Looking for a job

Anne Munene

@annemunene

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I resolve high-volume customer inquiries and complaints across email, live chat, telephone, and CRM systems.

Kenya

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What I'm looking for

I'm looking for a customer care or customer experience role where I can resolve customer issues across CRM, email, live chat, and telephone channels while collaborating with teams to deliver timely, high-quality service.

I've supported customers at CCI Global, Safaricom, Emirates NBD Bank, and real estate and service businesses across Kenya and the UAE.

At CCI Global, I handled high volumes of email and live-chat inquiries, processed account updates and refunds, and maintained accurate CRM and ticketing records while meeting SLA, productivity, and quality expectations.

I've managed complaints from first contact through follow-up and resolution, identifying root causes, escalating complex cases, and coordinating with internal teams to resolve issues on time.

I bring a calm, empathetic, and solutions-focused approach to customer care, with experience across telephone, email, live chat, CRM administration, onboarding, documentation, and customer retention.

Experience

Work history, roles, and key accomplishments

Customer Experience Executive

CCI Global

Mar 2023 - May 2026 (3 years 2 months)

Provided customer support through email and live chat, responding promptly to high volumes of inquiries. Managed complaints, processed requests, and maintained accurate CRM records while meeting SLA and quality expectations.

Email Support Live Chat CRM Ticketing Systems Complaint Management Escalation Management SLA Compliance Quality Assurance Multitasking Documentation

Customer Relations Executive

Purple Dot International Ltd

Feb 2022 - Mar 2023 (1 year 1 month)

Responded to customer and investor inquiries through email, telephone, and in-person channels. Managed complaints from initial contact through resolution and maintained accurate CRM records.

Email Support Phone Support CRM Complaint Management Customer Follow up Documentation Cross functional Coordination

Business Development Executive

Solis Premium Service Office Suites

Feb 2021 - Dec 2021 (10 months)

Managed customer and prospective-client inquiries through email and telephone. Coordinated customer onboarding, maintained online listings, and supported email marketing activities.

Email Support Phone Support Customer Onboarding Email Marketing CRM Documentation

Sales Administrator

Saniplex Group

Nov 2019 - Apr 2020 (5 months)

Supported customers through email communication and CRM updates. Coordinated customer orders, follow-ups, and service-related requests while maintaining accurate records.

Email Support CRM Order Management Customer Follow up Documentation Escalation Management

CRM Administrator

Allsopp & Allsopp Real Estate

Dec 2017 - Oct 2018 (10 months)

Managed customer communication through CRM and email. Maintained accurate client records, documentation, and interaction histories while supporting customer retention.

CRM Email Support Documentation Customer Retention Proactive Communication Follow up

Customer Experience Executive

Safaricom PLC

May 2017 - Dec 2017 (7 months)

Provided customer support through call centre and back-office email channels. Investigated and resolved customer complaints and service issues while maintaining detailed records.

Call Center Support Email Support Complaint Resolution Documentation Escalation Management

Administrative Assistant

Ocean View Real Estate

Apr 2015 - Jan 2017 (1 year 9 months)

Managed customer communications and business correspondence. Scheduled appointments, coordinated daily office activities, and supported front-office customer service.

Administrative Support Customer Service Scheduling Correspondence Documentation

Call Centre Executive

Emirates NBD Bank

Mar 2012 - Mar 2015 (3 years)

Handled 100+ customer interactions daily through telephone, email, and CRM systems. Assisted with banking inquiries, service requests, and account-related concerns while supporting fraud prevention and KYC processes.

Call Center Support Phone Support Email Support CRM Banking Operations Fraud Prevention KYC Customer Service Quality Assurance

Administrative Assistant / Customer Service Officer

Equity Bank Ltd

Nov 2009 - Nov 2011 (2 years)

Assisted customers with account and loan inquiries. Managed customer appointments, documentation, and service requests while supporting daily branch operations.

Customer Service Banking Operations Loan Processing Documentation Appointment Scheduling Administrative Support