Anne Omollo

Dynamic and target-driven Customer Service Professional with over 4 years of experience across high-volume BPO environments, office administration, and digital service centers. Proven track record of excellence in a fast-paced environment at CCI Kenya, consistently meeting stringently set Service Level Agreements (SLAs) and outperforming monthly key performance indicators (KPIs). Expert in managing inbound and outbound queues, cultivating customer trust, compliant script alignment, and navigating complex CRM networks to deliver premium support.

Call Center Agent / Customer Service Representative (M-KOPA Campaign) - CCI Kenya - Nairobi, Kenya

(2025-03)

• SLA & Target Performance: Consistently achieve or exceed all monthly sales and performance targets while meeting rigorous service layer standards and operational call quality expectations.
• Customer Screening & Allocation: Manage structural BPO screening and allocation workflows to effectively qualify and seamlessly onboard incoming credit and asset customers.
• Compliance & Engagement: Initiate targeted outreach campaigns utilizing standardized scripts to guarantee corporate compliance, consistency, and clear legal protections.
• Value Articulation: Deliver expert consultative overviews of product portfolios, benefits, and customized pricing structures, actively presenting flexible alternative packages to retain unqualified applicants.
• Data Administration: Record, clean, and preserve accurate client account profiles inside active CRM matrices to ensure zero processing errors.

Cybercafe Assistant & Operations Specialist - Fastweb Cybercafe - Nairobi, Kenya

(2024-01 - 2025-02)

• E-Government Support: Assisted patrons daily with complex online submissions across national regulatory networks including KRA tax filing, NHIF healthcare updates, and NTSA licensing.
• Technical Guidance: Guided walk-in guests through computer network utilization, modern document design tools, hardware terminals, and peripheral software options.
• Inventory & Audit: Audited physical system logs, continuous print tracking systems, and on-site hardware inventories to eliminate localized shrinkage.

Customer Care / Office Assistant - Town Express Services - Nairobi, Kenya

(2022-09 - 2023-12)

• Issue De-escalation: Addressed incoming customer calls, structured online message queues, and solved direct operational service complaints to preserve customer trust.
• Feedback Management: Systematically aggregated customer feedback trends and responded politely to online public platform reviews.
• Facility & Admin Maintenance: Coordinated facility supply distributions, organized internal physical document filing systems, and kept workspace environments operating cleanly.

Cybercafe Assistant (Operations / IT Attachment) - Validate Cyber / Bondo ICT Centre - Kenya

(2018-08 - 2018-12)

• Managed multi-terminal computer areas, delivering custom printing, safe file transfers, and user software troubleshooting.
• Managed strict service checkout protocols and detailed financial logging systems for computer use timelines.

Cybercafe Assistant (Operations / IT) - Validate Cyber / Bondo ICT Centre - Kenya

(2021-06 - 2022-08)

• Managed multi-terminal computer areas, delivering custom printing, safe file transfers, and user software troubleshooting.
• Managed strict service checkout protocols and detailed financial logging systems for computer use timelines.

Diploma - Information and Communication Technology - Kenya Technical Trainers College (KTTC) (2017-09 - 2020-11)

Certificate - Computer Packages (Proficiency in Microsoft Office) - Perhil Systems Computer College (2017-01 - 2017-03)

Kenya Certificate of Secondary Education (KCSE) (2013-01 - 2016-11)