Maryann Muchugia

Open to opportunities

Customer Experience Executive

Customer Experience Executive specializing in client onboarding, SLA management, and cross-team support.

United Arab EmiratesCustomer Experience Executive at Boya Ltd

About

I’m a Communication Specialist and Customer Experience Executive with over 6 years of experience in Customer Experience, Content Management, Client Support, and Executive Administration. I manage client relationships end-to-end—ensuring smooth adoption, timely issue resolution, and clear stakeholder communication across support channels. In my most recent role, I successfully onboarded and trained clients on the Boya platform, coordinating product understanding and smooth day-one usage. I managed customer interactions across Intercom, WhatsApp, email, online chat, and calls, while monitoring and maintaining SLAs and customer satisfaction metrics across all support channels. I also coordinate cross-functional collaboration by partnering with technical engineers to resolve system issues efficiently and reduce turnaround time. Beyond support, I contributed to SOP creation, KPI tracking, quarterly reporting, and shift scheduling, and I supported senior leadership through Executive Assistant responsibilities—streamlining communication between CEOs, clients, and partners while preparing invoices, quotations, and event documentation.

Experience

Customer Experience Executive
Onboarded and trained clients on the Boya platform, improving adoption and product understanding. Managed customer support across Intercom, WhatsApp, email, live chat, and calls, maintained SLA and customer satisfaction metrics, and coordinated with technical engineers to reduce turnaround time.
Customer Onboardingclient supportIntercomWhatsAppCross Functional CollaborationSales Lead Escalation
Executive Assistant
Managed CEO communications by screening calls and emails, coordinating meetings, preparing agendas, and taking minutes. Liaised with partners and clients on CEO-led project updates, and handled event bookings, budgeting, and invoicing/receipts.
Executive AdministrationStakeholder ManagementInvoicingQuotationsEvent SupportBudgeting

Education

Fornax Institute
Completed a Spanish diploma certificate program at Fornax Institute.
Institute of Advanced Technology
Completed International Computer Driving License (ICDL 1) studies at the Institute of Advanced Technology.
University of Nairobi
Earned a Bachelor of Arts in Journalism, Media & Mass Communication with Second Class Honors (Upper Division).
St. Thomas Tigoni Secondary School
Completed secondary education and attained KCSE qualification.

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About

Experience

Customer Experience Executive

Onboarded and trained clients on the Boya platform, improving adoption and product understanding. Managed customer support across Intercom, WhatsApp, email, live chat, and calls, maintained SLA and customer satisfaction metrics, and coordinated with technical engineers to reduce turnaround time.

Customer Onboardingclient supportIntercomWhatsAppCross Functional CollaborationSales Lead Escalation

Executive Assistant

Managed CEO communications by screening calls and emails, coordinating meetings, preparing agendas, and taking minutes. Liaised with partners and clients on CEO-led project updates, and handled event bookings, budgeting, and invoicing/receipts.

Executive AdministrationStakeholder ManagementInvoicingQuotationsEvent SupportBudgeting

Education

Fornax Institute

Completed a Spanish diploma certificate program at Fornax Institute.

Institute of Advanced Technology

Completed International Computer Driving License (ICDL 1) studies at the Institute of Advanced Technology.

University of Nairobi

Earned a Bachelor of Arts in Journalism, Media & Mass Communication with Second Class Honors (Upper Division).

St. Thomas Tigoni Secondary School

Completed secondary education and attained KCSE qualification.

Maryann Muchugia

About

Experience

Customer Experience Executive

Executive Assistant

Education

Fornax Institute

Institute of Advanced Technology

University of Nairobi

St. Thomas Tigoni Secondary School

Maryann Muchugia

About

Experience

Customer Experience Executive

Executive Assistant

Education

Fornax Institute

Institute of Advanced Technology

University of Nairobi

St. Thomas Tigoni Secondary School

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