Caroline Wangari

I am a seasoned customer service representative with over 2 years of practice. I enjoy so much talking to people and helping solve their problems to give them good customer experience.

Customer Service and Operations Executive - Kentex Cargo Ltd

(2024-08 - 2026-06)

• Resolved 50+ daily customer inquiries via phone, email, and chat, providing accurate shipment updates and driving first-contact resolution.
• Coordinated with operations, customs, and last-mile delivery teams to streamline order communication and improve customer satisfaction.
• Managed customer correspondence through Zoho CRM, ensuring timely, professional resolution of inquiries and complaints.
• Captured and verified shipment and client data across internal systems, maintaining accuracy and reliability for high-volume daily transactions.
• Maintained structured spreadsheets and tracking logs to monitor shipment status and operational updates in real time.
• Audited operational data entries for accuracy and consistency, proactively identifying and resolving discrepancies to reduce delays.

Sales Associate - Deichmann

(2023-11 - 2024-07)

• Surpassed monthly sales targets through proactive customer engagement and upselling, boosting overall store performance.
• Processed high-volume POS transactions with 100% accuracy across cash and digital payments.
• Resolved product returns and complaints through effective follow-up, minimizing escalations and strengthening retention.
• Delivered tele-support to repeat customers on stock availability and promotions, enhancing satisfaction.

Shop Assistant - Naivas Food Market

(2021-06 - 2023-01)

• Maintained 98% shelf availability through structured stock monitoring and timely replenishment.
• Resolved pricing discrepancies and customer complaints at point of sale, improving overall satisfaction.
• Coordinated orders with wholesalers and retail customers, enhancing purchasing efficiency.
• Streamlined sales reporting and operational updates with supervisors, improving team communication.

Customer Service Representative - Smiles Gift Shop Kenya

(2020-08 - 2021-08)

• Established Smiles Gift Shop Kenya, providing unique gifting solutions for individual and corporate clients and building a loyal customer base.
• Managed daily operations, including order tracking, inventory updates, and customer communications, to ensure consistent service quality.
• Resolved consumer complaints professionally, strengthening customer loyalty and protecting brand reputation.
• Managed social media platforms to boost customer engagement and expand promotional reach.

Receptionist - Illusion Spa

(2020-01 - 2020-05)

• Served as first point of contact for clients, delivering a professional, welcoming experience.
• Coordinated bookings, payments, and record-keeping for seamless client service.
• Maintained organized documentation and administrative support for daily spa operations.
• Administered beauty and relaxation treatments to enhance client satisfaction.

IT Attaché - Sarova Group of Hotels

(2019-01 - 2019-05)

Bachelor of Business Management in Information Technology - Information Technology - Kabarak University (2020-12)

Professional Certificate in Customer Experience - Customer Experience - KindredCX (2026-03)