Carolyne Chilo
CX Specialist| Relationship Marketing| B.A
Talent
Nairobi, Nairobi Area70 ZAR/hourMember since August 22, 2023
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About
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.
Experience
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
Education
BBA - Marketing option
St. Paul's University
2013 - 2016
Certificate of Proficiency in Insurance (COP)
College of Insurance
2020
