Ian Mwaka Mutuku

I'm a customer service and team leadership professional with three-plus years on the Spirit Airlines account at CCI Kenya. I've cut attrition through one-on-one coaching, improved first contact resolution through call monitoring and specific feedback, and mentored agents who wanted to move into leadership, showing them how to support a team while still hitting what the client and company need. I also handle the administrative side of running a team myself: attendance, leave, shift coverage, and knowing when to escalate something instead of letting it sit. That combination is why I'd do well in executive, virtual, or administrative assistant work, even without holding that title yet. I have a degree in economics and finance, so I've got a solid academic base in financial concepts, though my actual experience so far has been in service operations, not finance directly.

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