Hi, I’m
Anne Kiragu
Customer Support Specialist
Nairobi,Nairobi
Summary
Professional with high standards and results-driven mindset. Experienced in customer service within high-pressure environments. Skilled in resolving issues, managing schedules, and ensuring smooth operations. Strong focus on team collaboration and adaptability to changing needs. Known for reliability and effective Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
8
years of professional experience
Work History
Emirates Airlines
Airport Customer Service Agent
02.2024 - 05.2027
Job overview
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Produced and shared customer service reports to support management decision-making.
Hunters Room and Grill Restaurant
Customer Support Associate (waitress)
10.2021 - 01.2024
Job overview
- Greet customers warmly and provided attentive table service
- Responded to customer requests for products, services, and company information.
- Processed payments using POS systems and handle cash accurately.
- Served as a reliable point of contact for internal departments, sharing expertise on product features, functionalities, and customer support best practices.
- Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
- Efficiently navigated company CRM systems to document case details accurately for tracking purposes and future reference.
- Researched Type system for customer inquiries, product descriptions, and specifications.
- Developed comprehensive FAQs and knowledge bases, reducing incoming query volume.
- Leveraged troubleshooting guides to quickly resolve common customer issues, increasing first-call resolution rates.
Sapphire Plaza Inn Hotel
Front Desk Receptionist
01.2019 - 12.2020
Job overview
- Served as the primary support contact for customers via email, live chat, and ticketing systems.
- Assisted users with account setup, troubleshooting, billing inquiries, and product navigation.
- Managed customer interactions and support tickets using CRM platforms (HubSpot, Zendesk, Freshdesk)
- Maintained SLAs by prioritizing and resolving issues efficiently in a fast-paced environment.
- Supported customer onboarding and retention through clear communication and proactive assistance.
- Documented recurring issues and contributed to internal knowledge bases and FAQs.
- Worked cross-functionally with product and engineering teams to resolve technical issues.
Education
Utalii College Nairobi
GED from Hospitality Administration And Management
Skills
Front Desk
Customer Support
Virtual Assistant
Remote Customer Service
Guest Services
Ticketing Systems
POS
Scheduling
Onboarding
CRM
Data Entry
Problem Solving
Communication Skills
Multitasking, Customer Experience
Conflict Resolution
Upselling
Timeline
Airport Customer Service Agent
Emirates Airlines
02.2024 - 05.2027
Customer Support Associate (waitress)
Hunters Room and Grill Restaurant
10.2021 - 01.2024
Front Desk Receptionist
Sapphire Plaza Inn Hotel
01.2019 - 12.2020
Utalii College
GED from Hospitality Administration And Management