Stacy Mureithi
@stacymureithi
Customer Experience Specialist and Account Manager driving retention and satisfaction through data-driven service.
KenyaWhat I'm looking for
I am a results-driven Customer Experience Specialist and Account Manager with over 6 years of experience across hospitality, aviation, and consulting. I combine empathy, organization and clear communication to build trusted client relationships and resolve complex issues.
At MSC Cruises I managed service delivery for 100+ high-value clients weekly, achieved a 95% satisfaction rate, trained new team members, and implemented a feedback tracking system that increased positive online reviews by 40%.
Previously at Swissport Kenya I supported 200+ daily passengers, improved satisfaction ratings by 25%, maintained 100% on-time departures through cross-functional coordination, and achieved a 95% first-contact resolution rate.
I am skilled in CRM systems (Salesforce, Zendesk, Zoho), remote collaboration tools (Asana, Slack, G-Suite) and data-driven process optimization. I seek roles where I can enhance customer retention, streamline operations and scale human-centered experiences.
Experience
Work history, roles, and key accomplishments
Customer Experience Lead
MSC Cruises
Jan 2023 - Present (2 years 9 months)
Managed service delivery for 100+ high-value guests weekly, achieving a 95% satisfaction rate, reducing wait times by 30%, and increasing positive online reviews by 40% through a guest feedback tracking system.
Customer Experience Specialist
Swissport Kenya Limited
Oct 2018 - Dec 2022 (4 years 2 months)
Delivered end-to-end customer service for 200+ daily passengers, improving satisfaction ratings by 25%, achieving 95% first-contact resolution, and increasing upsell conversions by 15% while supporting on-time departures.
Customer Success Assistant
Strimid Consulting
Mar 2018 - Sep 2018 (6 months)
Served as first point of contact for 100+ daily clients, improving satisfaction scores by 20%, reducing missed inquiries by 30%, and implementing systems that cut document retrieval time by 40%.
Education
Degrees, certifications, and relevant coursework
AUAfrica Nazarene University
Bachelor of Mass Communication, Mass Communication (Print & Public Relations)
Completed studies in Mass Communication with a focus on Print & Public Relations.
AUAfrica Nazarene University
Diploma, Public Relations
Completed a diploma program in Public Relations.
ALAlison
Certificate, Negotiation
Completed a course in Negotiation Mastery.
LinkedIn Learning
Certificate, Artificial Intelligence
Completed coursework in AI Essentials.
ALAlison
Certificate, Stakeholder Management
Completed a course in Stakeholder Management.
COCoursera
Certificate, Project Management
Completed the Google Project Management professional certificate.
LinkedIn Learning
Certificate, Customer Experience / Journey Mapping
Completed coursework in Customer Journey Mapping.
African Leadership University (African Leadership)
Certificate, Salesforce Administration
Completed Salesforce Administrator training through African Leadership programs.
COCoursera
Certificate, Data Analytics
Completed a professional course in Data Analytics.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
Interested in hiring Stacy?
You can contact Stacy and 90k+ other talented remote workers on Himalayas.
Message StacyFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
