Carolyne Achieng

Results-driven and highly experienced Customer Service and Business Development professional with over 20 years of progressive experience in customer relationship management, healthcare service operations, stakeholder engagement, and administrative coordination within healthcare aviation, logistics, and service-oriented environments. Demonstrated expertise in leading customer service operations, enhancing client satisfaction, resolving complex customer issues, and implementing strategic initiatives that improve operational efficiency and service delivery. Proven ability to manage customer service processes, coordinate cross-functional teams, maintain strong client relationships, and support organizational growth through effective communication, analytical problem-solving, and operational excellence.

Experienced in CRM systems, customer engagement strategies, account management, and staff coordination, with a strong understanding of healthcare-related service operations through extensive experience at AMREF Flying Doctors. Possesses strong leadership, interpersonal, conflict resolution, and organizational skills with the ability to thrive in fast-paced and high-pressure environments while maintaining professionalism and service excellence. Currently pursuing an MBA in Strategic Management, complemented by a solid academic background in Business Administration and extensive professional development in customer service, sales, and relationship management.

BUSINESS DEVELOPMENT EXECUTIVE - AMREF FLYING DOCTORS - Nairobi, Kenya

(2024-03 - 2026-02)

• Identifying new business opportunities to expand AMREF Flying Doctors' services, building and maintaining strong relationships with key stakeholders and partners.
• Conducting market research to understand industry trends and client needs and developing strategic proposals and presentations for potential clients.
• Collaborating with cross-functional teams to align goals and initiatives and negotiating contracts and agreements with clients and partners.
• Tracking industry developments and competitor activities to inform strategy and creating marketing strategies to promote AMREF Flying Doctors' services.
• Participating in networking events and conferences to enhance visibility and engaging with clients to gather feedback and improve service delivery.
• Managing project timelines and deliverables to ensure successful implementation and analyzing financial data to assess the viability of new ventures.
• Facilitating workshops and presentations to educate stakeholders on AMREF Flying Doctors' mission and implementing CRM systems to streamline client interactions and data management.
• Training junior staff on business development processes and best practices and adapting strategies based on changing market conditions and client feedback.
• Promoting a culture of innovation and continuous improvement within the team.
• Increased client acquisition by 20% through targeted outreach initiatives and established partnerships with key stakeholders that enhanced service offerings.
• Implemented a new CRM system, resulting in a 30% improvement in client engagement and conducted a comprehensive market analysis that informed strategic adjustments, leading to increased market share.
• Led a team in achieving a customer satisfaction rating of 95%, surpassing industry standards.
• Received recognition for outstanding performance in business development initiatives at AMREF Flying Doctors.

ACCOUNT EXECUTIVE – CORPORATE - AMREF FLYING DOCTORS - Nairobi, Kenya

(2019-01 - 2024-03)

• Engaged clients and intermediaries in discussions about upcoming renewals three months before expiry, preventing lapses in business retention.
• Conducted regular visits to strengthen relationships with intermediaries and clients, fostering trust and collaboration.
• Diligently followed up on renewal processes and premium collections for timely account settlements and financial health.
• Serviced existing accounts and established new ones through strategic planning and organized work schedules.
• Built and maintained strategic business relationships with customers, enhancing engagement and loyalty.
• Compiled and analyzed reports on market share, renewal trends, and demand to drive data-informed decisions.
• Interfaced directly with customers to address inquiries and provide exemplary service.
• Collaborated with Finance to resolve payment issues, ensuring seamless operations and cash flow stability.
• Identified cross-selling opportunities within the portfolio to maximize revenue.
• Maintained accurate information in AFD's CRM database for effective management and reporting.
• Acquired knowledge of key systems, offered feedback on enhancements, and provided first-line support for AFD's self-service tools.
• Processed pre-sales tasks and post-sales requests, ensuring compliance with deadlines and data integrity.
• Uploaded new Maisha cover memberships into the CRM, overseeing card production and timely delivery, while executing additional tasks as needed.
• Achieved a premium collection rate of over 95% through effective follow-up strategies and increased new client acquisitions by 30% via targeted outreach and relationship-building.
• Contributed to a 20% rise in total sales by capitalizing on cross-selling opportunities and received consistent positive feedback in customer satisfaction surveys.
• Enhanced operational efficiency by providing insights into system modifications and trained junior staff on account management and CRM best practices.
• Elevated brand visibility through participation in industry conferences and networking events.

CUSTOMER CARE – DEMOCRACY & GOVERNANCE - AMREF FLYING DOCTORS - Nairobi, Kenya

(2012-02 - 2018-12)

• Communicated with customers via phone, email, and in-person, ensuring high satisfaction levels and increased revenue by 15% through upselling and cross-selling.
• Responded to 95% of inquiries within 24 hours, resolved customer complaints, reducing recurring issues by 20% and enhanced problem resolution accuracy by evaluating relevant information.
• Ensured compliance through customer verifications, processed orders and requests, reducing processing time by 30% and directed unresolved issues to appropriate resources for improved resolution times.
• Maintained accurate records of customer interactions and feedback and documented resolutions to aid team training and resource allocation.
• Collaborated with internal departments to enhance service and followed up with customers, achieving over 90% satisfaction.
• Answered calls professionally per AFD policy, provided personalized service based on customer history and delivered accurate product information, boosting first-call resolution.
• Informed customers of required paperwork to minimize delays, supported AFD's self-service tools, increasing adoption by 25%.
• Offered tailored solutions, enhancing customer loyalty and communicated callback times transparently when needed.
• Maintained a 95% customer retention rate by acting on selling opportunities and promoted CIT applications and self-service options to improve engagement.
• Completed transactions accurately, increasing operational efficiency, entered data correctly to minimize errors in bookings and documented details for follow-ups when issues weren't resolved.
• Built lasting relationships through regular contact with various customer sizes and established professional ties to meet customer needs, fostering partnerships.
• Followed up regularly to enhance customer engagement and provided communication channels for complaints, reducing escalation rates.
• Updated customers with relevant information about AFD services and collaborated with other areas to resolve issues effectively.
• Contributed to quarterly sales reviews based on customer feedback.

CUSTOMER SERVICE REPRESENTATIVE-SUPPORT - TNT EXPRESS WORLDWIDE (K) LTD - Kenya

(2008-11 - 2012-02)

• Handled various inquiries from walk-in customers regarding billing inquiries, contract details, and luggage, providing tailored solutions.
• Checked potential and actual shipment failures, both import and export, and contacted customers to advise and agree on resolutions, resulting in an increase in customer trust.
• Investigated potential failures and liaised with other departments to determine the impact on customer needs, reducing service downtime by 15%.
• Contacted customers when service issues could affect delivery commitments, understanding customer needs to recommend appropriate solutions, maintaining high satisfaction levels.
• Followed up on new customer shipments and premium shipments, confirming Proof of Delivery or applying the Service Recovery Policy, which improved service reliability.
• Educated customers about product terminology, features, and benefits, enhancing product-related sales and increasing customer loyalty.
• Contacted customers after sales to ensure ongoing satisfaction and resolve complaints, identifying trends and improving service offerings based on feedback.
• Coordinated and directed office services such as records, budget preparation, personnel, and housekeeping, streamlining processes and reducing operational costs.
• Customer Service America Middle East Africa Award - TNT Express, Q1 2009
• Customer Service America Middle East Africa Award - TNT Express, Q4 2009
• Silver Prize - Awarded in 2011 for continuous support of TNT's partnership with the World Food Programme in the efforts to end child hunger.

CUSTOMER SERVICE REPRESENTATIVE-FRONTLINE - TNT INTERNATIONAL EXPRESS / AIRCARE CHARTERERS AND BROKERS - Kenya

(2005-01 - 2007-12)

• Dealt directly with customer inquiries and complaints regarding luggage via telephone, electronically, or face-to-face, ensuring a high level of service.
• Entered, collected, collated, analyzed, summarized, and managed departmental Information System data appropriately for analysis, improving data integrity.
• Organized distribution of shipments, ensuring accurate shipment details were provided, along with Proof of Delivery to clients, enhancing customer trust.
• Monitored all incoming and outgoing shipments, informing customers of potential delays and reaching amicable solutions, improving customer satisfaction scores.
• Provided directory numbers to clients through special directory services, assisting in order tracking and reducing inquiries.
• Best Employee of the Quarter - TNT Express, Q2 2005
• Employee of the Quarter - TNT Express, Q1 2007

CUSTOMER SERVICE EXECUTIVE - TNT INTERNATIONAL EXPRESS / AIRCARE CHARTERERS AND BROKERS - Kenya

(2003-03 - 2005-07)

• Monitored all incoming and outgoing shipments, sorted them, and entered relevant data into the TNT tracking system, enhancing operational efficiency.
• Responded to telephone calls and walk-in clients, providing appropriate front desk service, contributing to a positive customer experience.
• Ensured all files and documents were up-to-date and accurate, which improved overall organizational efficiency.
• Used proper mail, package, and message handling procedures, reducing errors in communication and delivery.
• Handled and resolved customer complaints by obtaining and evaluating relevant data for inquiries and complaints, resulting in improved customer satisfaction rates.
• Ensured the IT system was functional and well-maintained, contributing to uninterrupted service delivery.
• Processed payments for accruing bills and received cash from customers, achieving a high level of accuracy in cash management.

MBA - Strategic Management - Daystar University (2023-09)

Bachelor of Business Administration and Management - Business Administration and Management - St. Paul's University (2022-11-18)

Diploma - Business Management - St. Paul's University (2020-10-09)

Diploma - Customer Care - Kenya College of Commercial Management (2008 - 2009)

KATC - Part I & II - Mombasa Polytechnic University College (2003 - 2004)

Kenya Certificate of Secondary Education (KCSE) - Coast Girls High School (1993 - 1996)