MAUREEN MUITIRIRI
EDUCATION
Kenya Utalii College| Hospitality and Tourism School. Nairobi, Kenya
Higher Certificate in Food and Beverage Sales and Service. May 2019- Sep 2022
• Relevant Coursework: Information and Communications Technology,
Entrepreneurship, Sales and Marketing, Tourism, Human Relations, Food and
Beverage production, control and service.
Generation Kenya Mombasa, Kenya
Certificate in Freelance and Admin Support Work. Oct 2023 – Feb 2024
• Relevant Coursework: Social Media Management and Digital Marketing.
African Leadership Experience Remote
Certificate in Virtual Assistant. July 2024 – Sept 2024
• Relevant Coursework: Leadership, Business and Marketing, AI Tools and
Technologies, Google Workspace, Share Holder Management and CRM, Project
Management, Travel Management, and Research.
WORK EXPERIENCE
CUSTOMER SERVICE AND SALES
Weston Hotel — Nairobi, Kenya
Guest Relations and Sales Agent Intern
Jun 2021 – Sep 2021
• First Point of Contact: Managed inbound guest inquiries via phone and in-person, ensuring
exceptional customer service and enhancing overall satisfaction, which aligns with the client-
facing nature of the Client Success Manager role.
• Accurate Information Provider: Assisted guests in making informed decisions about hotel
services, contributing to a seamless guest experience—skills easily transferable to presenting
and selling the portal’s offerings to clients.
• Issue Resolution: Addressed and resolved guest complaints professionally, reinforcing a
positive hotel reputation, which directly translates to managing client expectations and
satisfaction.
• KPI Focused: Collaborated with the team to meet daily KPIs, focusing on call handling
time and customer satisfaction scores, highlighting an ability to work efficiently and achieve
sales goals.
Food Hut Hotel — Nairobi, Kenya
Guest Relations and Sales Agent
Oct 2021 – Nov 2021
• Proactive Communication: Engaged customers through multiple channels, utilizing
effective communication skills to identify and meet their needs—skills directly relevant to
client outreach and sales.
• Revenue Contributor: Implemented upselling techniques, contributing to increased
revenue, a crucial skill for driving sales of the portal’s paid plans to clients in various
industries (hotels, restaurants, museums, etc.).
Giraffe Manor — Nairobi, Kenya
Guest Relations
Dec 2021 – Jan 2022
• Personalized Experiences: Delivered tailored services that exceeded expectations,
showcasing strong problem-solving abilities—skills that will be valuable in customizing
solutions for clients on the portal.
• Sales Achievement: Actively sought upselling opportunities during guest interactions,
resulting in a 20% increase in revenue, demonstrating the sales drive and creativity needed for
selling paid plans to clients on the platform.
SOCIAL MEDIA CONTENT CREATION AND MANAGEMENT
Scooper News — Remote
UGC Content Creator
Jan 2022 – Aug 2023
• Platform Optimization: Successfully enhanced platform performance by remaining current
with algorithm changes, deploying relevant hashtags and keywords to elevate organic reach
by 20%. This ability to adapt to digital platforms and measure success would aid in selling
and promoting content on the I Must Visit portal.
• Strategic Planning: Developed content calendars and targeted goals to increase engagement
by 30%, optimizing performance to achieve a 25% increase in website traffic—skills that can
be applied to driving visibility for client promotions on the portal.
• Content Creation and Curation: Curated and created compelling user-generated content
(UGC), boosting reach by 35%, generating 250 user-submitted posts, and propelling website
traffic by 12%. This experience reflects the creativity needed to generate interest and value for
clients' listings on the platform.
EXECUTIVE WORK
GULI— Remote Virtual Assistant
Feb 2023 – Jun 2024
• First Point of Contact: Managed user inquiries and provided troubleshooting assistance via
email and chat, demonstrating excellent communication skills and ensuring timely resolutions
to enhance user satisfaction.
• Organizational Skills: Leveraged Google Workspace for calendar management, data
organization, and task prioritization, ensuring streamlined processes that boosted operational
efficiency and time management.
• Customer Engagement: Maintained high responsiveness and support, using empathy and
problem-solving abilities to engage with users, build positive relationships, and resolve issues
quickly and effectively.
SKILLS
• Languages: English (Native), Kiswahili (Native)
• Technical Skills: Google Workspace, Zendesk, Slack, Salesforce, Click Up
• Soft Skills: Excellent problem-solving, strong communication skills, effective time
management, multitasking, client relationship building.
