Jasmin Mutanu

Customer Success, Sales and After-Sales professional with 5+ years managing customer relationships across the full lifecycle — from consultation and quotation through installation, troubleshooting, maintenance and repeat sales. Currently manage 20+ customer interactions daily while generating at least KES 6M in sales per quarter against a KES 1.5M target (400%+ attainment). Transformed reactive customer support into structured, preventative service models — cutting response times from 4–7 days to approximately 24 hours and resolution timelines to 2–3 days or same-day onsite fixes.

Skilled in using remote monitoring platforms (FusionSolar, Deye, Solarman) to track live system performance and diagnose issues from data. Strong communicator experienced in coordinating technical teams, developing SOPs, mentoring staff, and managing complex customer escalations.

Aftersales Manager - Chameleon Solutions Ltd - Nairobi, Kenya

(2025-07)

Own the customer experience across sales, after-sales support, maintenance and account development for solar and energy-efficiency solutions, serving 20+ customers per day across multiple communication channels.

• Manage 20+ customer interactions daily, resolving approximately 50% same-day via virtual troubleshooting or technician dispatch, with only 5–10% requiring escalation beyond frontline resolution.
• Reduced typical customer response times from 4–7 days to approximately 24 hours for clients in Nairobi and Mombasa, cutting resolution timelines to 2–3 days or same-day onsite resolution.
• Redesigned the after-sales approach from reactive repairs to preventative maintenance, introducing structured maintenance contracts with terms extending up to five years.
• Developed an end-to-end after-sales SOP covering issue intake, troubleshooting, escalation, technician assignment, resolution and follow-up; built a maintenance-contract tracking system for active contracts, service dates and renewals.
• Monitor live system performance and remotely diagnose faults using Deye, FusionSolar and Solarman monitoring platforms, using performance data to guide customers, direct technician dispatch and reduce unnecessary onsite visits.
• Act as key escalation point between customers, technicians, sales and management; trained and mentored three technicians and two call-centre representatives on customer engagement and service standards.
• Log interactions and maintain accurate account history using CRM and customer documentation tools, supporting consistent follow-up across the customer lifecycle.
• Consistently exceeded a quarterly sales target of KES 1.5M, generating at least KES 6M in sales per quarter (400%+ attainment); close approximately 13–20 sales monthly across solar PV, solar water heating, heat pumps and maintenance contracts.
• Prepare quotations, negotiate pricing and generate additional revenue through upselling and cross-selling; onboarded corporate and hospitality clients including Cowrie Shell Beach Apartments, Nyeri Club and a resort client in Kajiado.
• Developed and trained a Claude-based workflow to generate production reports in PDF format, streamlining repetitive reporting and standardising output.

Sales & Aftersales Support - Chameleon Solutions Ltd - Nairobi, Kenya

(2024-07 - 2025-06)

• Supported customers across the full lifecycle, from inquiry and quotation through installation, troubleshooting and post-purchase support, explaining technical options in clear, customer-friendly language.
• Coordinated order fulfilment, installation and follow-ups; prepared quotations and identified upsell opportunities based on customer needs and system performance.
• Collected and relayed customer feedback to internal teams, building relationships that supported repeat business and referrals.

Sales Consultant - Freelance - Nairobi, Kenya

(2024-03 - 2024-07)

• Took on short-term freelance sales work between full-time roles, maintaining consistent client-facing and quota-driven sales experience.

Customer Support Specialist - Koko Networks Ltd - Nairobi, Kenya

(2023-05 - 2024-03)

• Managed a high-volume portfolio of 100+ daily customer interactions via phone, email and chat, while improving average resolution time by 15% through effective triaging and raising customer satisfaction scores by 10% through proactive follow-up.
• Maintained accurate customer records and coordinated with internal teams on issues requiring further technical or operational support.

Brand Ambassador - Freelance - Nairobi, Kenya

(2022-09 - 2023-04)

• Represented consumer brands, including YDX, through freelance brand ambassador engagements, handling customer-facing promotions and product engagement.

Video Editor — Internship - Kenya Broadcasting Corporation (KBC) - Nairobi, Kenya

(2022-04 - 2022-09)

• Completed a 6-month internship in video editing within a structured broadcast production environment.

Administrative Assistant, Part-Time - Energtronics Ltd - Nairobi, Kenya

(2020-01 - 2021-12)

• Supported daily operations, customer enquiries and order coordination; scheduled deliveries and tracked order status across teams.
• Managed documentation and inventory records, communicating delivery arrangements and administrative updates to customers.

Certificate - Virtual Assistance - Africa Leadership University (2025-01 - 2025-03)

Diploma - Broadcast Journalism - Kenya Institute of Mass Communication (2019 - 2022)