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Carolyne J. — Senior Customer Service Specialist from Kenya

Carolyne J.

Senior Customer Service Specialist

Kenya 1-2 years
Open to offersNew to Platform
Languages
English
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About

Carolyne J. is a seasoned professional based in Nairobi, Kenya, specializing in remote customer service with a decade of expertise in managing high-volume phone and email support. Currently engaged as a Customer Service Assistant at Nairobi Water Company, she adeptly manages over 60 daily customer inquiries, excelling in complaint resolution and achieving an impressive 90% first-contact resolution rate. Her proficiency in cross-team collaboration and maintaining confidentiality highlights her commitment to service excellence. Previously, at Buzeki Dairies, she enhanced response times by 40% while supervising a team for efficient workflow management. Her role as a Data Clerk at Platinum Outsourcing & Logistics involved maintaining records for over 2,500 clients with impeccable accuracy. Carolyne holds a Bachelor of Tourism Management from Moi University and has acquired the ALX Virtual Assistant Certification, underscoring her skills in digital communication and productivity tools.

Experience

  • Customer Service Assistant

    Nairobi Water Company · 2014 — Present
    Act as the primary contact for over 60 customer inquiries each day through phone and email. Address 90% of issues on the first contact to minimize repeat queries. Appropriately escalate technical and billing matters to facilitate prompt resolution. Keep detailed customer records and service logs within digital systems. Coordinate service schedules with technical teams and customers. Handle sensitive information while maintaining confidentiality.

  • Office Administrator

    Buzeki Dairies · 2012 — 2013
    Oversee a high volume of customer inquiries, achieving a 40% improvement in response time. Direct a team of 5 junior staff to enhance workflow efficiency. Ensure adherence to operational and documentation standards.

  • Data Clerk

    Platinum Outsourcing & Logistics (BAT Malakisi Leaf Center) · 2011 — 2012
    Keep accurate records for over 2,500 contracted clients. Monitor deliveries and payments to promote operational transparency. Organize engagement forums with 90% attendance through efficient coordination.

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