AnnW

Customer & Administrative Service Representative

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About me

Customer service and administrative support professional with over four years of experience in client-facing roles and office operations. Skilled in handling customer inquiries through email, phone, and chat, resolving issues with empathy and professionalism, and ensuring satisfaction through timely follow-up. Experienced in administrative functions including documentation management, data entry, invoice monitoring, and reporting. Experienced in using digital tools such as Google Workspace, Jira, and CRM systems to maintain accurate records and streamline workflows. Strong communication skills, organizational ability, and a proactive approach to problem-solving, with a proven record of balancing multiple priorities while delivering high-quality results.

Education

2017: Bachelor of Economics and Statistics

Language(s)

FRENCH
ENGLISH

Skills

blog

Work Experience

June 2025 – Present: Customer Experience Executive – Optimise Outsourcing


- Provide multi-channel customer support (email, phone, chat, WhatsApp), resolving inquiries efficiently and maintaining high satisfaction levels.
- Manage after-sales service, onboarding, and follow-ups to improve customer engagement and retention.
- Maintain accurate customer records in CRM systems, ensuring data integrity and confidentiality.
- Prepare reports and update spreadsheets to support decision-making and service improvements.
- Collaborate with operations, sales, and support teams to resolve escalations and streamline workflows.
- Monitor customer feedback and recommend process improvements to enhance efficiency and service quality.

July 2021 – June 2025: Customer Service Representative – Teleperformance Kenya Ltd


- Delivered high-volume, multi-channel customer support, handling 100+ inquiries daily via phone, email, and chat.
- Managed case documentation in CRM systems, escalating unresolved issues and tracking them to resolution.
- Assisted customers with billing, order tracking, and account management queries.
- Generated performance and issue-tracking reports to support service improvement initiatives.
- Collaborated with internal teams to resolve technical issues and improve turnaround times.
- Maintained professionalism and empathy in high-pressure environments, contributing to improved customer satisfaction.

Oct 2023 – Dec 2023: Remote Extern (Consultant/Data Analyst) – Credera


- Conducted data analysis and developed reports to support global business operations.
- Assisted in documentation and knowledge-sharing for internal stakeholders.
- Collaborated remotely using digital tools while meeting project deadlines.