# Mary Mwaura

Mary Mwaura is a remote worker on Himalayas, Client & Stakeholder Support at Braeside School, Cavina School, Brookhouse School, Mt. Kenya, based in Kenya.

Source: https://himalayas.app/@marymwaura2

```text
I resolve high-volume customer needs accurately across banking, admissions, IT helpdesk, and education support.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Kenya |
| Authorized to work in | Kenya |
| Salary expectations | 30k+ USD |
| Job categories | Customer Support Representative, Customer Support Representative, Client Services Specialist, Customer Success Specialist, Service Desk Analyst, Admissions Advisor, Operations Manager, Account Manager, Customer Support Agent, Customer Representative, Client Support Representative, User Support Representative, Service Support Representative, Support Representative, Customer Support Specialist, Customer Service Associate, Customer Support, Customer Service |
| Skills | Customer Support, Client Services, CRM, Client Onboarding, Customer Relationship Management, Audit, Data Validation, Reporting, Dashboard Automation, Customer Service SLA’S, IT Helpdesk, Ticket Management, Microsoft Teams, Slack, Trello, Asana, Notion, ClassDojo, Zoom, English, TEFL, Admissions Support, Scheduling, Vendor coordination, Windows, HelpDesk+ |

## What I'm looking for

```text
I'm looking for a remote, async-friendly customer support or client services role with clear SLAs, high-quality communication, and opportunities to apply my CRM, reporting, and high-volume support experience.
```

## About

```text
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

### Client & Stakeholder Support

Braeside School, Cavina School, Brookhouse School, Mt. Kenya. Jan 2020 - Jan 2026

```text
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.
```

Skills: ClassDojo, Zoom, Scheduling, Client-Relations

### Family & Household Operations Manager

Self-directed. Jan 2017 - Jan 2020

```text
Managed full-time scheduling, logistics, and vendor coordination, including event planning for a hospitality business and seasonal school-holiday programs.
```

Skills: Scheduling, Logistics, Vendor-coordination, Event-Planning

### Cluster & Branch Support Executive

[Barclays Bank of Kenya](https://himalayas.app/companies/barclays-com). Jan 2014 - Jan 2017

```text
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.
```

Skills: Dashboarding, Management-Information, Reporting, client-support

### Banking Client Services & Operations Specialist

Banking Sector. Jan 2007 - Jan 2014

```text
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.
```

Skills: CRM, Data-Validation, Compliance, Automation, Reporting

### Student Admissions & Support Advisor

Institute of Advanced Technology. Jan 2005 - Jan 2007

```text
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%.
```

Skills: Admissions, Database-Management, Customer-Service

### IT Helpdesk Support Analyst

Corporate IT Infrastructure Services. Jan 2003 - Jan 2005

```text
Resolved technical support tickets within defined SLA windows, establishing a foundation in ticket-based, metrics-driven support work.
```

Skills: IT-Support, Ticketing-Systems, SLA-Management

## Education

### University of Nottingham

Postgraduate Certificate in Education, Education. 2020 - 2021

```text
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

```text
Earned a Bachelor of Science in Information Technology and Management, covering IT systems and business management.
```

## Tech stack

- Microsoft Teams
- Windows
- Trello
- HelpDesk+

To contact Mary, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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