Open to opportunities

Annah Ndungi

@annahndungi

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Customer service specialist focused on quality assurance, leadership, and customer satisfaction.

Kenya

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What I'm looking for

I want to use my customer service and leadership experience to deliver operational excellence, improve call quality standards, and elevate customer satisfaction. I’m excited to mentor teams, analyze performance data, and exceed service and sales metrics.

I’m a dynamic customer service professional with over 5 years of experience leading and improving call center operations through quality assurance. I’m known for creating positive customer interactions, strengthening service delivery, and helping teams hit performance targets.

In customer-facing roles, I’ve handled inquiries across multiple channels, maintained call resolution time below company benchmarks, and monitored customer feedback to improve service delivery. I’ve managed escalated complaints to drive positive outcomes, and I’ve achieved clear service results such as 100% accuracy in fare quotation and meeting call efficiency targets of over 90% and service levels above 80%, while keeping call abandon rate between 8%–10% per shift.

I also bring hands-on leadership experience as a Floor Support Manager, where I supervised daily floor operations to ensure customer satisfaction. I trained and mentored staff on product knowledge and service etiquette, coordinated restocking, managed escalated customer issues, and conducted performance reviews with actionable feedback.

I’m motivated by operational excellence—analyzing call quality standards, using data to evaluate team performance, and continuously finding ways to maximize customer experience. I work confidently with Google Workspace, Microsoft Office, CRM tools, and call center software, and I continuously build my skills through ongoing learning in communication systems and leadership.

Experience

Work history, roles, and key accomplishments

Customer Experience Agent

Dyninno Travel Agency

Jan 2026 - Mar 2026 (2 months)

Sold tickets and guided customers through travel journeys, upselling travel care services to support revenue goals. Monitored customer feedback to improve service delivery.

Ticketing Upselling Sales Target Achievement

Customer Service Agent

CCI Kenya

May 2024 - Jan 2025 (8 months)

Handled JetBlue campaign customer inquiries across communication channels, maintaining call resolution below benchmarks. Achieved 100% accuracy in fare quotation and maintained call efficiency over 90%, service levels above 80%, and call abandon rate of 8%–10% per shift.

Customer Service Call Center QA CRM Tools Service Level Management performance reporting

Floor Support Manager

Wilsa Supermarket

Jan 2023 - Jun 2023 (5 months)

Supervised daily floor operations to ensure customer satisfaction and timely resolution of escalated issues. Trained and mentored staff, monitored inventory for restocking, and implemented strategies to optimize store layout and sales processes.

Team Leadership Staff Training Store Operations Performance Reviews

Math/CRE/Music Teacher

Toto Grace Education Centre

Jan 2019 - Jan 2022 (3 years)

Designed and delivered lesson plans and assessments to monitor and improve student performance. Coordinated with parents on academic concerns and led the school choir and organized music events.

Lesson planning Assessments Classroom Management Mentoring Record keeping Choir Music Event Delivery

Sales Agent

Makev Outo Spares

Jun 2015 - Nov 2015 (5 months)

Promoted and sold automotive spare parts, building relationships with repeat customers to drive ongoing business. Maintained accurate sales records, monitored competitor pricing, and resolved customer complaints efficiently.

Automotive Sales Customer Relationship Management Complaint Resolution

Quality Controller

Kenya Horticultural Exports

Jan 2015 - May 2015 (4 months)

Inspected fresh produce and monitored packaging processes to ensure compliance with quality standards and consistency. Prepared quality reports, trained staff on handling procedures, and helped minimize product losses through effective oversight.

Quality Reporting Staff Training Food Safety Compliance Process Monitoring

Preschool Teacher

Grace Educational Centre

Jan 2014 - Nov 2014 (10 months)

Developed interactive lesson plans and organized classroom activities to support early learning and development. Communicated progress to parents and maintained a clean, well-organized learning environment.

Early Childhood Education Lesson planning

Education

Degrees, certifications, and relevant coursework

Eldoret Aviation Training Institute

Diploma in Aeronautical Engineering, Aeronautical Engineering

2016 - 2018

Activities and societies: Relevant coursework: Communication Systems; Leadership in Technology; Problem Solving in Technical Environments; MS Office.

Completed a Diploma in Aeronautical Engineering at Eldoret Aviation Training Institute. Coursework included communication systems, leadership in technology, problem solving in technical environments, and MS Office.

Nyaani Secondary School

Kenya Certificate of Secondary Education, Secondary Education

2010 - 2013

Grade: C

Earned the Kenya Certificate of Secondary Education (KCSE) from Nyaani Secondary School. Achieved grade C, with emphasis on Mathematics, English, and Geography.

Northwood College of Business and Computing

Certificate in Microsoft Office Applications, Microsoft Office Applications

2015 -

Activities and societies: Proficient in MS Word, Excel, PowerPoint, and Outlook.

Completed a Certificate in Microsoft Office Applications at Northwood College of Business and Computing. Built proficiency in MS Word, Excel, PowerPoint, and Outlook.