Open to opportunities

Maureen Kwamboka

@maureenkwamboka

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Customer Support & Retention Specialist with 4+ years of experience.

Kenya

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What I'm looking for

I am looking for a role that values customer engagement and offers opportunities for growth.

I'm a dedicated Customer Support & Retention Specialist with over four years of experience in e-commerce, SaaS, and insurance sectors. My expertise lies in reducing subscription churn and increasing customer retention through high-quality support. I have a proven track record of contributing to revenue growth by delivering exceptional service and utilizing tools like Gorgias, Zendesk, and Shopify effectively.

In my current role as a Brand Concierge Specialist at TalentPop, I manage subscription churn and cancellations while focusing on sales support for clients. I excel at recovering abandoned carts and providing personalized e-commerce support. My ability to build rapport and drive upsells through tailored communication strategies has been recognized, and I consistently maintain high CSAT ratings in remote work environments.

Throughout my career, I have developed strong problem-solving skills and adaptability, allowing me to thrive in fast-paced settings. I am passionate about enhancing the customer journey and collaborating with internal teams to improve product experiences. I am eager to bring my skills and experience to a new opportunity where I can continue to make a positive impact.

Experience

Work history, roles, and key accomplishments

Current

Brand Concierge Specialist

Current

TalentPop

Apr 2025 - Present (5 months)

Managed subscription churn, cancellations, and customer retention with a strong focus on sales support for Talent Pop USA clients. Recovered abandoned carts and delivered personalized e-commerce support through Gorgias, Shopify, and Loop.

Gorgias Shopify Hubstaff Customer Retention Upselling

Customer Support Specialist

TalentPop

Sep 2024 - Apr 2025 (7 months)

Delivered fast, human-centered support for e-commerce clients via email and ticketing systems. Used Gorgias, Shopify, and Loop to resolve order issues, returns, and customer complaints.

Gorgias Shopify Customer Support Ticketing Systems

Customer Executive Associate

Majorel Kenya

Nov 2020 - Jun 2024 (3 years 7 months)

Offered email, chat, and phone support for Bolt ride-hailing and food delivery services for the UK market using Zendesk and Beehive. Resolved escalated cases efficiently while ensuring high client satisfaction and retention.

Zendesk Customer Support Escalation Management Performance Tracking

Telesales / Appointment Setter

Britam Insurance

Sep 2020 - Feb 2022 (1 year 5 months)

Qualified leads and set up insurance consultations through cold and warm calling. Maintained detailed lead and sales records in Excel and Word.

Lead Qualification Cold Calling Warm Calling Microsoft Excel Microsoft Word Customer Retention

Telesales Agent

Jumia Kenya

Jan 2020 - Sep 2020 (8 months)

Engaged customers via X-Cally for product promotions and order follow-ups. Increased client acquisition through persuasive communication and upselling techniques.

X Cally Customer Engagement Upselling Cross Selling Sales Calls Customer Acquisition

Education

Degrees, certifications, and relevant coursework

ALX Africa

Certificate, Virtual Assistant

Completed a Virtual Assistant Certificate program through ALX Africa. Gained practical skills and knowledge essential for virtual administrative support roles.

Google Skills for Africa

Certificate, Digital Marketing

Acquired a Fundamentals of Digital Marketing certificate from Google Skills for Africa. Developed core competencies in digital marketing strategies and tools.