Annepeace Alwala

Annepeace Alwala is the current Vice President of Global Service Delivery at Sama. Annepeace has extensive experience in customer service and operations management.

Annepeace began their career in customer service at Horizon Contact Centers Ltd in August 2013. Annepeace quickly rose through the ranks and became the Service Delivery Manager in charge of daily reviews of operational and quality management processes, weekly reviews with Operations staff, and preparation and presentation of monthly, quarterly, and yearly operational performance reports. In this role, Annepeace was responsible for strategic communication with clients on Service Delivery and Customer Satisfaction.

In October 2015, Annepeace left Horizon Contact Centers Ltd to join Chase Bank Kenya Ltd (IR) as their Senior Manager of Customer Experience. In this role, Annepeace was responsible for overseeing the implementation of internal and client processes, undertaking regular evaluations of these processes, and preparing and presenting consolidated reports on operational effectiveness and efficiency. Annepeace was also responsible for VOC with clients to calibrate expectations and ensure satisfaction with service delivery.

Annepeace’s exceptional work in customer experience led to their current position as Vice President of Global Service Delivery at Sama. In this role, Annepeace is responsible for leading a team of service delivery professionals and ensuring that Sama’s clients receive the highest level of service possible.

Some of their coworkers include Tony MacDonald - CFO, Molli Barnes - SVP, People, and Kimani Isaac - Senior Director, Business Operations. Annepeace Alwala reports to Wendy Gonzalez, CEO.