Looking for a job

Barbara Kirima

@barbarakirima

Message

I improve customer journeys and operational efficiency across shipping and logistics.

Kenya

Message

What I'm looking for

I'm looking for a customer experience or customer success role where I can improve customer journeys, resolve complex issues, strengthen cross-functional service delivery, and contribute to business growth.

At Maersk Kenya, I deliver customer support across phone, email, and live chat, resolve complex issues, and collaborate with sales, finance, and operations to improve service delivery. I also lead quarterly customer onboarding and manage case follow-ups in Salesforce CRM.

I've contributed to revenue through cross-selling and upselling and was recognized as CX Superstar in Q3 2024 and Q1 2025 for the highest upselling numbers in Eastern Africa. With earlier administrative experience supporting travel, events, procurement, and internal coordination, I bring a practical, relationship-focused approach to improving customer journeys.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Agent

Current

Maersk Kenya Limited

Jan 2019 - Present (7 years 8 months)

Delivered seamless support across phone, email, and live chat, resolving customer issues swiftly while maintaining satisfaction and brand loyalty. Recognized as CX Superstar for highest upselling numbers in the Eastern Africa Area.

Customer Relationship Management Salesforce Conflict Resolution Complaint Handling Stakeholder Engagement Cross Selling Upselling Process Optimization Communication Skills

Administrative Assistant

Maersk Kenya Limited

Jul 2014 - Dec 2018 (4 years 5 months)

Coordinated travel logistics, supported regional events, and managed inventory, vendor communication, and procurement processes. Delivered administrative support including meeting planning and minute taking.