Open to opportunities

Ann Njoki

@annnjoki3

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Customer Support Specialist and aspiring Data Analyst.

Kenya

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What I'm looking for

I am looking for a remote role that offers opportunities for growth and values data-driven decision-making.

I am a Customer Support Specialist with a strong aspiration to transition into Data Analysis. With a background in Actuarial Science, I have developed a keen analytical mindset that drives my passion for data-driven decision-making. My experience includes providing exceptional customer service remotely, where I have consistently achieved a satisfaction rate of over 95% by effectively handling inquiries across various channels.

During my tenure as a Customer Service Representative at Safaricom, I assisted over 80 customers daily, addressing mobile service and billing issues while maintaining high service quality ratings. My internship with the Murang’a County Government allowed me to hone my data analysis skills, where I utilized tools like Excel, Power BI, and SQL to deliver actionable insights that supported critical decision-making in health and infrastructure.

I am committed to continuous learning and am currently enhancing my skills through a Data Analytics Bootcamp. I am eager to leverage my customer support experience and analytical skills in a dynamic role that values data-driven insights.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Various Clients

Mar 2024 - Present (1 year 3 months)

Handled customer inquiries via email, chat, and social media with a 95%+ satisfaction rate. Authored internal knowledge base articles and customer FAQs to streamline support.

Zendesk Freshdesk Customer Support Email Support Chat Support Social Media Management

Customer Service Representative

Safaricom

Sep 2023 - Dec 2023 (3 months)

Assisted over 80 customers daily on mobile services, billing issues, and technical concerns. Maintained high service quality ratings throughout contract duration.

Customer Service CRM Mobile Billing Support Technical Support Quality Assurance

Data Analysis Intern

Murang’a County Government

Jan 2023 - Apr 2023 (3 months)

Analyzed public sector data using Excel, Power BI, and SQL queries. Delivered insights through visual dashboards and written reports.

Excel Power BI SQL Data Analysis Data Visualization Report Writing Public Sector

Education

Degrees, certifications, and relevant coursework

Murang’a University of Technology

Bachelor of Science, Actuarial Science

Completed a Bachelor of Science in Actuarial Science. Gained foundational knowledge in statistical analysis, financial mathematics, and risk assessment relevant to the actuarial field.