ANNE THAIRU
Phone: -
Location: Nairobi, Kenya
Email:-
CUSTOMER SUPPORT SPECIALIST
Professional Summary
Customer Support Specialist and tech-savvy professional with a strong background in communication, problem solving, and
customer service. Adept at handling customer inquiries via email, calls, live chat and providing a positive customer
experience.
Committed to continuous learning and contributing to an Organization's success. Growing familiarity in online advertising
tools and platforms.
KEY SKILLS AND COMPENCIES
Customer Support: Multichannel Communication | Escalation Resolution | First Contact Issue Handling
CRM Data Management: Zendesk | HubSpot, Salesforce, Zoho , MS Office Suite, Google Workspace | Accuracy in Data
Entry
Team Contribution: Feedback for Resource Improvement | Customer Retention
Compliance Support: Registration Guidance | Process Walkthroughs | Document Navigation
Live Chat and Email Support
Interpersonal Skills : Active Listening | Conflict Resolution | Attention to detail
Mosan Technologies Limited
Customer Support Representative (Remote)
WORK EXPERIENCE
January 2023 - June 2025
Delivered exceptional customer service across live chat, email, and ticketing platforms, handling 100+ daily inquiries while
maintaining a 95% customer satisfaction rate.
Resolved complex technical and transactional issues for digital wallets and payment gateways, reducing resolution time by 30% and
increasing team efficiency.
Optimized support workflows by leveraging live dashboards and queue management, improving first response time by 10%.
Ensured 100% compliance with escalation protocols for high-priority cases using Zendesk and SLA tools, enhancing service quality.
Improved ticket documentation and internal tagging processes, reducing backlog by 15% and accelerating issue triage.
Exceeded performance targets in high-pressure environments through superior multitasking and focus, consistently ranking in the top
10% of team metrics.
Enhanced team performance by leading knowledge-sharing sessions and feedback loops, boosting customer experience scores and
resolution accuracy by 12%.
Betkisure Betting Company
Customer Support Agent (Hybrid)
March 2019 - November 2022
Resolved over 85% of client queries on first contact by offering clear, polite, and professional assistance across phone and in-person
interactions.
Handled 30+ inbound leads weekly, assisted in on boarding new clients, and updated CRM systems to ensure accurate data tracking.
Improved customer engagement by initiating follow up calls and emails, which led to a 20% increase in repeat business.
Conducted competitor and client preference research that informed improvements in communication and service delivery.
Live chatting with clients for information and inquiries.
Handled returns, refunds, and billing issues, achieving a 90%+ customer satisfaction rate.
Awarding of incentives for customer retention.
AHCOF Investment Company Limited
June 2018 - February 2019
Real Estate Customer and Sales Representative
Followed up with prospective buyers and supported marketing and sales efforts for residential units.
Provided timely follow-up and personalized client communication, to support the sales team by contributing to a 25% increase in
conversion rates.
Promoted sales of property through advertisements and open house.
Maintained long term client satisfaction through regular check ins and solution based communication, resulting in a 90%+ positive
feedback score.
Contacted previous clients for prospecting of referral business.
Provide clients with consultancy of solution.
Numen Healthcare Pvt Limited
Office Administrator & Personal Assistant
April 2016 - March 2018
Managed executive communications including scheduling, handling confidential emails and calls, drafting correspondence, and preparing
presentations for internal and external stakeholders.
Organized and maintained accurate office records, filing systems, and internal databases to ensure data accuracy and easy retrieval.
Coordinated logistics for meetings, workshops, and executive travel, including booking accommodations, preparing itineraries, and
managing expense reports.
Prepared reports, proposals, and internal documents, ensuring clear formatting and timely delivery.
Provided high-level administrative support to various departments, ensuring seamless office operations and supporting a team of over 15
staff members.
Acted as the primary liaison between executives, clients, vendors, and service providers to ensure smooth communication and timely issue
resolution.
Maintained office supplies and handled procurement, achieving a 15% cost reduction by negotiating better vendor terms.
Supported HR functions including on boarding new hires, maintaining employee records, and coordinating staff performance reviews.
Handled petty cash and basic bookkeeping duties with 100% monthly reconciliation accuracy.
Played a key role in improving internal processes, contributing to a 20% increase in administrative efficiency over two years.
EDUCATION & TRAINING
Graduate Diploma In Marketing -Graffins College
Front Office Management – Graffins College
Microsoft Office Courses - GraffinsCollege
Online Training & Certificates - Data Entry and Techniques | IT Support Training | Google Work Space | Intuit Academy
Bookkeeping
References are available on request.
