Ann

ANN KATHAMBI MIRITI Phone: - | Email:-| Address: Nairobi, Kenya. LinkedIn: https://www.linkedin.com/in/ann-kathambi/ PROFESSIONAL SUMMARY Customer Service Leader with over 9 years of experience driving customer satisfaction, team performance, and operational excellence in high-volume environments. Proven success in managing contact center operations, coaching customer service teams, optimizing service processes, and leading quality assurance initiatives. Strong communicator with a passion for mentoring, problem-solving, and enhancing the customer journey across multiple channels.Skilled in B2C and B2B SKILLS Process Optimization Customer Journey Mapping Customer Success Management Customer Engagement and On-boarding CRM Systems (Zendesk, Freshdesk, Clickup, Jira) Retention and Churn Mitigation Quality Assurance & Compliance Feedback Gathering and Analysis Performance Monitoring & Coaching Call Center Operations Capacity Planning SLA & KPI Management Customer Experience Manager Yellow Card Limited | Remote | Sept 2021 – Present Key Responsibilities: Analyze escalation trends, identifying opportunities for process improvements. Serve as the primary liaison between product, engineering, and support teams to provide evidentiary product feedback. Partner with the Director of Support to explore new service delivery solutions, community support, and AI-driven automation. Leverage insights to refine Customer Support Training & Knowledge, driving continuous improvement. Coaching and mentoring team members to improve service delivery, encourage career development, and foster a customer-centric culture. Design and implement leadership development and training programs to boost team performance and succession planning. Develop and deliver engaging support training programs, equipping agents to become high-potential product experts. Collaborate cross-functionally to support timely and effective resolution of customer escalations. Monitoring customer interactions and leveraged data-driven insights to refine support processes and improve customer satisfaction. Reporting on key customer experience metrics and used storytelling techniques to communicate insights and drive strategic decisions at the executive level. Customer Experience Team Lead Tala /Hybrid 09/2019 to 08/2021 Key Responsibilities: ● Progressively promoted through multiple roles, overseeing daily operations for a high-performing customer support team. ● Managed a team of 30+ agents, supervising scheduling, workflows, leave management, and overall team performance. ● Led quality assurance initiatives including evaluating customer interactions, sharing agent feedback, and refining service macros for consistency. ● Collaborated with Team leads and Training Managers to develop impactful training sessions and coaching programs. ● Spearheaded agent development through regular one-on-one coaching, performance reviews, and career growth initiatives. ● Designed agent incentives to boost motivation and exceeded SLA and CSAT targets. ● Regularly presented performance reports and customer experience insights to senior leadership. Team Leader & QA Analyst: Rabona Group | May 2015 – Jul 2015 Key Responsibilities: ● Supervised a team of 12 agents, ensuring efficient task delegation, SLA adherence, and balanced workload distribution. ● Conducted detailed call quality assessments and shared feedback to promote performance improvement and service excellence. ● Mentored team members through one-on-one coaching sessions focused on growth, communication skills, and customer engagement. ● Identified process bottlenecks and recommended enhancements that improved operational flow and customer satisfaction. ● Collaborated with leadership to align team initiatives with customer experience and retention goals. ● Created performance reports and leveraged metrics to drive accountability and inform strategic coaching. ● Supported succession planning efforts by identifying high-potential team members for development opportunities. EDUCATION Bachelor of Commerce | Egerton University TOOLS Slack, Asana, Trello, Zoom, Google Suite, Microsoft Office, Microsoft Teams. Certifications B2B Partnership,Saleforce