Caroline Wambui Njoroge

Caroline Wambui Njoroge Address P.O. Box 50777, Nairobi, 00200 Phone - E-mail-A dynamic individual who is honest, outgoing, self-motivated, and a team player, with strong analytical skills and the ability to take up any responsibility anywhere in the world. Possesses excellent communication and interpersonal skills, coupled with the ability to work in a performance-based environment with tight deadlines. Vibrant, committed, hardworking, fast learner and open minded. Self-driven and prudent decision maker focused on surpassing expectations and driving team success. Objectives:To obtain a challenging position in a highly esteemed organization whereby my education, experience, professional skills in Human Resource Development, interpersonal and client interfacing skills can be used to fulfill the organization's mission and the industry at large. To be the most enterprising innovator for the development of sustainable solutions for the benefit of mankind. Skills Customer service Organizational skills Typing Transcription Inbound and outbound calling Public relations Complaint resolution Sales expertise Professional telephone demeanor Computer proficient Good listening skills Work History 2022-12 – 2023-06 User Protection Support Agent (UPS) SENDWAVE Evaluating customer information to explore issues, develop potential solutions and maintain high-quality service Maintaining accurate and current customer account data with manual forms processing and digital information updates Utilizing proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers Entering customer interaction details to track requests, document problems and record solutions offered Acting as main point of contact for logging customer issues and resolving technical problems Providing company information and policies to customers upon inquiry and answered questions via phone Verifying ID’s and assisting customers in uploading new and updating existing ID documents Identifying security flags on customer accounts, verifying the flags to determine blocking or clearing of an account 2021-10 – 2022-11 Longtime User Happiness Support Representative (LUHS) SENDWAVE Evaluating customer information to explore issues, develop potential solutions and maintain high-quality service Maintaining accurate and current customer account data with manual forms processing and digital information updates Utilizing proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers Entering customer interaction details to track requests, document problems and record solutions offered Acting as main point of contact for logging customer issues and resolving technical problems Providing company information and policies to customers upon inquiry and answered questions via phone 2017-06 – 2021-10 Customer Care Representative - Social Media SHOP & DELIVER(BETIKA) Coordinated timely responses to online customer communication and researched complex issues Defused customer concerns with exceptional conflict and problem resolution skills Compiled customer feedback and recommended service delivery improvements to management Conferred with customers about concerns with products or services to resolve problems and drive sales Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service Communicated with customers to assess and address individual needs, providing timely and quality support via phone, email, twitter and face book Educated customers on promotions to enhance sales Increased customer satisfaction ratings by solving problems promptly and to the customer expectations 2017-01 - 2017-06 Freelance Agent UPWORK Transcriptionist Checked completed work for proper spelling, grammar, punctuation and format Verified data entered into database by reviewing, correcting and deleting data Attentively listened to recorded materials, transcribing it verbatim Transcribed sensitive documents with complete confidentiality 2016-06 - 2017-01 Customer Service Executive SAFARICOM Ltd Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service Described product and service details to customers to provide information on benefits and advantages Maintained accurate and current customer account data with manual forms processing and digital information updates Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers Entered customer interaction details to track requests, document problems and record solutions offered Acted as main point of contact for logging customer issues and resolving technical problems Provided company information and policies to customers upon inquiry and answered questions via phone 2008-08 - 2016-06 Executive Secretary STONBITA Enterprises Organized daily work schedules, all typing work and taking calls Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions Updated executives on changing business needs by thoroughly documenting internal and client meetings Responded to emails and other correspondence to facilitate communication and enhance business processes Executed record filing system to improve document organization and management Scheduled office meetings and client appointment 2007-11 - 2008-07 Customer Care Agent CONTINENTAL B.P.O Contracted by Prospect Base, a company based in the United Kingdom making Outbound calls. Transcription of Audio files on conferences and interviews for various companies, based in the United States Established and maintained client rapport by utilizing quality customer service Executed outgoing calls from corporate sales lead pipeline Addressed client inquiries and updated database information Responded to all customer inquiries thoroughly and professionally Interacted with public on phone and at reception desk to answer questions and resolve issues Prepared data by compiling and sorting information Checked completed work for proper spelling, grammar, punctuation and format Verified data entered into database by reviewing, correcting and deleting data 2007-02 – 2007-10 Customer Care Agent KENCALL Worked for People PC a company based in the United States selling basic internet services offered by the company Described and explained details about internet options to inform customers and guide purchasing decisions Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge Maintained accurate and current customer account data with manual forms processing and digital information updates Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines Educated customers about billing, payment processing and support policies and procedures Increased efficiency and team productivity by promoting adherence to operational best practices and company policies Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions 2003-06 - 2006-12 Events Coordinator PARTY PARTY EVENT ORGANIZERS Responsible for all logistics involved in planning and executing schedules for different clients' events Coordinated florists, photographers, videographers, musicians, officiants and ceremony participants during rehearsals and pre-ceremony, ceremony and reception events Enhanced client satisfaction ratings by scheduling on-site service requests, managing show logistics to meet demands Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization, and rehearsal, ceremonies, and receptions Fulfilled contractual obligations, including communications, vendor coordination, schedule creation, budget administration and rehearsal and day of event coordination Generated client retention by accurately organizing and executing shows and events Generated leads per special events, resulting in new revenues 2002-12 - 2002-12 Polling Clerk ELECTORAL COMMISSION OF KENYA Verified voter identification at polling station Crosschecked the identifications KENYA, THIKA, and crossed off the names of voters on the voters register to prevent double voting Dec 2002 and unregistered voters from participating Counted valid ballots with the supervisors and prepared reports of the election results Education 2004-09 - 2005-09 Diploma: Human Resource Development GRAFFINS COLLEGE - Nairobi 2002-01 - 2002-07 Certificate: Certificate in Computer Applications Institute of Advanced Technology - Nairobi 1994-01 - 1997-11 High School Diploma KARINGA GIRLS SECONDARY - GATUNDU OTHER INTERESTS Fashion and Fashion trends, Web Culture and Social Media, Basketball, Literature, Travel, Music REFEREES Safaricom Ltd Molly Nyaguthi Supervisor - Shop and Deliver Ltd. (B e t i k a) Edwin Adembe Social Media Manager-- Sendwave Margaret Koinange Supervisor--