficiency. Mutiso holds a Bachelor's Degree in Economics and Statistics and possesses strong skills in process improvement, data analysis, and customer-centric service.

Uploaded by

pacieamoxil20
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
15 views

Patience Mutiso Cv

Patience Mutiso is a detail-oriented professional with extensive experience in client relationship management, team leadership, and operational optimization. She has held various roles including Quality Analyst and Team Manager, where she has successfully improved service delivery and team efficiency. Mutiso holds a Bachelor's Degree in Economics and Statistics and possesses strong skills in process improvement, data analysis, and customer-centric service.

Uploaded by

pacieamoxil20
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 3

PATIENCE MUTISO

NAIROBI, 00100 | +254757336859


[email protected]

CAREER PROFILE

Detail-oriented and results-driven professional with extensive experience in client relationship


management, team leadership, and operational optimization. Adept at analyzing performance
data to drive improvements, fostering team collaboration, and delivering exceptional service in
fast-paced environments. Proven ability to manage client expectations, implement process
improvements, and lead teams to achieve organizational objectives. Committed to continuous
improvement, high-quality service delivery, and exceeding performance goals.

EXPERIENCE

QUALITY ANALYST (German Operations)


Invisible Technologies, US (Remote) | Mar 2024 – Sept 2024

• Analyzed operational data to identify performance trends and areas for improvement,
providing actionable insights that enhanced service delivery and team efficiency.
• Led quality assurance reviews for German-language processes, ensuring compliance with
company standards and client specifications, resulting in a 15% improvement in accuracy
and efficiency.
• Developed and implemented customized quality control methodologies for German
operations, driving measurable improvements in service quality.
• Trained and mentored team members in quality assurance best practices, promoting a
culture of continuous improvement and operational excellence.

TEAM MANAGER
Cricket Debt Counseling, Nairobi (Remote) | Jul 2020 – Jan 2024

• Led a team of counselors, monitoring performance, providing feedback, and coaching to


ensure high-quality service and continuous improvement.
• Managed complex client relationships, addressing concerns and ensuring the
implementation of personalized strategies for debt management and credit improvement.
• Analyzed team performance data and generated reports to inform decision-making,
achieving measurable improvements in team efficiency and client outcomes.
• Collaborated with internal departments and external partners to stay informed on industry
trends, regulatory changes, and best practices, ensuring high-quality service delivery.

CREDIT COUNSELOR
Cricket Debt Counseling, Nairobi (Remote) | Feb 2019 – Jun 2020
• Managed client portfolios, responding to inquiries about credit scores and strategies for
improvement.
• Negotiated with creditors on behalf of clients, arranging payment plans, interest rate
reductions, and debt settlements.
• Collaborated with clients to ensure their financial strategies were effective in meeting
their debt obligations.
• Built strong client relationships, addressing concerns and maintaining a high level of
customer satisfaction.

CONTACT CENTRE AGENT / RISK MANAGEMENT ANALYST


Saks Off 5th (CCI-Kenya), Nairobi | Dec 2017 – Jan 2019

• Managed both internal and external communications to resolve customer issues and
ensure satisfaction.
• Conducted administrative tasks, including documentation, data entry, and report
generation, supporting operational efficiency.
• Trained new employees, leading to a 25% reduction in operational errors and improving
team performance.
• Monitored inventory, identified risks, and implemented strategies to enhance operational
efficiency and mitigate risks.

EDUCATION

Bachelor's Degree in Economics and Statistics


University of Nairobi

Kenya Certificate of Secondary Education


Makueni Girls’ High School

SKILLS & QUALIFICATIONS

• Team Leadership & Development: Proven ability to lead, coach, and mentor teams to
achieve operational excellence and meet key performance metrics.
• Client Relationship Management: Strong track record in managing client relationships,
addressing concerns, and ensuring high levels of client satisfaction.
• Process Improvement: Expertise in analyzing processes, identifying inefficiencies, and
implementing strategies to improve workflows and service delivery.
• Data Analysis & Reporting: Skilled in analyzing performance data, generating reports,
and using insights to inform decision-making and drive team performance.
• Communication & Collaboration: Excellent verbal and written communication skills
with the ability to work cross-functionally and build strong relationships with clients and
internal teams.
• Customer-Centric Mindset: Strong focus on delivering exceptional service and
ensuring client needs are met in fast-paced environments.

LICENSES&CERTIFICATIONS
Digital Customer Support
Generation Kenya
Data Analysis
Azubi Africa
Executive Assistant Training
Athena (6-week training)

REFERENCES
TO BE PROVIDED UPON REQUEST.

You might also like