CAROLINE CHEBET
Customer Experience Officer
Nairobi
Summary
A positive and empathetic individual with a natural ability to connect with customers and understand their needs. Extensive knowledge of customer service principles, coupled with strong problem-solving and communication skills, enables effective resolution of customer issues. Dedicated to creating memorable customer experiences that drive loyalty and ensure utmost satisfaction.
Overview
23
23
years of professional experience
9
9
years of post-secondary education
Work History
Customer experience officer II
NHIF
03.2020 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Handled escalated customer complaints with tact and professionalism, resolving issues in a satisfactory manner while maintaining company reputation.
- Acted as the voice of the customer within the organization, advocating for their needs and expectations to be met across all levels.
- Established strong rapport with customers through active listening, empathy, and clear communication skills.
- Mentored new hires during their onboarding process, ensuring seamless integration into the team.
Registration and Compliance officer II
NHIF
01.2016 - 01.2017
Inspector II
NHIF
01.2013 - 01.2014
Assistant librarian
NHIF
01.2002 - 01.2004
Education
Bachelors of Management - Leadership-Marketing option
Management University of Africa
01.2016 - 01.2019
Diploma - Business English-distance learning
Business Training, England
Diploma - Library Science
Kenya Polytechnic
01.2002 - 01.2004
Computer Applications - undefined
College of Insurance
K.A.C.E - undefined
Sotik High School
01.1987 - 01.1988
KCE - undefined
Chepsir Secondary School
01.1983 - 01.1986
K.C.P.E - undefined
Kipyemit Primary school
Skills
Record Management
Threat and risk awareness
Emerging response and safety skill
Management of security
Security profiling and disruptive behavior management
Management skills
Exceptional communication
Patience and composure
Complaint handling
Teamwork
Call center experience
Teamwork and collaboration
Customer service
Customer service excellence
TRAINING COURSE ATTENDED
- 04/2018, Global Training Institute, Organizational Culture Change-Management skills
- 04/2017, Eye On Security, Counter Terrorism and Security
- 2013, Kenya School of Government, Customer Care Training
- 10/2011, Millennium Management Consultants, Record Management System
- 12/2007, National Hospital Insurance Fund, ISO 9001:2000 Awareness training
PERSONAL INFORMATION
- ID Number: 8071941
- Date of Birth: 07/23/67
- Nationality: KENYAN
- Marital Status: MARRIED
AWARDS
- Commendation for remarkable work performance by NHIF, Huduma Kenya Initiative
- Recognition of efforts in promoting efficiency service delivery through outstanding commitment to customer excellence at Huduma Kenya
REFEREES
1.ROSEMARY MWANGI - SENIOR OFFICER CUSTOMER EXPERIENCE
PHONE NUMBER: 0711 631700
2. PATRICIA JEMUTAI - LECTURER MUA UNIVERSITY
PHONE NUMBER: 0710531444
Timeline
Customer experience officer II
NHIF
03.2020 - Current
Registration and Compliance officer II
NHIF
01.2016 - 01.2017
Bachelors of Management - Leadership-Marketing option
Management University of Africa
01.2016 - 01.2019
Inspector II
NHIF
01.2013 - 01.2014
Assistant librarian
NHIF
01.2002 - 01.2004
Diploma - Library Science
Kenya Polytechnic
01.2002 - 01.2004
K.A.C.E - undefined
Sotik High School
01.1987 - 01.1988
KCE - undefined
Chepsir Secondary School
01.1983 - 01.1986
Diploma - Business English-distance learning
Business Training, England
Computer Applications - undefined
College of Insurance
K.C.P.E - undefined
Kipyemit Primary school
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