Hanna Kulola

Results-driven and customer-focused professional with proven expertise in customer relationship management, ICT support, and front-office operations. Adept at resolving complex technical and service-related issues, enhancing client satisfaction, and ensuring seamless business operations. Skilled in troubleshooting, network equipment setup, and ICT systems maintenance, with a track record of improving service efficiency and supporting organizational growth.

Committed to delivering high-quality solutions, building strong client relationships, and contributing to operational excellence in dynamic and fast-paced environments.

Restaurant Runner - Java House - Nairobi, Kenya

(2025-04 - 2026-06)

• Maintained a clean, tidy, and organized working counter at all times.
• Consistently followed standard operating procedures during production.
• Took orders and delivered them to tables neatly and accurately in accordance with ticket specifications.
• Ensured proper waste management.
• Assisted the barista in running the barista counter.
• Conducted daily stock takes of counter products.
• Handled food preparation, presentation, correct storage, and production to the right quality standards.

Customer Care / Receptionist - My WIFI Internet Providers - Mariakani Town, Kilifi County

(2024-05 - 2024-12)

• Responded to incoming calls and attended to visitors promptly and professionally.
• Provided accurate product and service information regarding available internet connection packages.
• Received and processed orders for networking supplies and ensured timely delivery.
• Offered product suggestions to meet client needs and improve customer satisfaction.
• Troubleshot basic connectivity issues and escalated complex technical problems to the technical team.
• Addressed customer complaints courteously and followed up until resolution was achieved.
• Operated the switchboard to route incoming calls and place outgoing calls efficiently.
• Maintained and updated customer service logs, inquiries, and feedback for reporting purposes.
• Supported the sales team in processing new customer registrations and onboarding.
• Managed reception operations, ensuring a welcoming and organized front desk environment.
• Assisted in preparing and distributing customer communication materials such as notices and service updates.
• Promoted ongoing offers and packages to customers to drive sales and retention.

IT Assistant (Attachment) - Taita Taveta County ICT Department - Taita Taveta, Kenya

(2022-01 - 2022-06)

• Troubleshot and resolved network failures to maintain uninterrupted service.
• Set up and configured peripherals such as printers, scanners, and projectors, ensuring functionality and security.
• Managed domain and email account registrations for staff.
• Regularly updated software and performed patches on staff computers to enhance security.
• Monitored and ensured proper functioning of servers, computers, switches, routers, and related systems.
• Provided IT support and guidance to staff members on hardware, software, and network-related issues.
• Installed software applications and operating systems on staff devices.
• Performed routine data backups and ensured disaster recovery systems were operational.
• Documented IT procedures, troubleshooting steps, and system configurations for reference.
• Maintained an up-to-date IT asset inventory and tracked hardware usage.
• Assisted in the setup and configuration of conference equipment for meetings and events.
• Collaborated with vendors for the procurement and servicing of IT equipment.
• Ensured compliance with ICT policies and data protection regulations.

Diploma - Information Technology - Taita Taveta University (2021 - 2023)

Kenya Certificate of Secondary Education - Senior Chief Mwangeka High School (2016 - 2019)