Carolyne Chilo

Hi, I'm Carol Rosa, a Business Analyst with over 12 years professional experience in CX, Product & Project management| Relationship Marketing| Business Development.

Results-driven business analyst with demonstrated record of achievement in industry sales, customer retention & satisfaction, ROI and product development. Handles pipelines, team activities, and program planning with proven expertise. Skilled in report writing, communication, negotiations, problem-solving, listening, building rapport and driving competitive growth, market penetration, and market share.

CAREER HIGHLIGHTS

• Grew customer satisfaction scores from 30% to 97% in 6 months. Resulting in increased customer retention.
• Delivered 25% increase in customer satisfaction ratings in 3 months through improved processes and customer outreach.
• Part of team that set up a Swvl crisis management process for Kenyan Market.
• Grew Madison medical business portfolio for the company from 465M to 970M in 2.5 years
• Developed and implemented Madison Insurance Budget plan medical product targeting SME's and still is in the market up to date.
• Managing Teams Direct Sales Agents.

Nov 2021

Swvl Technologies Ltd

Customer Experience Senior Specialist

Aug 2019 - Sep 2021

Oxygen 8 Ltd

Assistant Product Lead

May 2019 - Jul 2019

Carepay Kenya

Project Officer

Sep 2017 - Feb 2018

InsureAfrika Ltd

Project Lead & Sales

Nov 2016 - July 2017

Russet Insurance Agency

Business Development Manager

May 2014 - Nov 2016

Madison Insurance Company

Business Development Executive

Dec 2008 - April 2014

APA Insurance Company

Relationship Officer

BBA - Marketing option

St. Paul's University

2013 - 2016

Certificate of Proficiency in Insurance (COP)

College of Insurance

2020