ANN WANJIRU KARUGA
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Professional Summary
Dynamic and results-driven customer service professional with a proven track record in Ecommerce, banking, and tech industries. Skilled in managing high volumes of customer
inquiries, resolving complex issues, and enhancing client satisfaction. Extensive experience in
virtual support roles, compliance, financial administration, and stakeholder management. Proven
ability to drive business growth, improve operational efficiency, and deliver exceptional service
outcomes in fast-paced environments.
Core Competencies
Customer Service Management
Virtual Assistance.
Financial Administration
Stakeholder and Client Management
CRM & Helpdesk Tools (Shopify,
Zendesk, Gorgias, Shiphero)
Cross-Team Collaboration
Communication & Presentation
Professional Experience
Fulfillment Agent/Virtual Assistant, GTEcom, Netherlands. (Remote)
January 2025 – Present
Manage end-to-end order fulfillment, including verification, inventory checks, and
logistics coordination.
Liaise with internal teams, warehouses, and delivery partners to ensure smooth dispatch
and delivery.
Resolve post-purchase issues like delays, inventory gaps, and return requests promptly.
Provide real-time order updates and proactively communicate with customers on delivery
status.
Support virtual administrative tasks including inbox management, order tracking, and
customer follow-ups.
Customer Service Specialist, Talent Pop. (Remote)
February 2024 – December 2024
Utilizing Shopify, Zendesk, Gorgias, Loop, and Shiphero to track orders, provide updates,
and resolve issues, driving faster response times and improved customer retention.
Order Management: Assisting customers with placing, tracking, modifying, or canceling
orders while ensuring a seamless shopping experience.
Driving Process Improvements: Identifying recurring customer issues and providing
feedback to optimize workflows and enhance service delivery.
Managing 150+ customer emails daily and collaborating with internal teams to resolve
complaints efficiently, ensuring seamless outcomes and high customer satisfaction.
Customer Service Specialist, (Operations and Technology), Absa Bank Kenya.
October 2022 – February 2024
Efficiently handled urgent customer requests, including funds reversals, account blocking,
fraud alerts, and payment stoppages, reducing financial losses by 30%.
Followed KYC procedures to prevent identity theft and ensure compliance.
Resolved customer inquiries across calls, social media, and emails promptly and
effectively.
Managed CRM systems to handle 2,500+ requests monthly with a 98% resolution rate.
Maintaining up-to-date knowledge of products, services, and policies to provide
comprehensive support.
Customer Experience Executive (Retail Franchise), Safaricom PLC.
January 2022 – September 2024
Managed in-branch escalations and resolved 95% of customer issues on the first contact.
Promoted digital products and services, increasing product uptake and customer
engagement.
Improved service flow using QMS, reducing wait times and enhancing customer
satisfaction.
Provided feedback from customer surveys and supported service improvement initiatives.
Assistant Accountant- Receivables, Egerton University
September 2021– December 2021
Managed receivables and posted funding allocations with 100% accuracy.
Reduced fee arrears through consistent follow-ups and timely invoicing.
Research Assistant at CESAAM, Egerton University.
November 2020 – April 2021
Conducted structured interviews and ensured high-quality, verified survey data.
Managed data submission timelines, maintaining full compliance with research protocols.
Education
B.Com, Specialization in Finance
Kirinyaga University– 2021
Specialized in Financial mgmt, Investment analysis, corporate finance, and Banking.
Certifications
Certified Public Accountant (CPA) Intermediate Level – KASNEB
Customer Complaint Management-Udemy
Data Analytics-ALX
Virtual Assistant-ALX
References
Available upon request.
