Ann Ngira

Oversee a team of customer support representatives, ensuring exceptional client experience and timely resolution of issues. Monitor performance, provide coaching, and collaborate with WFM, HR, and payroll to improve retention and service levels.

Conducted quality audits using tools like Rise and Klaus, performed service analysis, and created development plans for agents. Delivered training programs and monitored agent performance to ensure quality standards.

Addressed customer inquiries via live chat, email, and calls, providing solutions and maintaining a professional attitude. Contributed to process improvement and ongoing training efforts.

Collected and analyzed data for text, audio, image, and video annotation, including linguistic data in German. Labeled data for machine learning and ensured compliance with data privacy regulations.

Developed digital marketing strategies, created content for digital channels, and managed social media and email marketing campaigns. Oversaw paid advertising on platforms like Google Ads and Facebook Ads.

Certified Salesforce Associate with a Mastercard Foundation Scholarship.

Completed a course in Digital Marketing and E-Commerce.

Certified German speaker with demonstrated understanding of complex texts and technical discussions.

Bachelor of Arts in Linguistics, Media, and Communications.