Ann Njuguna

Detail-oriented and customer-focused professional with a proven track record in order management, dispute resolution, and customer service within dynamic e-commerce and sales environments. Adept at responding promptly and professionally to customer inquiries via phone, text, email, and web chat, while maintaining high standards of accuracy and attention to detail. Experienced in scheduling and securing appointments, resolving complex issues proactively, and collaborating cross-functionally to ensure a consistent, high-quality customer experience.

Strong background in sales process optimization, inventory management, and vendor relations, with additional expertise in data analysis and workflow management. Committed to operational excellence, enhancing customer satisfaction, and driving continuous improvement.

AI Research Operations Analyst - Domain order clerk at Mercor (2025-11 – 2025-12)

• Supported a leading AI research lab by applying domain expertise to identify, diagnose, and resolve real operational challenges
• Contributed directly to the development and refinement of next-generation machine learning systems
• Ensured accuracy, efficiency, and high-quality process management
• Worked remotely and independently while contributing to cutting-edge AI research and infrastructure

Customer Support/Order Management & Disputes Specialist at 365 Holdings (Bryan Anthony Jewellery and Cuddle Clones) (2020-04 – 2025-07)

• Processed and verified global customer orders, reducing disputes and order-related complaints by 40% and enhancing overall customer satisfaction.
• Managed end-to-end order fulfillment remotely, ensuring seamless operations across multiple time zones.
• Provided effective communication via live chat, email and phone, reducing response time, improving customer experience.
• Traced and recovered lost shipments with USPS, UPS and DHL, achieving a 97% resolution rate.
• Administered customer accounts, ensuring timely payment processing and accurate order tracking.
• Directed unresolved disputes through workflow tools, improving resolution speed and team efficiency.
• Strengthened vendor relationships, enhancing product quality and delivery reliability.
• Leveraged expertise in Mass Communication to improve customer interactions, fostering stronger relationships and enhancing overall client satisfaction.

Sales Operations Specialist at Westcon Comstor (2019-09 – 2020-03)

• Validated and processed customer purchase orders in Kenya and Nigeria, reducing order processing errors by 30%.
• Managed financial holds and credit rejections, expediting release processes and preventing order delays.
• Reviewed backlog reports and executed corrective actions, improving workflow efficiency.
• Maintained real-time sales order tracking, enhancing visibility for internal teams and customers.
• Provided customers with updated order statuses, resolving shipment and invoicing concerns.
• Developed productive vendor relationships to ensure cost-effective and high-quality service delivery.

Client Relations Representative at Diageo (ABSC-BPO) (2016-10 – 2018-07)

• Increased sales volumes and customer retention by 50% through relationship management and needs-based solutions.
• Led the direct order capture project in Tanzania, improving operational efficiency by 90%.
• Resolved product quality concerns, directing customers to appropriate solutions and reducing escalations.
• Extracted and formatted SAP system data with 99% accuracy, improving reporting efficiency.
• Optimized order processing workflows, reducing order bottlenecks and improving turnaround times.
• Managed customer sales databases, ensuring up-to-date and accurate records for strategic decision-making.
• Managed over 120 orders daily, including EDI ordering (Idoc corrections, issue resolution for EDI-related problems), ensuring smooth and accurate order processing.
• Resolved 40+ incoming customer queries and requests, reducing customer complaints and improving overall customer satisfaction.
• Collaborated with internal teams to improve service levels, driving excellence in a competitive environment.
• Managed and archived sales order documents, ensuring proper payment and maintaining order accuracy and financial integrity.
• Maximized customer satisfaction and order accuracy, adhering to processes and maintaining compliance and operational efficiency.

Order Processing Officer at Genpact Limited (2015-06 – 2016-10)

• Processed and verified customer orders accurately, ensuring timely order fulfillment.
• Managed customer queries and concerns regarding order statuses, delivery schedules and product availability, enhancing customer satisfaction.
• Collaborated with logistics and inventory teams to track and expedite shipments, reducing delivery delays by 18%.
• Utilized CRM and ERP systems to track orders, update customer data and maintain seamless communication across departments, ensuring high service levels.

Social Media Intern at Nation Media Group (2012-06 – 2012-09)

Customer Experience Intern at National Housing Corporation (2010-11 – 2011-01)

Bachelor of Mass Communication in Mass Communication – Jomo Kenyatta University of Agriculture and Technology

Diploma in Mass Communication in Mass Communication – Jomo Kenyatta University of Agriculture and Technology