Teresia Nthenya Mutua

Core Qualifications & Background Over the past several years, I have built a strong operational foundation in high-volume customer service environments, including key roles at Teleperformance Kenya and Calltronix. My expertise centers on real-time digital communication, multi-channel account support, and rapid issue resolution. ​Key Technical & Operational Skills ​Multi-Chat & Concurrent Support Management: Skilled at navigating multiple live chat threads simultaneously while keeping average response times under 30 seconds and maintaining precision. ​CRM & Tool Proficiency: Adept at using customer management platforms, ticketing software, and internal knowledge bases to retrieve accurate information quickly. ​Problem De-Escalation & Resolution: Experienced in managing customer frustration through empathetic communication, active listening, and clear, actionable steps. ​Technical Communication: Ability to translate complex policies, systems, or troubleshooting guides into simple, customer-friendly instructions. ​Proven Track Record ​Consistently met and exceeded core Key Performance Indicators (KPIs), maintaining high First Contact Resolution (FCR) rates and strong Customer Satisfaction (CSAT) scores. ​Adapted seamlessly across diverse industries, from outsourced customer management to cyber and technical services.

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