Hi, I’m
ANN KISALAGI SERENGE
Customer Experience & Communication Specialist | Digital Content Strategist| Data Driven Problem Solver
Nairobi,30
Summary
Results-driven professional with over 3 years of diverse experience in customer service, data analysis, sales, and digital communications. Currently expanding technical proficiency through ALX's Data Analytics Program to complement a strong foundation in client relations and operational effectiveness. Proven track record of achieving significant improvements in customer retention (20% increase), revenue growth (15% boost), and process optimization (30% efficiency gains). Fluent in English and Swahili with exceptional cross-cultural communication abilities. Experienced with handling customer inquiries and resolving issues. Utilizes strong communication skills to deliver effective solutions. Knowledge of customer service principles ensuring high satisfaction levels.
Overview
3
years of professional experience
6080
years of post-secondary education
3
Certifications
2
Languages
Work History
Clique LimitedNairobi, Nairobi Province
Customer Service Intern/Receptionist
11.2024 - 12.2024
Job overview
- Served as primary front desk representative, professionally greeting and assisting 50+ daily visitors
- Managed multi-line phone system, directing calls and taking detailed messages
- Implemented digital filing system to replace paper-based records, reducing document retrieval time by 30%
- Coordinated meeting schedules and room bookings for executive team
- Processed incoming and outgoing mail and packages
- Maintained office supplies inventory and placed orders as needed
- Achieved perfect 100% accuracy in client data management and appointment scheduling
- Received commendation from management for improving front desk efficiency and customer wait times
- Developed new visitor sign-in procedure that enhanced security and tracking
OYA Micro-Credit KenyaNairobi, Nairobi Province
Call Center Agent
07.2023 - 06.2024
Job overview
- Managed high-volume inbound customer inquiries, consistently handling 120+ calls per week while maintaining professional service standards
- Provided detailed education to clients regarding loan products, repayment options, and financial planning strategies
- Conducted follow-up calls with clients to ensure satisfaction and address any concerns
- Maintained meticulous records in CRM system, ensuring 99% data accuracy across all client interactions
- Collaborated with collections team to develop improved communication templates
- Successfully reactivated dormant client accounts, resulting in 20% increase in active portfolio participation
- Contributed to 10% reduction in delinquency rates through optimized follow-up procedures
- Recognized as 'Top Performer' for maintaining 98% first-call resolution rate
- Implemented time-saving documentation process that reduced call handling time by 15%
Human Hair CentreNairobi, Nairobi Province
Sales Representative/Receptionist
12.2022 - 06.2023
Job overview
- Managed product inventory and maintained accurate sales records for $10,000+ monthly revenue stream
- Conducted personalized client consultations to assess hair care needs and recommend appropriate products
- Processed sales transactions and handled cash with 100% accuracy
- Managed appointment book for stylists, optimizing scheduling for maximum productivity
- Maintained showroom presentation and product displays
- Increased add-on product sales by 15% through effective upselling techniques
- Improved appointment adherence by 25% through implementation of reminder system
- Contributed to 15% overall store revenue growth through client retention strategies
- Developed product knowledge training manual for new staff members
Powered Voice PodcastNairobi, Nairobi Province
Social Media Strategist (Part-time)
06.2022 - 05.2023
Job overview
- Developed comprehensive content calendar across Facebook, Instagram, and Twitter
- Created engaging multimedia content including graphics, short videos, and promotional materials
- Monitored and responded to audience comments and messages
- Analyzed performance metrics to identify trends and optimize content strategy
- Coordinated with hosts to promote upcoming episodes and special guests
- Grew total audience engagement by 40% over six-month period
- Secured 3 brand partnerships through targeted outreach campaigns
- Increased podcast downloads by 25% through optimized posting schedule
Education
University of NairobiNairobi, 30
Bachelor of Arts from Journalism & Media Studies
09.2025
University Overview
- Relevant coursework: Data Journalism, Media Analytics, Digital Storytelling
- Thesis: "Create a Communication Plan for an upcoming Company"
University of NairobiNairobi, 30
Diploma from Public Relations
02.2018 - 09.2020
University Overview
- Key modules: Crisis Communications, Media Relations, Campaign Planning
- Practicum: Researched on the causes of Road accidents in Kenya, in particular, Nairobi County
ALX AfricaREMOTE
Data Analytics Program
10.2025
University Overview
- Technical skills: SQL, Power BI, Tableau, Python (pandas)
- Projects: Customer churn analysis, sales performance dashboard
ALX AfricaREMOTE
Professional Foundations Program
05.2025
University Overview
- Focus areas: Remote collaboration, ethical decision-making, Excel mastery
- Capstone: Process optimization case study
Skills
Certification
Professional Foundations Certificate, ALX Africa, 2025
Interests
Open to roles in customer service, data support, virtual administration, and communication.
Building a portfolio showcasing communication and data projects.
Passionate about applying digital tools for community-based solutions across Africa.
Core Competencies
CRM systems (Zoho, Salesforce) administration and maintenance, High-volume inbound/outbound call handling (120+ daily calls), Client onboarding, education, and retention strategies, Complaint resolution and customer satisfaction improvement, Advanced Excel (complex formulas, PivotTables, data visualization), SQL database querying and management, Power BI dashboard creation and data modeling, Data cleaning, validation, and quality assurance (99% accuracy), Consultative sales techniques and product demonstrations, Upselling and cross-selling strategies implementation, Client needs assessment and solution positioning, Sales pipeline management and reporting, Appointment scheduling and calendar management, Document processing and digital filing systems, Cross-departmental coordination and communication, Process improvement and workflow optimization, Social media content strategy and scheduling, Audience engagement and growth tactics, Brand partnership development and management, Performance analytics and reporting
Technical Skills
Advanced Excel (PivotTables, macros, advanced formulas), SQL (complex queries, joins, subqueries), Power BI (data modeling, DAX, dashboard creation), Tableau (basic proficiency, currently enhancing skills), Zoho CRM, Salesforce (Lightning), Google Workspace (Sheets, Docs, Slides), Microsoft Office Suite (Word, PowerPoint, Outlook), Trello, Asana, Notion, Slack, Microsoft Teams, Zoom, Google Meet, Canva (advanced), Adobe Photoshop (basic), CapCut, InShot (video editing)
Accomplishments
- Held first-point-of-contact for all internal and external communications with executive-level officers.
- Updated and maintained company database to reflect current and accurate client records for more than 200 accounts.
- Responded to over 120 customer inquiries each day.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Additional Information
Open to roles in customer service, data support, virtual administration, and communication.
Building a portfolio showcasing communication and data projects.
Passionate about applying digital tools for community-based solutions across Africa.
Timeline
Customer Service Intern/Receptionist
Clique Limited
11.2024 - 12.2024
Call Center Agent
OYA Micro-Credit Kenya
07.2023 - 06.2024
Sales Representative/Receptionist
Human Hair Centre
12.2022 - 06.2023
Social Media Strategist (Part-time)
Powered Voice Podcast
06.2022 - 05.2023
University of Nairobi
Diploma from Public Relations
02.2018 - 09.2020
University of Nairobi
Bachelor of Arts from Journalism & Media Studies
09.2025
ALX Africa
Data Analytics Program
01.2025
ALX Africa
Professional Foundations Program
06.2025
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