Open to opportunities

Anittah Kerubo

@anittahkerubo

Message

Customer service executive delivering high-resolution support and strong client relationships.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can use CRM expertise and empathetic communication to improve satisfaction, resolve issues quickly, and support team-driven service excellence.

I am a customer service executive with a consistent record of resolving high-priority issues and improving client satisfaction. I bring hands-on experience managing customer interactions across calls, chat, email and social media with a 95% resolution rate.

At Safaricom PLC I handled diverse client portfolios, documented interactions in CRM systems, escalated appropriately, and hosted virtual meetings to de-escalate conflicts and build trust. I am adaptable, proactive, and comfortable working in fast-paced environments.

Earlier roles include administrative and SAP controller responsibilities where I improved operational efficiency, reduced service cancellations, and supported cross-functional teams. I have trained employees in customer service techniques and data entry, and I leverage tools like SAP and Google Sheets to drive accurate reporting.

I prioritize empathetic communication, timely follow-up, and continuous improvement to deliver measurable customer satisfaction gains. I seek to contribute these strengths to a team focused on service excellence and strong client outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Representative

Current

Safaricom PLC

Aug 2017 - Present (8 years 2 months)

Delivered multi-channel customer support (calls, email, chat, social) achieving a 95% resolution rate for high-priority issues and reducing service cancellations through timely SLA-driven actions.

Customer Service Live Chat Support Email Support Escalation Management Data Entry SLA Management

Administrative Assistant

Saving Forest

Jan 2014 - Jul 2017 (3 years 6 months)

Managed office operations including scheduling, procurement, travel coordination and supported workshops and correspondence to improve cross-functional communication.

Office Administration Scheduling Travel Coordination Procurement Data Entry Google Workspace

SAP Controller

Nairobi Bottlers Limited

Feb 2013 - Dec 2013 (10 months)

Used SAP for stock control and data management, improving operational efficiency by 15% and reducing service cancellations by 10% through better inventory and vendor coordination.