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 (3 years 5 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
Africa Nazarene University
Bachelor of Mass Communication, Mass Communication (Print & Public Relations)
Completed studies in Mass Communication with a focus on Print & Public Relations.
Africa Nazarene University
Diploma, Public Relations
Completed a diploma program in Public Relations.
Alison
Certificate, Negotiation
Completed a course in Negotiation Mastery.
LinkedIn Learning
Certificate, Artificial Intelligence
Completed coursework in AI Essentials.
Alison
Certificate, Stakeholder Management
Completed a course in Stakeholder Management.
Coursera
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.
Coursera
Certificate, Data Analytics
Completed a professional course in Data Analytics.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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