AMannette mukami
@annettemukami
Computer Science graduate and customer-experience specialist blending IT support and ride-hailing operations.
KenyaWhat I'm looking for
I am a Computer Science graduate with hands-on experience in IT support, networking, and software development, having worked across telecommunications and customer service sectors. I bring practical skills in troubleshooting, Active Directory, VPNs, and system configuration from an internship at Adrian Kenya.
As a customer-facing professional at CCI Kenya and Teleperformance, I resolved inquiries across phone, email, and chat, supported riders and drivers for a ride‑hailing platform, and consistently focused on empathy, clear communication, and timely issue resolution. I have experience onboarding drivers, handling trip disputes and payment issues, and improving user experience in fast-paced environments.
I am dependable, self-driven, and a collaborative team player who leverages data-driven insights to enhance customer service and operational efficiency. I hold a degree in Computer Science and Cisco networking certifications, and I am committed to continuous technical and customer-service growth.
Experience
Work history, roles, and key accomplishments
TESupported Bolt riders and drivers by resolving trip disputes, payment and app issues, onboarding drivers, and ensuring policy compliance to maintain service quality and improve user experience in a high-volume mobility operation.
Customer Service Representative
CCI Kenya
Nov 2023 - Nov 2024 (1 year)
Handled customer inquiries across phone, email, and chat, de-escalated issues, documented interactions, reduced wait times, and performed upselling to improve customer satisfaction and retention.
IT Support Intern
Adrian Kenya
Oct 2022 - Dec 2022 (2 months)
Provided IT support during a school internship, configuring SSL-VPNs, upgrading CPE 4G router firmware, troubleshooting Microsoft Office and Active Directory issues, and assembling and maintaining computer systems to ensure optimal network performance.
Education
Degrees, certifications, and relevant coursework
Kenyatta University Cisco Networking Academy
Cisco CCNA Certifications, Networking
Completed CCNA1 Introduction to Networking; CCNA2 Switching, Routing, and Wireless Essentials in progress.
SUSt. Paul's University
Bachelor of Science, Computer Science
2020 - 2022
Completed a Bachelor degree in Computer Science with coursework and practical experience in networking, IT support, and software development.
SUSt. Paul's University
Diploma in Computer Science, Computer Science
2018 - 2018
Completed a Diploma in Computer Science with foundational training in computing principles and practical IT skills.
Mwarese Girls' Secondary School
Kenya Certificate of Secondary Education (K.C.S.E.), General Secondary Education
2012 - 2016
Completed secondary education and obtained the Kenya Certificate of Secondary Education (K.C.S.E.).
The Kelvins Junior School
Kenya Certificate of Primary Education (K.C.P.E.), Primary Education
2004 - 2011
Completed primary education and obtained the Kenya Certificate of Primary Education (K.C.P.E.).
Availability
Location
KenyaAuthorized to work in
Job categories
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