Open to opportunities

Maureen Mungara

@maureenmungara

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Technical Customer Support with a focus on service management, automation, and AI-driven solutions.

Kenya

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What I'm looking for

I am looking for a role that allows me to grow in Technical Customer Support service management, contributing to impactful projects in a collaborative environment.

I am a certified Technical Customer Support Virtual Assistant with a strong focus on providing reliable, high-level support to executives and businesses. I specialize in managing essential administrative and operational tasks, including calendar management, inbox triage, meeting coordination, travel planning, and documentation, ensuring your day-to-day operations run smoothly and efficiently. With a solid background in IT service support and customer communication, I excel at troubleshooting issues, streamlining workflows, and delivering exceptional client experiences. I thrive in fast-paced environments where organization, adaptability, and clear communication are key. I am committed to clarity, ownership, and accountability in everything I do, which builds trust and smooth collaboration with my clients. I value direct feedback and continuously seek growth opportunities, both professionally and in the partnerships I build. My goal is to be more than just a support assistant; I strive to be a dependable partner dedicated to your long-term success.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant – Customer Support

Current

Freelance

Feb 2023 - Present (3 years 2 months)

Managed 10+ client workflows simultaneously, improving task organization and execution efficiency.
Implemented automation systems that reduced repetitive administrative tasks by 30–40%.
Optimized email and task management systems, reducing response time delays by 25%.
Provided technical support for digital tools, increasing client productivity and system adoption.

Customer Service Email Communication Workflow Management Administrative Support Social Media Management Data Entry

Chat Moderator

Cloudworkers

Dec 2023 - Mar 2024 (3 months)

Provided customer service via email and chat, handling 50+ daily inquiries while maintaining high response quality.
Improved time management and workflow efficiency, reducing average response time by 30%.
Managed customer workflows and optimized support processes to enhance user experience.
Maintained 95%+ user satisfaction rate through timely and effective issue resolution.

Customer Service Chat Workflow Management Problem Solving Team Collaboration CRM Tools Quality Assurance Invoicing

IT - Service Management Specialist (Intern)

The Luke Hotel

Jun 2023 - Dec 2023 (6 months)

Provided technical support for hardware and software issues, ensuring minimal downtime. Installed and configured new hardware and software components, conducted network troubleshooting, and maintained technical documentation.

Hardware Software Installation And Troubleshooting Installation Technical Documentation User Account Setup

IT - Service Management Trainee

ALX

Jan 2023 - Jun 2023 (5 months)

Gained hands-on experience with IT infrastructure and networking. Supported helpdesk operations by troubleshooting technical issues and documented IT procedures.

Infrastructure Networking Help Desk Troubleshooting Documentation

Education

Degrees, certifications, and relevant coursework

Masinde Muliro University Of Science and Technology

Bachelor's Degree, Information Science

2018 - 2022

Completed a Bachelor's Degree in Information Science, focusing on the management and organization of information systems, data analysis, and information retrieval techniques.