Years of experience: 16
Call CenterCustomer Support RepresentativeSupport SpecialistCall Center SupervisorTechnical Support AgentCustomer Service
Trust Score
Exceptionally trusted; proven professional excellence.
Caroline's Career Path
Sep. 2021 -Present
Network InternationalVIP Accounts Relationship Manager
Nairobi, KenyaKey Contributions:
♦ Acting as the first point of escalation for merchant complaints across industries (Airlines, Technology, Hospitality, Eateries, and Retail) ensuring timely and effective resolution.
♦ Spearheading the development and implementation of a Relationship Management model for VIP Merchants by assigning dedicated service support staff to each merchant to ensure personalized serv...
Sep. 2020 -Sep. 2021
Jumia KenyaJumia Food Vendor Support Manager
KenyaJumia, Kenya's number one online retailer was established in May 2013 with the aim and vision to become the one-stop shop for retail in Kenya with implementation of best practices both online and offline. Key Contributions: ♦ Monitored Vendor performance, tracking sales, compensation schemes, penalties, and process adherence to ensure alignment with Jumia’s operational standards.
♦ Managed an...
Nov. 2019 -Aug. 2020
Jumia KenyaJumia Mall Customer Service Manager
Nairobi, KenyaKey Contributions: ♦ Led the customer service team, ensuring the quality and consistency of customer relations by providing ongoing training, coaching, and motivation to the team members.
♦ Monitored and managed the performance of various Customer Service teams, including Social Media, Inbound, Emails, and Issue Resolution, ensuring service excellence and efficiency in all customer interactio...