AUAnn User
@annuser
Detail-oriented Order Management and Dispute Resolution Specialist.
KenyaWhat I'm looking for
I am an experienced Order Management and Dispute Resolution Specialist with a strong background in e-commerce operations and customer support. Over the years, I have honed my skills in optimizing sales processes, managing inventory, and fostering vendor relations. My expertise in data analysis and workflow management has enabled me to streamline order processing systems, significantly reducing disputes and enhancing customer satisfaction.
In my current role at 365 Holdings, I have successfully processed and verified global customer orders, achieving a 40% reduction in order-related complaints. My proactive approach to communication and problem-solving has resulted in a 97% resolution rate for lost shipments. I am passionate about leveraging my skills to drive operational excellence and contribute to the success of a growth-oriented organization.
Experience
Work history, roles, and key accomplishments
Order Management & Disputes Specialist
365 Holdings
Apr 2020 - Present (5 years 2 months)
Managed global customer orders and disputes, enhancing customer satisfaction by reducing complaints by 40%. Streamlined order fulfillment processes and improved communication across multiple time zones, achieving a 97% resolution rate for lost shipments.
Sales Operations Specialist
Westcon Comstor
Sep 2019 - Mar 2020 (6 months)
Validated and processed customer purchase orders, reducing errors by 30%. Managed financial holds and improved workflow efficiency while maintaining real-time sales order tracking for enhanced visibility.
Order Processing Specialist
East African Breweries Ltd
Oct 2016 - Aug 2018 (1 year 10 months)
Managed over 120 daily orders and resolved customer queries, enhancing satisfaction and operational efficiency. Collaborated with teams to improve service levels and maintain order accuracy.
Client Relations Representative
Diageo (ABSC-BPO)
Jun 2015 - Jul 2018 (3 years 1 month)
Increased sales and customer retention by 50% through effective relationship management. Led a direct order capture project that improved operational efficiency by 90% and resolved product quality concerns.
Order Processing Officer
Genpact Limited
Jun 2015 - Oct 2016 (1 year 4 months)
Processed customer orders and managed queries regarding order statuses. Collaborated with logistics to reduce delivery delays by 18% while maintaining high service levels through effective communication.
Social Media Intern
Nation Media Group
Jun 2012 - Sep 2012 (3 months)
Assisted in managing social media accounts, contributing to content creation and engagement strategies to enhance brand visibility.
Customer Experience Intern
National Housing Corporation
Dec 2010 - Jan 2011 (1 month)
Supported customer service initiatives, assisting in resolving inquiries and enhancing overall customer experience.
Education
Degrees, certifications, and relevant coursework
JTJomo Kenyatta University of Agriculture and Technology
Bachelor of Mass Communication, Mass Communication
JTJomo Kenyatta University of Agriculture and Technology
Diploma in Mass Communication, Mass Communication
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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