John Mumo

Customer Support Supervisor with 4+ years' experience in high-volume, compliance-driven call centers and 2+ years in leadership roles. Skilled in KPI management, quality assurance, escalation handling, and team coaching. Proven ability to improve service delivery, monitor performance, and support global customers. Familiar with CRM systems and fintech environments.

Supervisor, Quality Assurance & Customer Service at Elite Offset Ltd (2024-04 – Present)

Supervising daily customer support operations with focus on KPI management and service quality.

• Oversee daily support operations ensuring KPI and service quality targets are met
• Monitor team performance, attendance, and morale; provide guidance
• Handle escalations and resolve complex issues
• Conduct call evaluations and maintain QA scorecards
• Deliver coaching to improve quality and productivity

Team Leader, Sales, Quality Assurance & Customer Service at Spirit Airlines (via CCI Kenya) (2023-03 – 2024-02)

Led team operations in high-volume call center environment with focus on sales, quality assurance, and customer service.

• Led a team to achieve KPIs in high-volume call center
• Monitored real-time metrics and SLA adherence
• Conducted QA audits and calibration sessions
• Provided coaching based on QA evaluations
• Managed escalations and root cause analysis
• Trained agents on products and compliance

Customer Service Agent at Spirit Airlines (via CCI Kenya) (2022-09 – 2023-02)

Handled customer support operations for airline booking and services.

• Handled bookings, cancellations, and refunds
• Maintained high customer satisfaction
• Ensured compliance with data protection standards

BSc in Food Science – Egerton University