Annah N.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Annah M. is a seasoned Customer Service Specialist with over five years of experience marked by leadership and quality assurance excellence. She has been instrumental in call center operations, with a focus on CRM tools and maintaining service excellence through effective communication and problem-solving. Annah has a proven track record in fostering positive customer interactions and achieving performance targets across industries such as travel and retail. Her role as a Customer Service Agent at Solvo Global involved overseeing inbound and outbound communications related to vehicle service updates and emergency support, highlighting her aptitude in handling customer inquiries effectively. Annah's career also includes noteworthy contributions as a Floor Support Manager at Wilsa Supermarket and in roles requiring quick resolution of escalated customer issues. Her strong leadership skills are evident in team coordination and mentorship across various customer service settings, underscored by her technical proficiency in MS Office Suite and call center software.
Experience
Customer Service Agent
Solvo global · 2026 — PresentReceived inbound calls from customers about vehicle breakdowns, provided updates on case progress and service. Handled outbound calls to confirm service details and reassure distressed customers. Coordinated with providers by dispatching job details and confirming service completion. Processed payments and arranged alternative transport for stranded customers. Offered empathetic assistance during roadside emergencies and monitored case progress to ensure timely resolutions.Customer Specialist
Dyninno Travel Agent · 2026 — 2026Responded to customer inquiries through various communication channels and monitored feedback. Handled ticket exchanges on platforms such as Sabre, Galileo, Apollo, and Amadeus. Addressed customer issues and facilitated solutions, particularly during flight disruptions.Customer Service Agent
CCI Kenya · 2024 — 2026Provided exceptional support to customers through multiple communication channels and maintained low call resolution times. Improved service delivery by monitoring customer feedback and managed escalated complaints to ensure positive outcomes. Collaborated with the quality team to align interactions with organizational standards, ensured accuracy in fare quotation, and met sales/revenue targets.Floor Support Manager
Wilsa Supermarket · 2023 — 2023Supervised daily operations to enhance customer satisfaction. Trained staff on product knowledge and service practices, managed escalated customer issues promptly, and conducted performance reviews. 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 — 2022Designed lesson plans tailored to student needs and conducted assessments to track performance improvement. Organized extracurricular activities and mentored students in personal development. Maintained records of achievements and coordinated with parents on academic concerns.Sales Agent
Makev Auto Spares · 2015 — 2015Promoted automotive spare parts and built customer relationships to drive repeat business. Provided product information on features and pricing, monitored competitor pricing, and processed transactions while maintaining sales records. Handled customer complaints effectively to ensure satisfaction.Quality Controller
Kenya Horticultural Exports · 2015 — 2015Inspected fresh produce for compliance with quality standards and monitored packaging processes. Prepared reports on quality issues and trained staff on handling procedures to maintain product quality. Ensured adherence to health and safety protocols.Preschool Teacher
Grace Educational Centre · 2014 — 2014Developed interactive lesson plans and organized classroom activities to stimulate early learning. Fostered a supportive environment, conducted assessments, and communicated progress with parents. Promoted teamwork among learners 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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