Joel Nikko Mutia

Revenue Operations

Rhino

Apr 2023 - Jul 2025 (2 years 4 months)

• Configured and launched CRM and billing integrations, ensuring smooth lifecycle management and system stability. • Monitored and optimized integration performance, proactively addressing alerts and conducting audits. • Partnered with cross-functional teams to enhance tooling and streamline workflows, improving efficiency by 15%. • Delivered clear documentation and stakeholder updates to ensure alignment and operational success.

Business Support Specialist / Support Advocate

Wonolo

Jul 2021 - Apr 2023 (1 year 10 months)

• Led and coached a team of customer support representatives, improving resolution time and satisfaction scores. • Handled escalations and implemented new policies that reduced repeat complaints by 20%. • Supported CRM operations and reporting, ensuring data integrity and actionable insights for business decisions.

L

Operations & Customer Support

Lead the Way Fitness

Dec 2020 - Jun 2021 (7 months)

• Managed daily operations including reporting, data entry, and CRM updates across multiple systems. • Supported coaches during client challenges, ensuring accurate tracking and reporting. • Documented processes and improved efficiency in scheduling and administrative workflows.

W

Operations Executive

WorldRemit

Jun 2018 - Jan 2021 (2 years 8 months)

• Investigated and resolved escalated transaction issues by coordinating with internal teams and external partners. • Identified process gaps and implemented improvements that enhanced payment success rates. • Built strong collaboration across compliance, engineering, and customer service teams to ensure seamless operations.

K

Level 2 Technical Officer

KKH Technology Inc.

Jan 2017 - Jan 2018 (1 year 1 month)

T

Team Leader, Escalation Support

Jan 2015 - Jan 2016 (1 year 1 month)

C

Technical Support Specialist

CUSTOMER

Jan 2014 - Jan 2015 (1 year 1 month)

P

Production Team Leader

Phillogix Systems

Jan 2013 - Jan 2014 (1 year 1 month)

T

Network Technician

TCB Technologies

Jan 2011 - Jan 2013 (2 years 1 month)

Customer Service / File Maintenance

Kroger

Jan 2010 - Jan 2011 (1 year 1 month)

Gen Operator/Tester

CTDI

May 2011 - Jan 2013 (1 year 9 months)

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