Caroline Mwangi
Nairobi
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Amiran Kenya Limited
05.2022 - Current
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Tracked customer service cases and updated service software with customer information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Updated account information to maintain customer records.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained up-to-date knowledge of product and service changes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Handled customer inquiries and suggestions courteously and professionally.
- Investigated and resolved accounting, service and delivery concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Answered constant flow of customer calls with minimal wait times.
Personal Assistant to the Office Manager
Amiran Kenya Limited
10.2017 - 04.2022
- Answered high volume of phone calls and email inquiries.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Led staff and vendors in providing high level of service for owner and guests.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Screened personal and business calls and directed to appropriate party.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
- Organized events and meetings to maximize capacity and keep event venues running smoothly.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Delivered clerical support by handling range of routine and special requirements.
- Handled incoming and outgoing mail, email and faxes.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Assisted with budgeting and financial management to keep office operating within budget.
- Scheduled and coordinated travel arrangements for office staff members.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Updated and maintained confidential databases and records.
- Volunteered to help with special projects of varying degrees of complexity.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
Operations Officer
Amiran Kenya Limited
05.2014 - 09.2017
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Motivated and trained employees to maximize team productivity.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Tracked company equipment, tools and technology to manage inventory.
- Reviewed and revised standard operating procedures to incorporate employee and management feedback and streamline training processes.
- Coordinated with external companies to fill openings effectively, reducing critical vacancies.
- Outsourced unnecessary services to save on labor, supplies and equipment costs and adhere to company budgets.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Negotiated with distributors to find quality products and best prices.
- Implemented processes that simplified procedures and reduced average processing time.
- Compiled training materials for new employees and tracked skill development.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
Receptionist
Amiran Kenya Limited
03.2012 - 04.2014
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Corresponded with clients through email, telephone, or postal mail.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Kept reception area clean and neat to give visitors positive first impression.
- Scheduled office meetings and client appointments for staff teams.
- Answered central telephone system and directed calls accordingly.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Maintained confidentiality of information regarding clients and company.
Education
Bachelor of Science - Human Resource Management
Catholic University of Eastern Africa
Nairobi,Kenya06.2024
Diploma in Business Management - Business Management
Kenya Instititute of Management
Nairobi,Kenya10.2018
High School Diploma -
Nyahururu Elite Senior School
Nyahururu,Kenya10.2007
Skills
- Lotus Notes
- Report Preparation
- Report Creation
- Order Fulfillment
- Account Management
- Microsoft Word
- Retail Sales Customer Service
- Stocking and Replenishing
- Business Development Understanding
- Active Listening
- Managing Multiple Tasks
- Conflict Mediation
- Brand Representation
- Service Standard Compliance
- Critical Thinking
Timeline
Customer Service Representative
Amiran Kenya Limited
05.2022 - Current
Personal Assistant to the Office Manager
Amiran Kenya Limited
10.2017 - 04.2022
Operations Officer
Amiran Kenya Limited
05.2014 - 09.2017
Receptionist
Amiran Kenya Limited
03.2012 - 04.2014
Bachelor of Science - Human Resource Management
Catholic University of Eastern Africa
Diploma in Business Management - Business Management
Kenya Instititute of Management
High School Diploma -
Nyahururu Elite Senior School
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