Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Affiliations
References
Timeline
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MARY GIKONYO

MARY GIKONYO

Nairobi

Summary

Customer Success Specialist with considerable knowledge in areas such as client relationship management, product onboarding, and customer retention strategies. Skilled at identifying customer needs and providing effective solutions to enhance satisfaction and loyalty. Demonstrated ability to contribute positively to team dynamics while managing multiple priorities to meet deadlines. Notable impact includes improved customer experience and increased overall business growth in all roles held.

Overview

13
13
years of professional experience

Work History

Account Manager

Shara Technologies
Nairobi
09.2021 - Current
  • Functioned as the initial point of contact for customers, delivering prompt and professional support
  • Identified areas for improvement in the existing SaaS products and services based on customer feedback.
  • Collaborated with internal teams such as sales, engineering, and marketing to develop customized solutions for customers' needs.
  • Assisted customers in troubleshooting technical issues and escalated complex cases to the relevant departments.
  • Analyzed usage data to detect trends and identify opportunities for upselling and cross-selling products and services.

Customer Service Representative

Unateus Limited
Nairobi
11.2019 - 06.2021
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Conducted product training sessions (in-person and conference calls) to enhance user adoption of SaaS products.
  • Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
  • Answered customer inquiries and provided accurate information regarding products and services.

Sales & Marketing Consultant

Oriflame Sweden
11.2017 - 04.2019
  • Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
  • Increased sales by 25% over 12 months by offering consultation on products and services and applying customer service and upselling techniques.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.

Network Systems Administrator

Data Tech Services
01.2013 - 11.2016
  • Created patches and solutions to fix bugs in existing applications.
  • Planned and implemented complex internet and intranet applications on multiple platforms.
  • Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.

Education

Bachelor of Science - Counselling Psychology

Mount Kenya University
Thika, Kenya
07.2025

Associate of Science - Routing & Switching CCNA 1

Networking Academy
Nairobi, Kenya
08.2018

Associate of Science - Computer Networking

CISCO Academy
Nairobi, Kenya
03.2018

High School diploma -

Starehe Girls Centre
Kiambu
11.2009

Skills

  • Relationship management
  • Customer service
  • Client acquisition
  • Portfolio management
  • Account management
  • Product knowledge
  • Customer training

Languages

English (Fluent), Swahili (Fluent), German (Basics)

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Affiliations

  • Volunteer at Vitabu Vyetu 2018-2019
  • Best Performing Manager at Shara Technilogies - 2022
  • Volunteer at Conscious Kenya 2025

References

References available upon request.

Timeline

Account Manager

Shara Technologies
09.2021 - Current

Customer Service Representative

Unateus Limited
11.2019 - 06.2021

Sales & Marketing Consultant

Oriflame Sweden
11.2017 - 04.2019

Network Systems Administrator

Data Tech Services
01.2013 - 11.2016

Bachelor of Science - Counselling Psychology

Mount Kenya University

Associate of Science - Routing & Switching CCNA 1

Networking Academy

Associate of Science - Computer Networking

CISCO Academy

High School diploma -

Starehe Girls Centre

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