Alex Mutua

Results-driven customer operations professional with experience in customer service, sales support, workflow coordination, performance-driven environments, and stakeholder communication. Proven ability to monitor KPIs, manage escalations, improve processes, and support teams in fast-paced international operations. Strong background in reporting, coaching support, documentation accuracy, and maintaining high service standards.

Prepared to step into a leadership role focused on team performance, client satisfaction, and operational excellence.

Sales Development Representative / Appointment Scheduler at Cabrera Construction LLC / Solvo Global (2025-12 – Present)

Worked in a KPI-driven environment managing outbound and inbound customer interactions with focus on appointment scheduling, pipeline accuracy, and productivity goals.

• Worked in a KPI-driven environment managing outbound and inbound customer interactions.
• Scheduled appointments, maintained pipeline accuracy, and supported daily productivity goals.
• Handled escalations and customer concerns with professional communication.
• Maintained accurate Salesforce CRM records and activity reports.
• Collaborated with team members to improve conversion rates and response times.
• Demonstrated reliability in a high-volume, target-based operation.

Regional Quality Coordinator / Project Manager at Viatris (2021-11 – 2024-12)

Coordinated multiple regional workflows across Africa and EMEA markets, managing performance trackers, deadlines, documentation controls, and cross-functional follow-up.

• Coordinated multiple regional workflows across Africa and EMEA markets.
• Managed performance trackers, deadlines, documentation controls, and cross-functional follow-up.
• Prepared reports highlighting risks, delays, and operational priorities.
• Built SOPs and process improvements that increased efficiency and consistency.
• Worked closely with internal stakeholders to resolve issues and maintain service levels.
• Supported audit-ready compliance standards and continuous improvement initiatives.

Customer Service Representative at Tech Mahindra / Transcosmos (Ryanair Account) (2018-06 – 2019-12)

Delivered customer support in a fast-paced international contact center environment managing high volumes of customer enquiries while meeting quality and response targets.

• Delivered customer support in a fast-paced international contact center environment.
• Managed high volumes of customer enquiries while meeting quality and response targets.
• Resolved complaints, booking issues, and escalations professionally.
• Maintained accurate case records and followed service procedures.
• Contributed to customer satisfaction and team performance objectives.

Bachelor's Degree in International Relations – Széchenyi István University