Mary Mwaura
@marymwaura2
I resolve high-volume customer needs accurately across banking, admissions, IT helpdesk, and education support.
KenyaWhat I'm looking for
I've supported customers, parents, students, and banking clients across education, financial services, admissions, and IT helpdesk environments for more than 17 years.
In banking client services and operations, I handled 150–170 client interactions daily at 99.9% accuracy, managed CRM-based inquiries, completed account audits, and automated a weekly service dashboard that reduced turnaround from three days to under two hours.
At Barclays Bank of Kenya, I supported a cluster of eight branches with client-facing administration, dashboards, and management information reporting. I was selected for the Barclays Bank of Kenya Talent Program and named Best Colleague across a 10-branch hub.
More recently, I've been the primary contact for parents and families in education settings, managing questions, updates, scheduling, and concerns through ClassDojo and Zoom. I'm comfortable with async work, defined SLAs, remote tools, and aligning with US business hours.
Experience
Work history, roles, and key accomplishments
Client & Stakeholder Support
Braeside School, Cavina School, Brookhouse School, Mt. Kenya
Jan 2020 - Jan 2026 (6 years)
Served as primary point of contact for parents, managing queries and updates via ClassDojo and Zoom. Supported up to 3 families in private tutoring, managing scheduling and expectations directly.
Family & Household Operations Manager
Self-directed
Jan 2017 - Jan 2020 (3 years)
Managed full-time scheduling, logistics, and vendor coordination, including event planning for a hospitality business and seasonal school-holiday programs.
Provided administrative and client-facing support across a cluster of 8 branches, assisting Regional/Branch and Sales Managers. Prepared dashboards and MI reports for service and sales performance tracking.
Banking Client Services & Operations Specialist
Banking Sector
Jan 2007 - Jan 2014 (7 years)
Handled high-volume client transactions and CRM-based inquiries at 99.9% accuracy, averaging 150-170 interactions per day. Automated a weekly service dashboard, cutting reporting turnaround from 3 days to under 2 hours.
Student Admissions & Support Advisor
Institute of Advanced Technology
Jan 2005 - Jan 2007 (2 years)
Acted as first point of contact for prospective students, guiding them through admissions queries and enrollment. Built a custom intake database that sped up processing time by 20%.
IT Helpdesk Support Analyst
Corporate IT Infrastructure Services
Jan 2003 - Jan 2005 (2 years)
Resolved technical support tickets within defined SLA windows, establishing a foundation in ticket-based, metrics-driven support work.
Education
Degrees, certifications, and relevant coursework
University of Nottingham
Postgraduate Certificate in Education, Education
2020 - 2021
Pursued a Postgraduate Certificate in Education (International) with a focus on teaching and learning strategies.
Jomo Kenyatta University of Agriculture and Technology
Bachelor of Science, Information Technology and Management
1999 - 2004
Earned a Bachelor of Science in Information Technology and Management, covering IT systems and business management.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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