Ann Kibathi
BCom. Marketing | Dip. Banking
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About
Dynamic, voice-trained, and customer-centric professional with a proven track record in high-volume customer support, digital account management, and multi-channel communication. Adept at managing inbound/outbound calls, de-escalating complex client issues, and achieving strict service level agreements (SLAs) and high customer satisfaction (CSAT) scores. Thrives in fast-paced, high-performance remote environments.
Possesses exceptional active listening and cross-cultural communication skills to seamlessly serve global tech and commercial brands.
Experience
Business Owner & General Manager - Digital Operations & Customer Management (Independent Enterprise)
(2016-01)
- Manage end-to-end customer lifecycles, account routing pipelines, and daily order fulfillment schedules.
- Direct targeted digital marketing and communication streams to acquire and retain high-value commercial vendors.
- Handle comprehensive customer relations exclusively via structured remote tools, email channels, and voice strategies.
- Track key support metrics, manage account updates, and resolve service constraints to secure a yearly repeat client base.
Customer & Marketing Advisor / Consultant - Tymax Agribusiness Solutions Ltd.
(2014-09)
- Deliver strategic client relations consultancies for prominent community-based organizations and international NGOs.
- Formulate localized consumer engagement plans and research market target frameworks for growing brands.
- Educate regional stakeholders in customer outreach strategies, conflict mitigation, and relationship building.
Marketing & Relations Manager - Everest Enterprises Ltd.
(2012-03 - 2014-09)
- Gathered market intelligence data to redesign communication and retail presentation strategies.
- Managed premium corporate customer accounts, identifying product upsell channels to grow team revenue.
- Directed media relations and coordinated digital content outputs to ensure a positive brand reputation.
Assistant Operations Manager - Everest Enterprises Ltd.
(2011-05 - 2012-03)
- Coordinated inventory logistics and multi-channel processing cycles to support customer service demands.
- Identified system process blockages across operations and executed workflow adjustments to improve output speed.
Customer Service Assistant - Everest Enterprises Ltd.
(2009-11 - 2011-05)
- Handled a high volume of daily customer queries across phone and chat, maintaining an upbeat, positive brand image.
- Boosted internal branch CSAT ratings by resolving complex complaints within strict service SLA targets.
Operations & Customer Officer - Family Bank Ltd.
(2009-06 - 2009-10)
- Processed financial requests and customer account activities while maintaining tight regulatory compliance.
- Audited customer identification frameworks and transaction records to deliver secure, professional customer support.
Sales and Marketing Officer - Family Bank Ltd.
(2008-04 - 2009-06)
- Evaluated customer financial profiles to guide retail product selections and savings portfolios.
- Negotiated structural payment solutions for high-risk accounts to proactively mitigate loan defaults.
Education
Bachelor of Commerce - Marketing - Jomo Kenyatta University of Agriculture and Technology (JKUAT) (2003-01 - 2006-12)
Diploma - Banking - Kenya School of Monetary Studies (KSMS) (2000-01 - 2000-11)
