Mackenzie Muthama

Experienced Customer Care Representative with over 13 years of delivering exceptional customer service across diverse industries including government, aviation, hospitality, and administrative sectors. Proven ability to handle high volumes of inquiries, resolve complaints efficiently, and maintain strong customer relationships. Skilled in both in-person and remote support, with excellent communication, problem-solving, and organizational abilities.

Postal Officer at Postal Service (2023-01 – Present)

• Provide frontline customer support, handling inquiries and resolving service issues
• Process, track, and manage mail and packages efficiently
• Maintain accurate records and ensure compliance with procedures
• Deliver consistent, high-quality customer service in a busy environment

Project Manager – Community Development at Busia County (2020-01 – 2022-12)

• Coordinated projects supporting women and youth groups
• Managed operations, logistics, and stakeholder communication
• Resolved issues and ensured smooth implementation of initiatives
• Maintained accurate reports and monitored project progress

Administrative Assistant at Constituency Development Office (2019-01 – 2019-12)

• Managed calls, emails, and walk-in inquiries professionally
• Responded to customer concerns and directed them appropriately
• Coordinated meetings, handled correspondence, and maintained records
• Supported daily office operations and administrative tasks

Customer Service Representative at Sugar Directorate (2015-01 – 2018-12)

• Handled customer inquiries via phone, email, and social media
• Resolved complaints and provided timely, effective solutions
• Maintained customer records and prepared service reports
• Educated customers on services, policies, and updates

Customer Care Agent at Mövenpick Hotel (2012-01 – 2013-12)

• Assisted customers through calls, emails, and in-person interactions
• Resolved guest issues while maintaining high service standards
• Built strong relationships with international clients

Customer Service Intern at Kenya Airways (2011-01 – 2011-12)

• Assisted passengers with check-in, boarding, and inquiries
• Provided support to customers with special needs
• Delivered high-quality service in a fast-paced environment

Diploma in International Hotel Management – Les Roches School of Hotel Management

Diploma in Hotel Management – International Hotel & Tourism Institute

Certificate in Passenger Handling & Customer Care – Kenya Airways Training Centre

Certificate in Computer Applications