Liebert Mutua

Customer Support and Operations professional with over six years of experience in customer service, operations management, business development, and digital transformation. Proven ability to lead teams, optimize business processes, and deliver exceptional customer experiences. Experienced in developing and implementing security management software by defining operational requirements, digitizing workflows, and training end users.

Strong background in client relationship management, process improvement, operations leadership, and software implementation. Passionate about leveraging technology to improve efficiency, customer satisfaction, and business performance.

Head of Operations at Keybright Guard Services Ltd (2023-06 – Present)

• Lead daily security operations across multiple client sites, ensuring efficient service delivery and operational excellence.
• Manage workforce deployment, scheduling, and performance while maintaining high service standards.
• Build and maintain strong relationships with clients by providing timely support and resolving operational challenges.
• Defined business and operational requirements for the company's security management application.
• Collaborated with developers to digitize security operations, including employee tracking, digital Occurrence Book (OB) reporting, incident reporting, attendance management, and operational monitoring.
• Led user onboarding and employee training to ensure successful implementation and adoption of the security platform.
• Improved operational efficiency by replacing manual processes with a centralized digital solution that enhanced accountability, transparency, and reporting.

Business Development Executive at Running Tooth (2020-02 – 2023-02)

• Generated qualified business leads and built relationships with international clients.
• Promoted innovative oral healthcare solutions across global markets.
• Coordinated international business events and product presentations.
• Worked closely with prospective customers to understand their requirements and recommend suitable solutions.
• Delivered excellent customer service throughout the sales and onboarding process.

Home Services Manager at Del Condominium Rentals (2019-02 – 2022-11)

• Managed day-to-day property operations while delivering exceptional customer service to landlords and tenants.
• Responded promptly to customer enquiries and resolved tenancy-related issues.
• Coordinated maintenance activities with suppliers and contractors.
• Conducted property inspections and prepared maintenance reports.
• Ensured compliance with property management regulations and company standards.
• Supervised team members to deliver high-quality customer experiences.

Inspection Agent at Inspection House (2019-03 – 2019-12)

• Conducted residential property inspections before market listing.
• Evaluated property conditions and documented inspection findings.
• Coordinated repairs and prepared homes for sale.
• Assisted clients throughout the inspection process while ensuring excellent service delivery.

Diploma in Information Technology – Nairobi Tech University (2014 – 2017)