Allan Mbugua

Customer-focused and tech-savvy professional with experience delivering exceptional service across multiple communication channels. Skilled in resolving complex customer issues, managing high-volume interactions, and driving customer satisfaction through empathy, efficiency, and clear communication. With a background in Geo-information Science (GIS) and Data Analytics, I bring strong analytical thinking and attention to detail to enhance customer experiences and support data-driven decision-making.

I thrive in fast-paced service environments and am passionate about helping customers find effective, practical solutions.

Customer Experience Representative at M-GAS (2023-09 – Present)

Handling high-volume inbound and outbound calls, resolving customer queries with 90%+ satisfaction rate, using CRM systems and ticketing tools to support customers accurately while identifying cross-selling and up-selling opportunities.

• Handling high-volume inbound calls and resolved customer queries with a 90%+ satisfaction rate.
• Conducted proactive outbound calls to promote products, address customer needs, and close sales while maintaining high levels of customer satisfaction through a consultative and customer-focused approach.
• Using CRM systems, ticketing tools, and product knowledge to support customers accurately.
• Collaborating effectively with colleagues, adapting quickly to new systems and diverse customer needs, and identifying relevant opportunities for up-selling or cross-selling.
• Communicating clearly across multiple channels while actively listening and responding to customer needs with empathy, patience, and emotional understanding.
• De-escalating difficult situations using diplomacy and tact to achieve fair and positive outcomes.
• Managing multiple inquiries efficiently while maintaining accurate documentation and processing customer requests with precision.
• Demonstrating reliability, a positive attitude, and strong work ethic in every customer interaction.

Industrial Attachment – GIS Intern at Kenya Electricity Generating Company (KenGen) (2022-01 – 2022-03)

Part of the Geospatial and Planning Unit acquiring practical experience in GIS-related tasks critical to supporting energy generation projects. Conducted spatial data collection, map analysis, field work, and data management activities.

• Assisted in spatial data collection using GNSS systems and drone mapping.
• Created and analyzed maps using QGIS and ArcGIS to support geothermal and infrastructure projects.
• Conducted field work and participated in data management activities under supervision.
• Improved familiarity with large-scale environmental datasets and GIS hardware.

Bachelor of Technology in Geo-Information Technology – Technical University of Kenya (2016 – 2023)