Phillip Muriithi

I am a Customer Service Representative at Multichoice Kenya, with over seven years of experience in offering the
best customer service and driving business growth and retention. I have a bachelor's degree in Accounting and
Finance and a diploma in Business Administration, as well as skills in process improvement, customer relationship
management, customer journey customer experience, and customer care.
My mission is to create an unfair advantage by delivering remarkable outcomes to customer experience initiatives
and strengthening brand presence and recognition. I have a proven track record in implementing blueprints and
standards that enhance the customer journey. I specialize in B2B management, customer service excellence,
customer success, and customer satisfaction.

Throughout my professional career spanning over eight years, I have honed my expertise in customer service and business growth, consistently striving to deliver exceptional results. Beginning as a Customer Service Representative at StarTimes Kenya from January 2015 to October 2017, I excelled in providing top-notch service while efficiently managing administrative tasks. During this time, I played a crucial role in enhancing the company's image within local communities and ensuring the accuracy of promotions and inventory management.

Transitioning to Multichoice Kenya in November 2017, I continued to elevate my skills and contributions as a Customer Service Representative. In this role, I took on additional responsibilities such as stakeholder management and implementing blueprints and standards aligned with customer journey mapping. I actively fostered a customer-centric environment within the branch, driving innovative initiatives to enhance overall customer satisfaction.

My impact was significant, as evidenced by my achievements. I consistently maintained an impressive average service level of 97% and surpassed revenue collection targets by 30%. Additionally, my implementation of a new sales operation model led to a remarkable 50% increase in sales. These accomplishments resulted in my recognition as the best-performing CSR in the CX and Care Department in 2018.

Throughout my journey, I have demonstrated exceptional skills in customer service, inventory management, and sales operations. My commitment to delivering outstanding service and driving business success is unwavering. With a proven track record of exceeding expectations and a dedication to continuous improvement, I am poised to make significant contributions to any organization I serve.

During my academic journey at Kenya Methodist University, I pursued my passion for business administration, specializing in Accounting and Finance. From 2005 to 2009, I dedicated myself to earning a Bachelor's degree in Business Administration with a major in Accounting and Finance, achieving Second Class Honors. Alongside my major, I also completed a minor in Human Resource Management, showcasing my commitment to a well-rounded education in business management.

Additionally, I obtained a Diploma in Business Administration from Kenya Methodist University in 2005. This program provided me with a comprehensive understanding of business management, marketing, and related support services, further enhancing my knowledge and skills in the field.

Throughout my academic endeavors, I acquired a diverse skill set that has been invaluable in my professional career. Proficiency in office administration, customer experience management, account reconciliation, and sales management were among the skills I developed. Furthermore, I gained expertise in project planning, team building, and Microsoft Office applications, which have been instrumental in my success in various roles.

My educational background, combined with my hands-on experience, has provided me with a solid foundation to excel in my career and contribute effectively to the organizations I serve.