Angela Kanini

A highly skilled Customer Service and Operations Support Professional with over 3 years of experience in customer care, back-office logistics coordination, order management, and administrative support within a fast-paced tyre sales and service environment, alongside international call centre experience in the aviation sector. Proven ability to manage customer inquiries, process orders, coordinate deliveries, resolve complaints, and ensure smooth end-to-end service execution between clients, warehouse teams, and drivers. Strong experience in CRM systems, dispatch coordination, data tracking, and customer relationship management.

Recognized for strong communication, emotional intelligence, accuracy in documentation, and ability to handle high-pressure environments while maintaining service excellence and efficiency.

Customer Service & Logistics Coordinator at Silverstone Tyres (2024-04 – 2026-02)

Worked in a hybrid customer service and operations role supporting a busy tyre sales and distribution company, managing customer orders, coordinating deliveries, and ensuring smooth communication between clients, warehouse teams, and drivers.

• Managed daily customer inquiries via phone, email, and in-person requests regarding tyre purchases, availability, pricing, and delivery timelines.
• Provided end-to-end customer support from order placement to delivery confirmation.
• Handled customer complaints related to delayed deliveries, incorrect orders, and product issues, ensuring timely resolution.
• Maintained strong customer relationships by offering updates, follow-ups, and clear communication throughout the service cycle.
• Recorded customer interactions and order details in internal systems and logs for accuracy and tracking.
• Ensured high levels of customer satisfaction through professional and responsive communication.
• Coordinated daily delivery schedules between warehouse staff and drivers.
• Processed and tracked customer orders from placement to dispatch and final delivery.
• Maintained accurate records of deliveries, returns, and pending orders.
• Communicated delivery instructions, changes, and updates between internal teams.
• Supported route planning and scheduling to improve delivery efficiency and reduce delays.
• Monitored order fulfillment progress and escalated issues affecting timelines.
• Assisted in managing inventory updates through coordination with warehouse teams.
• Ensured proper documentation of all dispatches including delivery notes and job cards.
• Helped reduce delivery errors by improving internal tracking and communication flow.
• Prepared daily and weekly reports on deliveries, order status, and customer issues.
• Maintained structured logs of customer requests and service outcomes.
• Supported management with operational data for decision-making.
• Assisted in improving internal workflows between sales, warehouse, and logistics teams.
• Improved customer response time through structured follow-up systems.
• Reduced delivery miscommunication by strengthening coordination between drivers and warehouse.
• Maintained consistent service quality in a high-volume sales environment.

Customer Support Agent at CCI KENYA (JetBlue Airlines) (2023-04 – 2024-04)

Worked in an international call centre environment providing airline customer support for JetBlue passengers.

• Handled 50–80 inbound calls daily for flight bookings, changes, cancellations, and travel inquiries.
• Resolved customer complaints including delays, refunds, baggage issues, and rebooking requests.
• Ensured compliance with airline policies and international aviation standards.
• Updated customer records using CRM systems and ticketing tools.
• Processed sensitive payment and refund information securely.
• Managed escalated and urgent travel disruptions under pressure.
• Collaborated with supervisors for complex case resolution.
• Maintained professionalism in high-stress and time-sensitive situations.
• Achieved customer satisfaction scores consistently above 90%.
• Assisted in training new agents on systems and communication protocols.

Operations & Administrative Officer at Sustainable Business Consulting (2022-06 – 2022-12)

• Provided executive administrative support including scheduling, communication, and coordination.
• Drafted reports, proposals, and client presentations.
• Managed office procurement, petty cash, and documentation systems.
• Coordinated meetings, workshops, and client engagements.
• Handled email communication and client follow-ups.
• Organized contracts, invoices, and project records digitally.
• Assisted in onboarding interns and consultants.
• Supported workflow improvement initiatives to enhance efficiency.

Intern at Ministry of Transport, Infrastructure, Housing, Urban Development & Public Works (2021-07 – 2021-12)

• Assisted in document filing, sorting, and official correspondence.
• Recorded meeting minutes and supported internal communication.
• Managed front desk duties and handled public inquiries.
• Maintained records including travel logs and movement registers.
• Supported administrative operations and data entry tasks.

Bachelor of Arts in Political Science and Administration – Karatina University (2017 – 2021)

KCSE Certificate – Ngara Girls High School (2013 – 2016)