AAAnnette Adhiambo
@annetteadhiambo
Customer Support Specialist with over six years of experience.
KenyaWhat I'm looking for
I am a dedicated Customer Support Specialist with over six years of experience in BPO, call centers, and customer-facing roles. My journey has been defined by a commitment to delivering exceptional service and resolving complex issues with empathy and efficiency. I have honed my skills in cross-platform support through voice calls, live chats, email, and social media, ensuring that every customer interaction is positive and productive.
At SunCulture, I excelled as a Senior Customer Support Executive, achieving a remarkable 95% customer satisfaction rate. My role involved collaborating with various departments to resolve customer issues and supervising customer service agents to meet our care goals. I take pride in my ability to build strong relationships and deliver tailored solutions that drive brand loyalty in fast-paced environments. My proficiency in tools like Zendesk, Salesforce, and Freshdesk has been instrumental in managing escalated tickets and achieving SLA compliance.
Throughout my career, I have consistently surpassed expectations, whether leading a team at Jumia Kenya or providing expert support at CCI Kenya. I am passionate about continuous improvement and actively seek opportunities to enhance customer service processes. I look forward to bringing my expertise and enthusiasm to a new role where I can contribute to a team focused on excellence in customer support.
Experience
Work history, roles, and key accomplishments
Senior Customer Support Executive-Back Office
SunCulture
Jun 2023 - Mar 2025 (1 year 9 months)
Provided exceptional service to customers, leading to a 95% customer satisfaction rate, and collaborated with relevant departments for issue resolution. Assisted in supervising customer service agents, ensuring achievement of customer care goals, and participated in the training and onboarding of new agents. Supported the QA team by auditing calls and generating reports.
Customer Support Executive
SunCulture
Jun 2022 - Jun 2023 (1 year)
Provided expert support, consistently achieving customer satisfaction rates of 95% and building customer trust by surpassing SLA. Maintained a positive, empathetic, and professional attitude toward customers, and provided feedback on the efficiency of the customer service process.
Customer Service Team Captain
Jumia Kenya
Mar 2020 - May 2022 (2 years 2 months)
Led morning briefings for over 15 team members to align on daily priorities and updated end-of-shift sales records, ensuring 100% data consistency. Delegated different customer service tasks to team members based on individual strengths and achieved call center KPIs, driving improvements in metrics like AHT, FCR, and CSAT.
Call Center Representative
CCI Kenya
Oct 2017 - Mar 2020 (2 years 5 months)
Delivered timely support for over 50 daily customer interactions through phone and email, maintaining SLA performance above 95%. Provided product and service information to customers and proactively conducted follow-up calls to ensure issue resolution.
Customer Support
Copia Kenya
Dec 2016 - Aug 2017 (8 months)
Provided multi-channel customer support through inbound/outbound calls, chat, email, and social media. Worked closely with and assisted the logistics team during transit, enabling seamless order placement for customers and driving sales efficiency.
Field Sales Associate
Copia Kenya
Nov 2015 - Nov 2016 (1 year)
Recruited and developed agents to sell a wide range of non-perishable products, and attended sales meetings with clients to pitch company products and services. Identified and developed new business through networking and follow-up calls, achieving individual sales targets and actively contributing to team goals.
Education
Degrees, certifications, and relevant coursework
ATHENA ACADEMY
Executive Assistance Training, Executive Assistance
Completed specialized training in executive assistance. Developed skills essential for supporting high-level executives and managing administrative tasks efficiently.
Kenyatta University
Bachelor’s degree, Foods, Nutrition, and Dietetics
Grade: Second class honors, upper division
Pursued a Bachelor's degree focusing on foods, nutrition, and dietetics. Gained comprehensive knowledge in food science, human nutrition, and public health aspects.
Kericho School of Professional Studies
Certificate, Computer Packages
Completed a certificate program in computer packages. Developed foundational skills in essential computer applications and software.
Moi Siongiroi Girls Secondary School
Kenya Certificate of Secondary Education (K.C.S.E), General Studies
Grade: Mean grade of B-
Achieved the Kenya Certificate of Secondary Education. Completed a comprehensive secondary school curriculum.
Tenwek Boarding Primary School
Kenya Certificate of Primary Education (K.C.P.E), General Studies
Grade: 383 marks out of 500
Obtained the Kenya Certificate of Primary Education. Completed foundational primary education.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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