Ann Kambo

Experience

• 

  Safaricom PLC

  Mar 2020 - Apr 2022

  1. Customer Service: Achieved top NPS scores (71, 65, 77) during challenging periods, including shop renovations and team shortages.2. People Management: Delivered 85% service level performance (vs. 80% target), coached four team members for promotions, and led through company rebranding and leadership transitions.Cost Efficiency: Consistently managed taxi budgets below 90% and ensured accurate, timely petty cash reconciliations over five years.3. Collaboration: Partnered on key initiatives like Customer Service Week, NPS care activities, and cross-functional training programs.4. Operational Excellence: Secured 100% cash/stock management scores and a 92% audit score (vs. 85% target). Show less Achievements:1. Business Continuity: Transitioned 21 retail staff into the call center during the COVID-19 pandemic, ensuring seamless operations.2. Performance Growth: Boosted team productivity from 8 to 17 calls/hour through targeted training, process improvements, and change management.3. Customer Satisfaction: Increased team NPS from 42 to 58, contributing to a +16 departmental score improvement.4. Coaching & Engagement: Mentored staff through transition challenges, achieving a 94% engagement index by addressing unique needs and aligning performance expectations. Show less

  • Retail Manager

    Mar 2016 - Apr 2022

  • Call Center Manager

    Mar 2020 - Jan 2021
• 

  Safaricom PLC

  Sept 2022 - now

  Digital Transformation Manager

  • Working with product owners to ensure product journeys are available on all digital touch points• Driving 50% traffic of customer transactions on digital channels• Managing the Digital KPI Governance process that helps in focused support for delivery of Digital initiatives • Benefit realization of identified key Digital Initiatives as per mission • Work with Digital Champions across identified Divisions to grow the Digital Maturity Index to grow DMI 10% every year• Ensuring 75% compliance to Absolute Digital Rules Show less