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Anne Thairu

@annethairu

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Tech-savvy Customer Support Specialist with a passion for problem-solving.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated Customer Support Specialist with a strong background in communication and problem-solving. My experience spans various customer service channels, including live chat, email, and phone support, where I have consistently delivered exceptional service. I pride myself on my ability to handle customer inquiries effectively, ensuring a positive experience for every client.

Throughout my career, I have demonstrated a commitment to continuous learning and improvement. At Mosan Technologies Limited, I achieved a customer satisfaction rate of over 98% while managing high volumes of inquiries. My proactive approach to resolving technical issues and streamlining workflows has led to significant improvements in team efficiency and customer retention. I am eager to contribute my skills and knowledge to a dynamic organization that values customer experience and innovation.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Mosan Technologies Limited

Jan 2023 - Present (2 years 6 months)

Delivered outstanding customer service across live chat, email, and ticketing platforms, maintaining a 98%+ customer satisfaction rate while managing over 100 inquiries per day. Spearheaded the resolution of technical and transactional issues tied to digital wallets and payment gateways, reducing resolution time by 30% and boosting team efficiency.

Zendesk Live Chat Email Support Ticketing Systems Payment Gateways Customer Satisfaction Workflow Optimization SLA Management Data Analysis

Customer Support Agent

Betkisure Betting Company

Mar 2019 - Present (6 years 4 months)

Resolved over 85% of client queries on first contact by offering clear, polite, and professional assistance across phone and in-person interactions. Handled 30+ inbound leads weekly, assisted in onboarding new clients, and updated CRM systems to ensure accurate data tracking.

CRM Systems Onboarding Customer Engagement Market Research Refunds Customer Retention Communication Problem Solving

Real Estate Customer and Sales Representative

AHCOF Investment Company Limited

Jun 2018 - Present (7 years 1 month)

Followed up with prospective buyers and supported marketing and sales efforts for residential units. Provided timely follow-up and personalized client communication, to support the sales team by contributing to a 25% increase in conversion rates.

Sales Support Marketing Support Client Communication Lead Nurturing Customer Satisfaction Real Estate Advertising Client Relationship Management Consultancy

Office Administrator & Personal Assistant

Numen Healthcare Pvt Limited

Apr 2016 - Present (9 years 3 months)

Managed executive communications including scheduling, handling confidential emails and calls, drafting correspondence, and preparing presentations for internal and external stakeholders. Organized and maintained accurate office records, filing systems, and internal databases to ensure data accuracy and easy retrieval.

Executive Support Communication Record keeping Database Management Logistics Coordination Expense Reporting Procurement Bookkeeping

Education

Degrees, certifications, and relevant coursework

Graffins College

Graduate Diploma, Marketing

Completed a Graduate Diploma in Marketing at Graffins College. This program provided a comprehensive understanding of marketing principles and strategies.

Graffins College

Certificate, Front Office Management

Undertook training in Front Office Management at Graffins College, gaining skills in administrative and customer service operations. This course focused on efficient office procedures and client interaction.

Graffins College

Certificate, Microsoft Office

Completed Microsoft Office Courses at Graffins College, enhancing proficiency in essential office software. This training improved skills in document creation, data management, and presentations.

Online Training & Certificates

Certificate, Various IT and Business Skills

Acquired various online training and certificates including Data Entry and Techniques, IT Support Training, Google Workspace, and Intuit Academy Bookkeeping. These certifications provided specialized skills in data management, technical support, and financial record-keeping.