Anna Kigunda

Customer Experience Manager at Gimbi Capital Ltd

Led customer experience initiatives including a retention program that increased retention by 25% in 18 months; reduced response times by 40% via process redesign and CRM adoption; coached 10+ staff reducing turnover by 15%; introduced journey-mapping workshops reducing complaints by 30%; negotiated vendor contracts reducing costs by 12% while improving SLA compliance; rolled out digital service channels (live chat and self-service portal) increasing accessibility and reducing call center volume by 20%; collaborated with operations, finance and IT to align service delivery with business goals; managed relationships with high-value clients; prepared and managed departmental budgets to improve efficiency.

Property Manager at Ngurumani Holdings Ltd

Increased occupancy by 20% through tenant relationships, customer care and tailored lease offers; streamlined rent collection reducing late payments by 30%; coordinated repairs and vendor services cutting turnaround times by 25%; managed annual budgets up to KES 5 million; handled tenant disputes and complaints, boosting renewals and satisfaction; implemented a tenant feedback system to improve services; negotiated with suppliers for cost-effective services; oversaw safety and compliance checks ensuring regulatory adherence and risk minimization.

Flight Purser (Lead Cabin Crew) at East African Safari Air Express

Acted as lead cabin crew, supervising up to 6 attendants per flight and ensuring service and safety standards; conducted safety demonstrations, pre-flight briefings, and compliance checks; delivered personalized passenger care on regional and international flights, improving satisfaction scores by 15%; resolved escalated passenger issues calmly; coordinated with pilots and ground staff to ensure on-time departures and smooth operations.

Client Support & Admin Officer at TechCom Solutions

Handled daily customer support requests with timely responses and smooth client communication; improved office filing and record systems reducing turnaround time by 15%; assisted onboarding of new customers; prepared invoices and checked service records to reduce billing mistakes.

Inflight Attendant at Kenya Airways

Provided in-flight service and safety care to 100+ passengers per flight; responded to passenger needs with empathy, ensuring comfort and satisfaction; supported cabin crew teamwork to maintain safety and service standards.