Looking for a job

Maurine User

@maurineuser2

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I grow client retention, renewals, and revenue through proactive customer experience management.

Kenya

Message

What I'm looking for

I'm looking for a client-facing role where I can strengthen customer relationships, improve retention and renewals, resolve service issues, and uncover account-growth opportunities through cross-functional collaboration.

At Securex Agencies Limited, I manage client portfolios from onboarding and service delivery through retention and maintenance contract renewals. I achieved 92% customer satisfaction, maintained 95%+ SLA compliance, and contributed to a 20% revenue uplift through upselling and cross-selling.

I proactively engage clients ahead of contract expiry, coordinate quotations and proposals, resolve escalations, and identify service gaps and account-growth opportunities. I work closely with Sales, Operations, Finance, and Management to deliver client commitments and maintain accurate CRM records.

Previously, I supported customer relationships, onboarding, commercial documentation, and repeat business at McDave Holdings Limited and Mebel Group Limited. I also use Advanced Excel, Power BI, and SQL to support operational reporting and decision-making.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Experience Specialist

Current

Securex Agencies Limited

Apr 2024 - Present (2 years 5 months)

Manage a portfolio of clients, oversee the client lifecycle, and drive contract renewals and account growth. Achieved 92% customer satisfaction, 95%+ SLA compliance, and contributed to a 20% revenue uplift.

Customer Relationship Management Account Management Contract Renewal Upselling Cross Selling CRM Salesforce Customer Satisfaction SLA Management Escalation Management

Customer Experience Executive

McDave Holdings Limited

Jan 2023 - Apr 2024 (1 year 3 months)

Managed customer relationships across multiple channels, supported onboarding and retention, and identified upsell opportunities. Prepared commercial documentation and coordinated with internal teams to resolve service issues.

Customer Relationship Management Customer Onboarding Upselling Cross Selling Quotations Proposals CRM SLA Management Customer Feedback

Sales & Administrative Assistant

Mebel Group Limited

Jan 2022 - Dec 2022 (11 months)

Supported sales, client relationship management, and account administration. Prepared commercial documentation and followed up with prospects to support conversion and retention, contributing to a 20% increase in repeat business.

Sales Support Customer Relationship Management Quotations Proposals Contract Management Customer Retention Sales Reporting