Christine Njoki

Christine Njoki Maina - |- LinkedIn; https://www.linkedin.com/in/christine-njoki-/ SUMMARY ●​ Analytical & Detail-Oriented: Skilled at analyzing complex information with precision, ensuring accuracy and thoroughness in all tasks. ●​ Quick Learner: Adaptable and eager to learn, with the ability to grasp new concepts quickly and apply them effectively. ●​ Reliable & Dependable: Consistently meets deadlines and delivers high-quality work while maintaining accountability in fast-paced environments. WORK EXPERIENCE Customer Care Assistant​ March 2020 - April 2022 Carrefour Kenya E-Commerce ​ ●​ Handled High-Volume Customer Support: Efficiently managed and resolved 30–50 customer complaints, queries, and requests daily in a fast-paced e-commerce environment. ●​ Cross-Functional Coordination: Acted as a liaison between customers and internal fulfillment and dispatch teams to ensure smooth order processing and issue resolution. ●​ Order Workflow Monitoring: Proactively tracked order workflows across multiple platforms, identifying potential delays and notifying customers in advance via calls or SMS. Customer Care Supervisor​ May 2023 - October 2024 Carrefour Kenya E-Commerce ​ ●​ Supervised High-Volume Customer Support: Led an 8-person team managing 200+ daily customer complaints, queries, and requests across 7+ E-commerce stores, ensuring prompt and effective resolution. ●​ Multi-Channel Complaint Management: Oversaw end-to-end handling of customer complaints from email, social media, and in-store walk-ins, ensuring consistent and timely resolution. ●​ Refund & Compensation Processing: Managed 50+ daily refund requests and compensation cases, addressing issues related to product freshness, 3PL damages, and rider behavior. ●​ Customer Feedback & Reporting: Compiled online generated reports, analyzing customer feedback to identify operational issues and areas for service improvement. ●​ Cross-Functional Leadership: Facilitated regular meetings with fulfillment and dispatch team leaders to address customer pain points and implement process improvements. Loyalty Coordinator​ Carrefour Kenya, November 2024 - Present ●​ Campaign Strategy & Execution: Collaborate with key stakeholders to design, load, and manage targeted loyalty campaigns on system dashboards, ensuring alignment with business objectives while driving customer retention. ●​ Data-Driven Insights & Reporting: Analyze campaign performance, comparing investment to sales generated, and produce year-over-year reports to identify trends and improve future strategies. ●​ Cross-Functional Collaboration: Partner with commercial teams to integrate promotional campaigns, ensuring margin protection and preventing duplicate offers across platforms. ●​ Customer Engagement & Program Advocacy: Lead in-store promoter training, develop educational content for social media, and coordinate SMS communications on promotions to drive MyClub program participation and satisfaction. EDUCATION Diploma of Higher Education: Mass Communication and Media studies- Zetech University - Nairobi, Kenya Kenya Certificate of Primary Education- Saint Joseph Roman Catholic School Western, Kenya Kenya Certificate of Secondary Education: High school- Saint Theresa's Girls High School Western, Kenya Certificate of Higher Education: Barista Skills 2017 BARISTA PRO - Nairobi, Kenya Certificate in Virtual Assistant 2025 - Present ALX SKILLS MS Outlook & Teams · Data Entry · Stakeholder Management · Project Management · Customer Service · Resourcefulness · Grit & Resilience · Growth Mindset INTERESTS Physical Fitness · Travel & Hiking · Food & Health · Reading · Networking · Nature & Exploration LANGUAGES English & Swahili