Open to opportunities

Caroline Kimathi

@carolinekimathi

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Customer Experience Leader with expertise in e-commerce operations.

Kenya

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What I'm looking for

I am seeking a role that fosters growth, values customer-centric solutions, and encourages innovative problem-solving.

As a Customer Experience Leader with over 5 years of experience, I have successfully driven operational excellence and revenue growth for e-commerce brands and global events. My expertise lies in scaling support operations, achieving over 300% year-over-year growth while maintaining a customer satisfaction rate of over 95% across more than 10,000 interactions. I am a certified expert in Zendesk, Gorgias, and Shopify ecosystems, with proven skills in AI automation that enhance customer support efficiency.

In my recent role as Customer Experience & Operations Lead at Yodo Coffee, I served as the primary customer service liaison during the startup phase, implementing workflows that scaled to over 500 monthly interactions. I spearheaded the full business setup, optimized supply chains, and developed specialty coffee blends, all while building a $250K wholesale network. My previous experience at As I Am Naturally involved processing over 120 weekly tickets with a 95%+ customer satisfaction rate, where I implemented automation solutions that significantly reduced processing times and improved customer retention.

Experience

Work history, roles, and key accomplishments

Customer Experience & Operations Lead

Yodo Coffee

Nov 2023 - Present (1 year 9 months)

Served as primary customer service liaison during startup phase, handling VIP client relationships. Implemented initial customer service workflows later scaled to 500+ monthly interactions.

Customer Service Workflow Automation

Customer Support Specialist

As I Am

Feb 2023 - Present (2 years 6 months)

Processed 120+ weekly tickets with 95%+ CSAT, resolving 80% within 4 hours. Trained AI models to auto-classify ticket urgency, reducing missed SLAs by 30%.

Customer Support Gorgias Shopify Zapier

Qatar VIP Support Coordinator

FIFA World Cup 2022

Sep 2022 - Present (2 years 11 months)

Resolved 150+ critical incidents with a 90% onsite resolution rate. Streamlined check-in processes for over 5,000 VIPs.

VIP Support Event Coordination Multilingual Communication

Education

Degrees, certifications, and relevant coursework

Maseno University

BSc Mathematics & Business, Mathematics & Business (Accounting)

Studied a Bachelor of Science in Mathematics and Business with a specialization in Accounting. Gained foundational knowledge in mathematical principles, business operations, and accounting practices relevant to various industries.

Zendesk

Certification, Customer Support Platform Administration

Completed the Advanced Admin Certification from Zendesk, demonstrating expertise in managing and optimizing Zendesk support platforms. Acquired advanced skills in configuring workflows, automation, and reporting to enhance customer service operations.

ALX Africa

Certification, AI for Business Automation

Completed the AI for Business Automation program at ALX Africa, focusing on leveraging artificial intelligence for business process optimization. Gained practical skills in implementing AI solutions to automate tasks and improve efficiency in various business functions.