ANN WAMBU
@annwambu
I resolve complex customer issues and improve service experiences in telecommunications and office operations.
KenyaWhat I'm looking for
At Safaricom PLC, I provide frontline support for customer queries, technical and service issues, orders, and follow-ups. I investigate problems, record actions accurately, troubleshoot issues, and take ownership through resolution or escalation.
I've built more than 20 years of customer service, administrative support, and client-facing experience across Safaricom PLC, J.W. Seagon, Bestline Express Kenya Limited, and Nalin Shah & Company.
In executive-support and administrative roles, I've coordinated meetings, travel, correspondence, reports, events, filing systems, and office operations. I also introduced practical improvements, including a medical-form consolidation process and a staff clocking system to support time management.
I'm known for professional communication, attention to detail, strong product knowledge, and connecting effectively with customers while collaborating with internal support teams.
Experience
Work history, roles, and key accomplishments
Customer Experience Executive
Safaricom PLC
Apr 2012 - Present (14 years 5 months)
Provide frontline customer support within one of Kenya's major telecommunications companies, handling customer queries, technical/service issues, orders and follow-up activities. Engage directly with customers, investigate issues, and escalate unresolved cases to appropriate teams.
Education
Degrees, certifications, and relevant coursework
Management University of Africa
Bachelor of Arts, Development Studies
2017 - 2020
Pursued a Bachelor of Arts in Development Studies, gaining knowledge in development theories and practices.
Kenya Utalii College
Certificate, Food & Beverage, Sales & Services
2004 - 2005
Studied Techniques in Food & Beverage, Sales & Services, gaining expertise in hospitality operations.
Cathedral Secretarial College, Nyeri
Diploma, Secretarial & Computer Training
1997 - 1999
Completed a Diploma in Secretarial & Computer Training, developing administrative and computer skills.
Naaro High School
High School Diploma, General Education
1993 - 1996
Attained the Kenya Certificate of Secondary Education (K.C.S.E.) at 'O' Level.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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