Maryanne Maina
@maryannemaina
Customer support specialist with 15+ years of experience.
KenyaWhat I'm looking for
I’m a customer support professional with 15+ years of experience supporting customers across phone, email, and CRM platforms in fast-paced environments. I’m experienced in customer issue resolution, basic troubleshooting, account support, and system navigation assistance, and I focus on accurate documentation and fast, dependable outcomes.
In my current role as a Brand Concierge Specialist at goPure Beauty / TalentPop (Remote), I provide customer support through email and CRM systems while maintaining high customer satisfaction standards. I assist with order management, subscriptions, account concerns, product questions, and post-purchase support, and I investigate and resolve concerns by reviewing account details, order history, and internal documentation.
Before this, I worked as a Customer Support Agent at JetBlue Airways (CCI Kenya SEZ), managing 50–80+ inbound customer interactions per shift. I helped customers with bookings, cancellations, itinerary changes, and loyalty account support, performed basic troubleshooting for booking and payment-related issues, investigated across multiple internal systems, and escalated technical or complex issues with proper documentation—consistently meeting KPIs for satisfaction, response time, and quality assurance.
Experience
Work history, roles, and key accomplishments
Brand Concierge Specialist
Talentpop
Mar 2025 - Present (1 year 2 months)
Provided email-based customer support focused on subscription saving and recovery to reduce churn and improve retention. Delivered personalized product recommendations and exceeded KPIs for retention, response times, and customer satisfaction using CRM to track interactions and outcomes.
Brand Concierge Specialist
GoPure Beauty / TalentPop
Mar 2025 - Present (1 year 2 months)
Provided customer support via email and CRM systems, handling order management, subscriptions, account concerns, and post-purchase questions. Investigated customer issues using account details and internal documentation, maintained accurate support records, and met response-time, retention, and customer-satisfaction KPIs.
Business Development Representative
Hodi Inc
Nov 2024 - Feb 2025 (3 months)
Engaged prospective customers through outbound phone and email communication, identifying needs and providing relevant product and service information. Maintained accurate CRM records and coordinated with internal teams to support onboarding and follow-up processes.
Managed 50–80+ inbound customer interactions per shift for bookings, cancellations, itinerary changes, and loyalty account support. Performed basic troubleshooting, investigated issues across internal systems, and escalated complex cases with accurate follow-up documentation while meeting customer-satisfaction, response-time, and QA KPIs.
Coordinated communication between clients, creative teams, and vendors to support successful project delivery. Managed campaign timelines and reporting, supervised account executives, and prepared client updates and performance feedback.
Account Executive
DaVinci The Agency
Mar 2011 - Dec 2013 (2 years 9 months)
Managed client communication and coordinated project execution with internal teams to ensure timely delivery of requests and updates. Supported campaign planning and reporting through consistent follow-up and administrative coordination.
Education
Degrees, certifications, and relevant coursework
JETBLUE UNIVERSITY, ONLINE
Certificate in Customer Support, Customer Support
2023 -
Completed a Certificate in Customer Support with JetBlue University (online) during 2023.
Regional Center for Tourism and Foreign Studies
Diploma, Mass Communication
Completed a Diploma in Mass Communication from the Regional Center for Tourism and Foreign Studies.
Kenya Institute of Counselling and Business Studies
Diploma, Counselling Psychology
Completed a Diploma in Counselling Psychology from the Kenya Institute of Counselling and Business Studies.
Regional Center for Tourism and Foreign Studies
Diploma in Mass Communication, Mass Communication
Completed a diploma in Mass Communication at the Regional Center for Tourism and Foreign Studies.
Kenya Institute of Counselling and Business Studies
Diploma in Counselling Psychology, Counselling Psychology
Completed a diploma in Counselling Psychology at the Kenya Institute of Counselling and Business Studies.
Compuera College
Certificate in IT, IT
2004 - 2004
Completed a Certificate in IT at CompuerA College in 2004.
Compuera College
Certificate, Information Technology
2004 -
Completed a Certificate in IT at Compuera College in Nairobi during 2004.
JetBlue University
Certificate, Customer Support
Earned a Certificate in Customer Support from JetBlue University.
JetBlue University
Certificate in Customer Support, Customer Support
Completed a certificate in Customer Support through JetBlue University.
KENYA INSTITUTE OF COUNSELLING AND BUSINESS STUDIES, NAIROBI
Diploma in Counselling Psychology, Counselling Psychology
2018 - 2019
Earned a Diploma in Counselling Psychology from the Kenya Institute of Counselling and Business Studies in Nairobi from 2018 to 2019.
REGIONAL CENTER FOR TOURISM AND FOREIGN STUDIES, NAIROBI
Diploma in Mass Communication, Mass Communication
2004 - 2006
Completed a Diploma in Mass Communication at the Regional Center for Tourism and Foreign Studies in Nairobi from 2004 to 2006.
COMPUERA COLLEGE, NAIROBI
Certificate in IT, Information Technology
2004 -
Completed a Certificate in IT at CompuerA College in Nairobi during 2004.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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