Maureen Muthoni

I'm a remote Customer Service Specialist based in Nairobi, Kenya, with 4+ years of experience delivering high-quality support across phone, live chat, and email in fast-paced e-commerce, retail, and financial services environments.

Most recently at Qona Sacco, I managed high-volume inbound calls and emails in a remote financial services environment — handling sensitive customer concerns with empathy, maintaining precise CRM records, and consistently meeting SLA requirements. At Caketown Kenya, I handled 100+ daily customer interactions across phone, live chat, and email maintaining 90%+ CSAT, guiding customers through order issues, refunds, and product troubleshooting while collaborating cross-functionally with operations teams. Earlier at Zidi Collections, I delivered first-contact resolution across high-volume tickets, maintained detailed support documentation, and followed structured escalation protocols to minimise resolution time.

I'm proficient in Zendesk, Freshdesk, HubSpot, Zoho, Gorgias, Shopify, and Slack. I hold a BSc in Strategic Management, a TEFL Certificate, and a CRM Basics certification. I'm immediately available, EST-aligned, and equipped with a reliable remote setup including 200 Mbps internet and a backup ISP. I take full ownership of every customer interaction from first contact to resolution and thrive in high-volume, fast-paced remote environments.