Open to opportunities

mary mueni

@marymueni

Customer Service Representative and Office Administrator focused on exceptional customer experiences and operational excellence.

Kenya

Message

What I'm looking for

I’m looking to step into a management role where my customer service strengths and administrative skills can drive team and operational success—improving processes, supporting customers, and ensuring consistently high satisfaction.

I’m an experienced Customer Service Professional skilled in customer service and office administration across multiple organizations. I’m recognized for delivering exceptional customer experiences, building strong relationships, and resolving complex issues that exceed expectations.

At KokoNetworks and Koko Service Points, I served as a point of escalation for complex customer problems and supported day-to-day front-counter operations. I provided technical assistance, handled orders/returns/exchanges, scheduled deliveries and faulty parts collections, and ensured customers received accurate after-sales service information.

Previously at Zuku Fiber, I handled customer inquiries across phone, email, and live chat while managing accounts, billing inquiries, and service activations/cancellations. I strengthened customer satisfaction through active listening, conflict management, and continued product knowledge, while also identifying upselling and cross-selling opportunities.

I bring administrative discipline from my government recruitment attachment experience, where I handled phone calls, responded to emails, maintained calendars, and filed essential documents. I also supported marketing and research work by collecting and updating data in Google Sheets—so I’m comfortable using customer systems and structured information to drive better outcomes. I’m eager to step into a management role where customer service expertise and growing admin capabilities can help lead teams and operations.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Koko Networks

May 2021 - Jan 2026 (4 years 8 months)

Provided technical assistance for cooker-related customer issues and handled customer inquiries through phone, email, and chat. Acted as escalation point for complex cases, scheduled deliveries and faulty parts collections, processed orders/returns/exchanges, and maintained accurate customer records.

Customer Service Technical Support Escalation Management Order Management Returns CRM Conflict Management Product Knowledge

Marketing & Research Assistant

Koko Marketing Team

Jun 2024 - Aug 2024 (2 months)

Supported the research and marketing team with data collection through outbound calls. Updated and maintained collected data in provided Google Sheets.

Data Collection Outbound Calling Google Sheets Administrative Support

Customer Service

Koko Service Points

Nov 2023 - Jun 2024 (7 months)

Offered frontline customer support with technical assistance and served as point of escalation for complex issues. Produced service point operation and agent-customer engagement reports, supported after-sales services, and maintained documentation and accurate customer records.

Customer Service Technical assistance Escalation Management After Sales Support Documentation Control Product Knowledge

Customer Service Representative

Zuku Fiber

Aug 2018 - Jan 2021 (2 years 5 months)

Handled customer service inquiries and served as an escalation point for complex issues across email and live chat. Managed customer accounts with order processing, service activations and cancellations, and billing inquiries, while providing technical support for internet, TV, and phone packages.

Customer Service Escalation Management Live Chat Support Email Support Account Management Billing Service Activations & Cancellations Technical Support Product Knowledge

Administrative Attachment

Ministry of Environment and Natural Resources (Menr)

May 2015 - Aug 2015 (3 months)

Supported administrative operations by handling phone calls and responding to emails on behalf of staff. Maintained calendars, evaluated existing practices, and filed essential documents to support daily workflow.

Phone Support Calendar Management Administrative Support Time Management Communication Record keeping

Development Inspection & Reporting

Ministry of Lands - Kilifi County

May 2014 - Aug 2014 (3 months)

Conducted development inspections and prepared reports. Completed related documentation to support reporting requirements for the assignment.

Report Writing Documentation

Education

Degrees, certifications, and relevant coursework

Digital Exchange Academy (DEXA)

Certificate, Virtual Assistance

Completed a Certificate in Virtual Assistance. Trained in virtual assistance skills used to support administrative and customer-facing tasks.

Mukaa Girls High School

Kenya Certificate of Secondary Education (KCSE), Secondary Education

Completed Kenya Certificate of Secondary Education (KCSE).

Pwani University

Bachelor's degree, Environmental Planning and Management

2016 -

Completed a bachelor's degree in Environmental Planning and Management. Focused on coursework aligned with environmental planning and management principles.