Open to opportunities

Marie User

@marieuser1

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Experienced customer experience manager driving satisfaction and business growth.

Kenya

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What I'm looking for

I am looking for a role that fosters innovation and values customer-centric strategies, with opportunities for professional growth.

I am a highly skilled professional with over a decade of experience in customer experience management, executive support, and relationship building across diverse industries. My expertise lies in designing and optimizing customer experience programs that enhance satisfaction and drive business growth. I excel at analyzing customer data and behaviors, translating insights into actionable strategies, and improving customer engagement through targeted initiatives.

Throughout my career, I have successfully led various projects, including the creation and rollout of the Jambojet Reward Program, which resulted in over 50,000 new member registrations within the first year. My commitment to sustainable practices has also led to significant reductions in carbon emissions and fuel costs. I am dedicated to fostering lasting relationships with stakeholders and ensuring a best-in-class customer experience across all touchpoints.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Jambojet

Jun 2019 - Present (6 years 1 month)

Successfully led the creation and rollout of the Jambojet Reward Program, collaborating with developers and internal teams to establish program processes, metrics, and benefits. Implemented a comprehensive marketing and digital strategy, resulting in over 50,000 new member registrations within the first year and earning the “New Product Launch of the Year” award.

Customer Experience Management Loyalty Programs Digital Strategy Marketing Campaigns Stakeholder Engagement Data Analysis CRM Project Management Customer Satisfaction

Executive Assistant to the CEO

Jambojet

Jan 2014 - May 2019 (5 years 4 months)

Successfully led the implementation of a new digital scheduling system, reducing executive meeting preparation time by 40% and boosting overall team productivity by 25%. Organized annual company retreats and corporate events, achieving a 95% satisfaction rating from attendees.

Executive Support Calendar Management Logistics Coordination Document Management Administrative Support Event Planning Confidentiality Office Management Automation Tools

Customer Experience Specialist

Sirius Financial Systems

Jan 2010 - May 2013 (3 years 4 months)

Increased CSAT scores by 25% over a 12-month period by implementing customer feedback analysis and optimizing complaint resolution processes. Reduced the average response time for customer inquiries by 40% through the introduction of automated workflows and prioritization systems.

Customer Experience Customer Relationship Management Technical Support Training Programs Customer Feedback Analysis Issue Tracking Data Analysis Financial Systems

Education

Degrees, certifications, and relevant coursework

The Management University of Africa

Bachelor of Arts, Management and Leadership

Currently pursuing a Bachelor of Arts in Management and Leadership. This program focuses on developing essential skills for effective leadership and strategic management.

University of South Africa

Bachelor of Arts, Communication Science

Completed a Bachelor of Arts in Communication Science. The curriculum covered various aspects of communication, enhancing analytical and interpersonal skills.

Jomo Kenyatta University of Agriculture and Technology

Diploma, Information Technology

Obtained a Diploma in Information Technology. This program provided foundational knowledge and practical skills in various areas of information technology.