AMANN MUHOYA
@annmuhoya1
I am dynamic customer service professional with a deep understanding of CRM principles.
KenyaWhat I'm looking for
I am a dedicated customer service professional with over a decade of experience in the telecommunications industry. Currently, I work at Safaricom PLC as a Customer Experience Executive, where I manage customer inquiries and provide Level 2 technical support. My role involves utilizing CRM tools such as Zendesk and Siebel to enhance service delivery and ensure customer satisfaction. I take pride in building and maintaining positive relationships with customers and partners, contributing to customer intelligence research, and developing strategies for improved customer experiences.
Previously, I served as a Manager at NINI’S LTD, an Airtel franchise outlet, where I oversaw resource utilization, stock management, and franchise performance. My experience also includes working as a Customer Service Executive at Airtel Networks Kenya, where I focused on sales maximization and training distributor sales agents. My strong interpersonal skills and customer-centric approach have consistently driven positive outcomes in my roles.
Experience
Work history, roles, and key accomplishments
Customer Experience Executive
Safaricom PLC
Oct 2013 - Present (11 years 8 months)
Dynamic customer service professional with over 10 years of experience in managing customer inquiries using CRM tools like Zendesk and Siebel. Provides Level 2 technical support for enterprise customers, resolves recurring technical issues, and enhances service delivery. Acts as the initial point of contact for customer inquiries and contributes to customer experience development strategies.
Manager
NINI’S LTD - AIRTEL FRANCHISE OUTLET
Apr 2012 - Oct 2013 (1 year 6 months)
Managed resources, personnel, and inventory for an Airtel franchise outlet. Monitored performance, gathered customer intelligence, and ensured optimal stock management. Developed distribution networks and maintained excellent customer care service while identifying new business opportunities.
Customer Service Executive
AIRTEL NETWORKS KENYA LTD
Mar 2009 - Sep 2011 (2 years 6 months)
Responsible for selling Airtel products and services, training distributor sales agents, and coordinating after-sale services. Maximized sales by creating an excellent selling environment and understanding customer needs.
Education
Degrees, certifications, and relevant coursework
Moi University
Master of Science, Communication Studies
Currently pursuing a Master of Science in Communication Studies with a focus on Public Relations.
Kenya Institute of Management
Post Graduate Diploma, Public Relations Management
2009 - 2010
Completed a Post Graduate Diploma in Public Relations Management, focusing on effective communication strategies and public relations practices.
MUMakerere University
Bachelor of Arts, Social Sciences
2003 - 2007
Earned a Bachelor of Arts in Social Sciences, covering various aspects of social dynamics and human behavior.
Wantech Computer College
International Computer Driving License, Computer Applications
2003 - 2003
Achieved an International Computer Driving License (ICDL), demonstrating proficiency in computer applications and digital literacy.
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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