Open to opportunities

Rosemary Kirwa

@rosemarykirwa

I am a client-focused account and technical support specialist boosting enterprise onboarding, compliance, and customer success.

Kenya

Message

What I'm looking for

I seek a remote-friendly role focusing on enterprise account management, technical onboarding, and compliance where I can drive adoption, collaborate cross-functionally, and grow customer lifetime value.

I am a client-focused account manager and technical support specialist with 5+ years managing enterprise clients across EMEA, focused on smooth onboarding, adoption, and long-term customer satisfaction.

I regularly analyze customer data to identify growth opportunities, prepare performance reports for management, and coordinate with product, support, and compliance teams to resolve client issues and improve loyalty.

My background includes technical verification and KYC compliance, maintaining HR databases, leading training for new hires, and serving as the main contact for high-value healthcare and e-commerce clients handling escalations and upselling initiatives.

I work with HubSpot and Salesforce, Excel and basic SQL, and I communicate fluently in English and Kiswahili; I am motivated to bridge technical and business teams to deliver proactive support and measurable client success.

Experience

Work history, roles, and key accomplishments

Current

Account Manager

Current

Peleza International

Oct 2024 - Present (10 months)

Manage enterprise EMEA accounts, driving onboarding, adoption, and long-term customer satisfaction while coordinating product, support, and compliance to resolve issues. Analyze customer data to identify growth opportunities and present performance insights to management.

Account Management Technical Onboarding Client Success Data Analysis CRM (Hubspot Salesforce)Cross Functional Collaboration Reporting Compliance

Verification Specialist

Peleza International

Mar 2023 - Nov 2023 (8 months)

Conducted technical verification of client credentials and compliance checks, delivering accurate reports and maintaining HR databases to support enterprise clients. Liaised with internal compliance teams to ensure regulatory requirements were met.

KYC Compliance Data Entry Reporting Quality Assurance

Customer Relations Assistant

Adevia Health

Aug 2021 - Aug 2022 (1 year)

Served as primary contact for high-value healthcare clients, managing onboarding, complaints, and escalations while partnering with sales, marketing, and product to resolve customer needs. Led new-hire training to raise service delivery standards.

Client Relations Onboarding Escalation Management Training Cross Functional Collaboration CRM Communication Customer Retention

Customer Service Sales Representative

Jumia Kenya

Mar 2020 - Aug 2021 (1 year 5 months)

Managed inbound customer calls resolving technical and product queries while supporting upselling initiatives and maintaining detailed interaction logs. Improved customer satisfaction through timely resolution and product guidance.

Inbound Upselling CRM Escalation Management

Customer Service Representative

Nouveta Limited

Apr 2019 - Feb 2020 (10 months)

Handled billing complaints, processed refunds, and supported clients through escalations, maintaining accurate records and ensuring timely resolution. Collaborated with teams to improve customer support workflows.

Billing Support Customer Service Data Entry Communication CRM