Microsoft Dynamics 365
Anne Vukinu
Customer Experience Leader | Customer Support Operations & Service Excellence
Nairobi, Nairobi Province,Kenya
Summary
Results-driven Customer Experience Leader with over 10 years in customer support operations. Expertise in leading high-performing teams, optimizing service delivery, and implementing process improvements to boost operational efficiency and customer loyalty. Proficient in Customer Relationship Management, KPI and SLA management, complaint resolution, and cross-functional collaboration, focused on fostering customer-centric cultures and enhancing overall customer experiences.
Overview
2
2
Languages
6
6
Certifications
11
11
years of professional experience
Work History
Customer Experience Supervisor
Maisha Bora Sacco
Nairobi
11.2021 - Current
- Lead and coach a team of customer experience professionals, improving team productivity by 20% while consistently meeting KPI and SLA targets.
- Resolve complex customer complaints and collaborate with cross-functional teams to enhance service delivery, contributing to a 30% increase in customer satisfaction.
- Manage customer support operations across multiple service channels, ensuring timely resolution of inquiries and maintaining high service standards.
- Ensured 100% compliance with SASRA, AML, and KYC requirements through effective governance and quality assurance initiatives.
- Develop and implement customer acquisition and retention initiatives that have increased market share by 25%.
- Managed customer support operations across multiple service channels, ensuring timely resolution of inquiries and high service standards.
- Implemented training programs that enhanced staff skills and improved customer interaction quality.
Customer Experience Executive
Maisha Bora Sacco
03.2018 - 10.2021
- Achieved a 90% first-contact resolution rate, exceeding the industry benchmark by resolving customer issues efficiently and minimizing repeat interactions.
- Delivered exceptional customer service by handling member inquiries, resolving complaints, and providing timely solutions across walk-in, phone, email, and digital support channels.
- Processed member registrations, account updates, loan inquiries, and financial transactions, ensuring compliance with KYC, AML, and internal regulatory requirements.
- Led dormant account reactivation initiatives, driving a 25% increase in active member base through proactive customer engagement and follow-up.
- Collaborated with cross-functional teams to resolve complex customer issues within agreed SLAs while maintaining accurate CRM records and supporting continuous service improvement.
- Coordinated with cross-functional teams to resolve complex customer issues within agreed SLAs, maintaining accurate CRM records and supporting continuous service improvement.
Customer Service Executive (Contact Center)
KCB Bank Group
05.2015 - 03.2018
- Delivered exceptional multi-channel customer support by handling high volumes of inbound calls, diaspora email inquiries, SMS, and social media interactions, ensuring prompt and accurate resolution of customer requests.
- Resolved customer inquiries and complaints with first-contact resolution where possible, escalating complex cases to uphold high customer satisfaction and service quality.
- Collaborated with cross-functional teams to meet service level agreements (SLAs), improve response times, and deliver a seamless and consistent customer experience across all support channels.
- Maintained accurate customer records and interaction logs, ensuring compliance with KYC, AML, data privacy, and internal banking policies to support regulatory standards.
- Collaborated with cross-functional teams to meet service level agreements (SLAs) and enhance response times, delivering a seamless customer experience across all support channels.
Education
Bachelor of Commerce - Procurement & Marketing
University of Nairobi
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
- CRM management
- Customer experience
- Support management
- Customer engagement strategies
- Complaint resolution
- Process Improvement
- Performance management
- Team Leadership & Coaching
- Stakeholder engagement
Accomplishments
- Led the successful implementation of a Customer Relationship Management (CRM) system, improving operational efficiency by 60% and enhancing customer engagement through streamlined service processes.
- Improved customer satisfaction by 30% by implementing customer-centric service initiatives, strengthening complaint resolution processes, and promoting a culture of service excellence.
- Increased team productivity by 20% through performance coaching, KPI monitoring, and continuous development, resulting in improved service delivery and SLA compliance.
- Maintained 100% compliance with SASRA, AML, and KYC regulatory requirements by strengthening quality assurance processes and ensuring adherence to operational standards.
- Led customer support operations across multiple service channels, including contact centre, email, social media, and branch services, consistently delivering high-quality customer experiences while meeting operational performance targets.
REFEREES
Janet Kalunda Kasau,
Email: Janetkalunda@gmail.com
Phone number: +254711727616
Michael Apiyo Odongo,
Email: apiyodongo@gmail.com
Phone number: +254721847255
Software
Cisco Avaya
Freshdesk
Microsoft Office Suite (Advanced Excel, Word, PowerPoint, Outlook)
Power BI
Certification
Certified Customer Centricity Expert (CCCX)
Professional Memberships
Member, Institute of Customer Experience (ICX)
Member, Customer Institute (CI)
Member, Chartered Institute of Procurement and Supply (CIPS)
Timeline
Customer Experience Supervisor
Maisha Bora Sacco
11.2021 - Current
Customer Experience Executive
Maisha Bora Sacco
03.2018 - 10.2021
Customer Service Executive (Contact Center)
KCB Bank Group
05.2015 - 03.2018
Bachelor of Commerce - Procurement & Marketing
University of Nairobi
04.2001 -