Annah M.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Annah M. is a highly experienced Customer Service Specialist, boasting over five years of expertise in fostering robust customer relationships and enhancing service delivery in high-pressure environments. With a notable background in leadership and quality assurance, she has excelled in roles such as a Customer Specialist at Dyninno Travel Agent, delivering solutions for flight disruptions and managing customer inquiries through platforms like Sabre and Amadeus. Her tenure as a Customer Service Agent for the JetBlue campaign at CCI Kenya involved maintaining exemplary service levels and driving revenue through accurate fare quotations. Annah’s experience extends to the retail industry as a Floor Support Manager at Wilsa Supermarket, where she implemented strategies to optimize operations and trained staff on service etiquette. Her analytical acumen and leadership skills are evident through her ability to monitor and enhance call quality standards, ensuring service excellence across her roles. Annah holds a Diploma in Aeronautical Engineering from Eldoret Aviation Training Institute and is proficient in using CRM tools and the MS Office Suite.
Experience
Customer Specialist
Dyninno Travel Agent · 2026 — 2026Responded to customer inquiries through various communication channels, monitored customer feedback, handled ticket exchanges using platforms such as Sabre, Galileo, Apollo, and Amadeus, de-escalated customer issues, and managed flight disruptions including cancellations and delays.Customer Service Agent
CCI Kenya · 2024 — 2026Provided exceptional support to customers through multiple communication channels, maintained below average call resolution times according to company standards, monitored customer feedback for service enhancement, and managed escalated complaints for positive outcomes. Worked closely with the quality team to ensure compliance with organizational standards, maintained accuracy in fare quotations and revenue collections, achieved call efficiency and service level targets, and engaged in company activities to improve customer experience.Floor Support Manager
Wilsa Supermarket · 2023 — 2023Oversaw daily operations on the floor to ensure customer satisfaction, trained staff on product knowledge and service etiquette, monitored inventory and managed restocking, resolved escalated customer issues, conducted performance reviews, and implemented strategies for optimizing store layout and sales processes while ensuring compliance with safety and hygiene standards.Teacher (Mathematics, CRE & Music)
Toto Grace Education Centre · 2019 — 2022Developed and implemented lesson plans tailored to student needs, conducted assessments to evaluate student performance, organized extracurricular activities, mentored students in personal development, maintained records of student achievements, collaborated with parents to discuss academic concerns, and led school choir activities.Sales Agent
Makev Auto Spares · 2015 — 2015Promoted and sold automotive spare parts, built relationships with repeat customers, provided detailed product information and pricing, monitored competitor pricing, processed transactions, resolved customer complaints, and participated in promotional campaigns to enhance market visibility.Quality Controller
Kenya Horticultural Exports · 2015 — 2015Inspected fresh produce for quality compliance, monitored packaging processes for accuracy, prepared detailed reports on quality issues, trained staff on handling procedures, communicated with supervisors to resolve production challenges, ensured adherence to health and safety protocols, and contributed to minimizing product losses through effective oversight.Preschool Teacher
Grace Educational Centre · 2014 — 2014Created interactive lesson plans for preschool children, organized classroom activities to support early learning, fostered a nurturing environment, conducted assessments for developmental milestones, communicated progress with parents, promoted teamwork among students, and maintained a clean learning space.
Skills & Expertise
Education
- Diploma in Aeronautical EngineeringELDORET AVIATION TRAINING INSTITUTE · 2016 — 2018
- Kenya Certificate of Secondary EducationNYAANI SECONDARY SCHOOL · 2010 — 2013
- Kenya Certificate of Primary EducationNGULUI PRIMARY SCHOOL · 2001 — 2009
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