Open to opportunities

Maryann Muchugia

@maryannmuchugia

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Customer Experience Executive specializing in client onboarding, SLA management, and cross-team support.

Zimbabwe

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What I'm looking for

I’m looking for a role where I can own the customer journey—onboarding, support, and SLA/KPI tracking—while collaborating cross-functionally to improve processes and satisfaction, and supporting leadership with clear communication and reliable execution.

I’m a Communication Specialist and Customer Experience Executive with over 6 years of experience in Customer Experience, Content Management, Client Support, and Executive Administration. I manage client relationships end-to-end—ensuring smooth adoption, timely issue resolution, and clear stakeholder communication across support channels.

In my most recent role, I successfully onboarded and trained clients on the Boya platform, coordinating product understanding and smooth day-one usage. I managed customer interactions across Intercom, WhatsApp, email, online chat, and calls, while monitoring and maintaining SLAs and customer satisfaction metrics across all support channels.

I also coordinate cross-functional collaboration by partnering with technical engineers to resolve system issues efficiently and reduce turnaround time. Beyond support, I contributed to SOP creation, KPI tracking, quarterly reporting, and shift scheduling, and I supported senior leadership through Executive Assistant responsibilities—streamlining communication between CEOs, clients, and partners while preparing invoices, quotations, and event documentation.

Experience

Work history, roles, and key accomplishments

Customer Experience Executive

Boya Ltd

Jan 2023 - Jan 2026 (3 years)

Onboarded and trained clients on the Boya platform, improving adoption and product understanding. Managed customer support across Intercom, WhatsApp, email, live chat, and calls, maintained SLA and customer satisfaction metrics, and coordinated with technical engineers to reduce turnaround time.

Customer Onboarding client support Intercom WhatsApp Cross Functional Collaboration Sales Lead Escalation

Executive Assistant

Universal Middle East Awards, Events & Management (UAE)

Oct 2019 - Oct 2020 (1 year)

Managed CEO communications by screening calls and emails, coordinating meetings, preparing agendas, and taking minutes. Liaised with partners and clients on CEO-led project updates, and handled event bookings, budgeting, and invoicing/receipts.

Executive Administration Stakeholder Management Invoicing Quotations event support Budgeting Office Operations

Call Center / Customer Support Agent

Popote Payments

Feb 2018 - Sep 2019 (1 year 7 months)

Provided customer support via calls, emails, live chat, and CRM systems, resolving issues by coordinating with internal teams and escalating urgent matters. Maintained CRM ticket data to resolution and trained/coached new support staff while reporting daily performance and issues.

Customer Support Live Chat Support Email Support Customer Escalation Staff Training performance reporting

Telesales Executive

CIO East Africa

Aug 2017 - Jan 2018 (5 months)

Conducted outbound telesales outreach to directors and senior executives to promote products and services. Drove subscriptions and event engagement for the CIO monthly magazine through targeted relationship-building with decision-makers.

Telesales Outbound Calling Lead Generation Relationship Building Account Engagement Event Promotion Subscription Sales