Open to opportunities

Mary Makumi

@marymakumi1

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Customer support specialist and virtual assistant with 7+ years supporting US companies.

Kenya

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What I'm looking for

I seek remote roles supporting US time zones where I can deliver multichannel customer support, manage administrative tasks, and contribute to high customer satisfaction in a collaborative, growth-oriented team.

I am a solution-driven Customer Support Specialist and Virtual Assistant with over seven years' experience supporting US-based companies and Kenyan organizations. I excel in multichannel customer service, executive administrative support, scheduling, and CRM documentation while working independently in fast-paced remote environments.

Throughout my career I have delivered high customer satisfaction by resolving ticketing and service issues, managing high-volume interactions, and representing brands professionally across phone, email, chat, and SMS. I have led teams and mentored staff as Head of Customer Care and Sales, and consistently exceeded performance and sales targets in client-facing roles.

I am highly proficient with Zendesk and Intercom, Google Workspace, Slack, Zoom, and scheduling/live-chat platforms. I offer immediate availability for US time zones, a reliable home office setup with backup internet, and a commitment to continuous learning and dependable remote support.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

KwikDry Total Cleaning

Feb 2025 - Jan 2026 (11 months)

Represented the company across phone, email, and text, handling inquiries, scheduling and rescheduling appointments, and improving customer satisfaction through proactive reminders and accurate record keeping.

Multichannel Support Scheduling CRM Appointment Management Administrative Support Record keeping

Virtual Customer Support

JetBlue Airways

Apr 2023 - Feb 2025 (1 year 10 months)

Delivered phone, email, and chat support for passengers, resolving bookings, cancellations, baggage and ticketing issues while maintaining accurate records and exceeding customer satisfaction targets.

Phone Support Email Support Live Chat Ticketing CRM Customer Experience

Virtual Assistant

Boost Holding

Sep 2022 - Mar 2023 (6 months)

Provided administrative and customer communication support including scheduling, correspondence, document management, and coordination of meetings to ensure smooth operations.

Scheduling Calendar Management Document Management Customer Communications Google Workspace Administrative Support Meeting Coordination

Customer Care Representative

Boost Holding

Jan 2021 - Aug 2022 (1 year 7 months)

Delivered multichannel customer support and sales, managed call routing, maintained accurate customer records, and collaborated with supervisors to resolve complex issues.

Customer Support Sales Routing Data Verification Live Chat Email Support CRM

Sales Representative

Bidco Kenya

Sep 2019 - Dec 2020 (1 year 3 months)

Implemented sales strategies that drove revenue growth, built customer relationships from initial contact to post-sale support, and consistently exceeded sales targets.

Sales Strategy Account Management Revenue Growth

Head of Customer Care

NAJ Tracking Limited

Mar 2016 - Aug 2019 (3 years 5 months)

Led sales and merchandising teams, improved performance and inventory management, identified growth opportunities, and fostered team commitment to drive customer retention and revenue.

Team Leadership Sales & Management Inventory Management Customer Retention Mentoring Performance Improvement