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Customer Service / Support



About Phyllis Muli:

I am a PR professional with a strong background in customer service and a passion for delivering exceptional customer experiences. I am a self-starter, result-focused and an organized team player. I believe in building and maintaining a positive relationship between the customer and the organization. 

I am passionate about customer relations and I have indulged myself in customer services for the past 5 years where I developed a solid foundation in customer service, honing my skills in communication, problem-solving, and relationship-building.

I am adept at handling customer inquiries, resolving issues, and providing support across various channels, including phone, email, and live chat. My ability to remain calm under pressure and maintain a positive attitude has enabled me to effectively manage challenging situations and exceed customer expectations.

I have acquired skills in transcription and subtitling for the past 5 years within the context of communication and public relations initiatives. For example, producing transcripts of interviews, press conferences, or speeches for documentation, analysis, or dissemination purposes. In such cases, my transcription skills will support the broader goals of communication and public relations efforts



Customer service

  • Managed client’s emails by responding to customer queries in a timely and accurate way via phone, email or chat.
  • Prepared comprehensive reports and drew valuable insights, contributing to informed decision-making and strategic planning within the customer service domain.
  • Analyzed and reported product malfunctions.
  • Managed social media platforms for the individual businesses.
  • Accurately and effectively addressed customers’ disputes.
  • Ensured timely response to customers’ chats and tickets raised.
  • Made follow questionnaires via emails for reviews about the services/products received.
  • Completed administrative duties such as data entry, order processing and follow up calls.
  • Assisted customers with emergency problems.
  • Provided customers with solutions.


  • Listened to recordings and transcribed as heard to text files.
  • Understood details of client requirements in regards to formatting and notation.
  • Corrected errors and inaccuracies in a timely manner.
  • Completed transcripts in time.
  • Ensured accuracy of the transcribed text.
  • Identified speakers in the dialogue.
  • Proofread transcripts to ensure that they are free of errors before they are sent to clients.
  • Followed standards for formatting, and other errors.

Senior legal transcriptionist at

  • Transcribed and proofread legal documents, including court hearings, depositions, and client meetings, ensuring accuracy and adherence to formatting and style guidelines.
  • Utilized advanced transcription software and tools to increase productivity and efficiency, while maintaining high standards of quality.
  • Assisted in training and mentoring junior transcriptionists, providing guidance on best practices and quality assurance procedures.
  • Collaborated with legal professionals and clients to clarify transcription requirements and ensure clients’ satisfaction.
  • Conducted research and fact-checking to verify legal citations, case law, references and other relevant information.


3 Play media Transcriber

  • Managed closed captioning projects.
  • Ensured that all medical terminologies were well researched.
  • Researched names and words in different accents.
  • Transcribed business and entertainment files
  •  Identified speakers in files.
  •  Proofread already transcribed transcripts.

       Visual data media company

  • Created subtitles using OONA subtitling software.
  • Typed and created subtitles manually.
  • Worked on Netflix movies like the Judy Justice and The Royal Beat movies.
  • Ensured that Netflix guidelines were followed.




BSc Communication and Public Relations   2019 

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