Caroline Kilee

Caroline .K. Kilee-| - | Nairobi, KE www.linkedin.com/in/caroline-kilee SUMMARY ● Energetic self-starter with experience in Customer Relations and Sales Support operations. ● Excels in fostering valuable client relationships: especially skilled in handling challenging clients professionally. ● A quick learner who thrives in fast-paced environments. WORK EXPERIENCE Customer Service Manager Travel Moran Ltd | Jun 2022 – Apr 2025  Managed customer inquiries and resolved issues achieving a 98% client satisfaction rate. ● Streamlined in-house interactions using Slack and Trello, improving task execution efficiency. ● onboarded new clients, by providing personalized guidance to ensure seamless integration and satisfaction. Customer Service Representative & Sales Support Twiga Stationers and Printers Ltd, Nairobi | Sep 2016 - Jun 2022 ● Managed client accounts, and processed orders while cultivating relationships that led to a 15% increase in repeat business. ● Led a cross-functional team to improve order processing efficiency, resulting in a 30% reduction in delays. Sales Support Airtel Kenya, Nairobi | May 2013 - Sep 2013 ● Developed and implemented promotional campaigns for Airtel Modems, driving a 12% revenue increase. ● onboarded new accounts, ensuring they had the tools and resources for success. EDUCATION Public Relations Nairobi Institute of Business Studies, Nairobi | Dec 2011  Strategic Communication, Crisis Management, and Media Relations. CERTIFICATIONS ● Customer Service Management, Sheer Logic Consultants Limited – 2017 ● Quality Management Systems Documentation (ISO9001:2015), Bureau Veritas – 2017 ● ALX Virtual Assistant Program -2025 ● Asana Workflow Specialist-2025 SKILLS Customer Relationship Management ,Strategic Communication, Problem-Solving LANGUAGES English- Fluent Kiswahili-Native