Lucy Mutiga

Customer experience and Administrative Professional with over 5 years of experience in customer service, team leadership, administration, and business development. Proven to supervise teams, handle escalations, and implement client experience strategies that enhance satisfaction. Acquired proficiency in SAP, QuickBooks, Microsoft Office suite, and CRM tools, with a strong background in feedback management and process improvement. Adapt at analyzing customer trends, monitoring KPI’s and leading teams to meet delivery targets. Seeking to leverage expertise in customer experience management.

Customer Experience & Administrative Experience Lead 

Liamar Ventures Oct 2022 - Nov 2023 | Nairobi, Kenya

• Directed a team of 15-20employees, optimizing customer interactions and ensuring positive brand engagement.
• Spearheaded customer experience improvements, achieving a 20% increase in customer satisfaction through effective communication.
• Maintained compliance by organizing physical and digital records and enhancing data management practices.
• Improved inter-departmental communication by managing calendars and scheduling appointments efficiently.

Sales & Customer Service Executive | Polytanks & Containers K Ltd Sept 2020 - April 2022 | Nairobi, Kenya

• Increased upsell revenue by 10% through active product demonstrations and customer engagement.
• Achieved a 95% customer satisfaction rate by efficiently managing transactions and resolving customer issues.
• Enhanced store organization and visual merchandising to boost sales promotions and improve the shopping experience.
• Exceeded monthly sales targets by 15% using effective suggestive selling techniques both online and in-store.

Business Development and Customer Relations Manager |Minazi Apparel July 2019 - Feb 2020 | Nairobi, Kenya

• Expanded customer base by 25% through successful long-term client agreements.
• Led a team to optimize customer interactions, ensuring positive brand engagement.
• Conducted market research to identify growth opportunities, leading to market expansion.
• Implemented consultative selling techniques, increasing average transaction value by 15%.

Billing Clerk and Administrative Support | Kengrow Limited Jan 2017 - June 2019 | Nairobi, Kenya

• Processed customer refunds and adjustments, enhancing overall customer satisfaction.
• Enhanced financial transparency by producing monthly statements and reports for management.
• Achieved a 98% accuracy rate in billing operations, ensuring timely collections and reducing discrepancies.
• Improved customer experience by efficiently handling calls, scheduling appointments, and assisting visitors.

Education

Diploma in Business Management and Administration | Zetech University | 2017

Certificate in Business Management | Zetech University | 2016

Certifications

Career Essentials in Administrative Assistance by Microsoft and LinkedIn - May 2025

Virtual Assistant | ALX Learning| April - June 2025

Working as a Virtual Assistant | Alison Learning| 2023