Caroline Kariuki

Compassionate and dedicated Counselling Psychology professional with extensive experience supporting individuals across diverse cultural, social, and workplace environments in Kenya, Tanzania, Mozambique and the United States. Holding a Diploma in Counselling Psychology and backed by more than 20 years of professional interaction with clients, teams and communities, I bring strong interpersonal skills, emotional intelligence and a client-centered approach to counselling. Skilled in providing psychosocial support, active listening, crisis intervention and guidance for individuals dealing with stress, behavioural challenges, workplace issues and life transitions.

Experienced in creating safe, confidential spaces where clients feel heard, supported and empowered to work through personal or emotional difficulties. A registered member of the Kenya Counsellors and Psychologists Association (KCPA), committed to ethical practice, continuous growth and contributing to mental health awareness. Passionate about serving in schools, NGOs, community programs, corporate wellness initiatives and humanitarian settings, where I can use my counselling abilities to strengthen emotional wellbeing, resilience and positive transformation among individuals and communities.

Key Accounts Manager at Ezra (2013-01 – 2023-06)

• Led the Telco onboarding process for Airtime credit and Nano loans as Ezra's primary liaison, ensuring successful adoption
• Built strong relationships with operational counterparts at Telcos, fostering growth and collaboration
• Strategically evaluated Telco requirements, worked with Ezra teams for customized solutions, optimizing outcomes
• Implemented a thorough reporting system, sharing comprehensive performance updates with Telcos regularly, ensuring transparency
• Managed complex stakeholder dynamics by engaging internal and external executives, balancing strategic goals and results
• Developed and executed account growth plans, identifying cross-selling and upselling opportunities that increased revenue streams
• Conducted market analysis to anticipate Telco needs, enabling proactive solution development and competitive positioning
• Led training sessions for Telco staff on Ezra products, improving adoption rates and customer satisfaction
• Monitored key performance metrics and implemented process improvements, driving efficiency and operational excellence

Branch Manager at Woolworths LTD (2010-04 – 2012-12)

• Galvanized a high-achieving atmosphere by managing and motivating the floor manager and staff, driving them to consistently surpass their designated targets
• Pioneered a culture of innovation and collaboration, actively fostering the cultivation of novel ideas while remaining receptive to input from store teams
• Formulated and executed impactful marketing plans, contributing significantly to business growth and customer engagement
• Empowered managers to take charge of shrinkage through insightful assistance and guidance, leading to enhanced operational integrity

Corporate Support Coordinator at Skylight Financial Corporation (2006-06 – 2009-06)

• Developed strong relationships with mid-level managers, leading successful direct deposit initiatives and providing Skylight platform training
• Became a go-to resource for corporate clients, effectively resolving Skylight-related issues and improving client satisfaction
• Enhanced operational excellence through meticulous Quality Assurance testing, ensuring adherence to contractual obligations
• Orchestrated tailored reports for corporate clients, augmenting Skylight services' value proposition
• Maintained accurate corporate database, actively participated in departmental meetings, and contributed to new team member development

Operations Processor at Skylight Financial Corporation (2004-05 – 2006-06)

• Balanced and reconciled diverse accounts, executing precise book transfers to meet operational requisites
• Drove resolution for intricate research inquiries, showcasing adept problem-solving skills and enhancing operational efficiency
• Streamlined customer experiences by meticulously processing and dispatching bank cards, enhancing client satisfaction
• Uphold bank compliance by rigorously testing and validating policy and procedure modifications
• Collaborated with the IT department to automate SMS alerts for account balances, revolutionizing customer interactions and operational efficiency
• Orchestrated the seamless processing of incoming and outgoing bank wires as well as Money Gram payments, ensuring precision and adherence to protocols

Store Supervisor at Borders Group Inc (2001-09 – 2004-05)

• Fostered a collaborative and leadership-oriented culture in the store, cultivating a united team environment that embraced accountability and ownership
• Drove heightened profitability by executing designated marketing initiatives and meticulously adhering to merchandising benchmarks
• Demonstrated unwavering commitment to upholding Company protocols, particularly in loss prevention, audits, shrink reduction, scheduling, inventory control, budgets, and operational procedures
• Increased sales figures and maintained a pristine store ambiance by strategically orchestrating merchandising efforts throughout the establishment
• Led the implementation of both corporate and store-specific merchandising standards, uniformly enhancing visual appeal and customer experience across the entire store

Financial Services Representative at TD Ameritrade (2000-09 – 2001-12)

• Initiated new accounts, offering essential credit and investment advice, fostering clients' financial growth
• Led the development of personal banking products, resulting in increased sales and improved customer satisfaction
• Achieved a stockbroker license, guiding clients in navigating stock trading on the New York Stock Exchange (NYSE)
• Investigated and resolved basic account inquiries, ensuring precise data reporting and boosting operational efficiency
• Engaged proactively with walk-in customers, cultivating client relationships and identifying profitable sales opportunities

Bachelor of Business Administration in Management and Marketing – Slippery Rock University of Pennsylvania

Diploma in Counselling Psychology in Counselling Psychology – Tangaza University College