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CAROLINE MORAA

@carolinemoraa

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Dedicated Customer Support Specialist

Kenya

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What I'm looking for

Seeking a challenging role in customer support where I can utilize my skills and experience to deliver exceptional customer service and contribute to the growth and success of the organization.

I am a dedicated and results-oriented professional with over 10 years of experience in delivering exceptional customer service. Proficient in handling customer inquiries, resolving complaints, and ensuring customer satisfaction through positive communication via Email, Chat, and Call.

I have a strong background in customer support, having worked in various industries including e-commerce, finance, and hospitality. My expertise lies in providing exceptional customer service, resolving complex issues, and ensuring customer satisfaction.

I am skilled in multi-tasking and adept at maintaining a positive attitude in fast-paced environments. I possess excellent communication skills, both written and verbal, and am proficient in using various customer support tools and software.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Talentpop

Sep 2023 - Present (1 year 9 months)

Responsible for handling inquiries, complaints, and issues from customers who purchased products online. Assisted with orders, tracking shipments, and processing returns. Collaborated with departments to ensure timely order fulfillment and provided product recommendations.

Customer Service Email Communication Fulfillment Product Knowledge Team Collaboration Time Management Technical Proficiency

Risk and Fraud Analyst

Sendwave International

Nov 2021 - Jun 2023 (1 year 7 months)

Provided app assistance and troubleshooting for users, ensuring compliance with regulations. Reviewed transaction monitoring reports for suspicious activity and made fair decisions based on investigations to prevent financial fraud.

Fraud Detection Compliance Customer Support Transaction Monitoring Problem Solving Communication Regulatory Requirements Data Analysis

Repayments and Telesales Agent

Apollo Agriculture

Jan 2021 - Jan 2022 (1 year)

Assisted customers in obtaining loans and developing repayment plans. Engaged with farmers to promote products and services while documenting customer interactions according to company standards.

Sales Customer Engagement Communication Documentation Problem Solving Customer Relationship Management

Reservations Agent

Kenatco Taxis Ltd

Sep 2019 - Aug 2020 (11 months)

Managed client reservations through various channels, ensuring timely service and client retention. Handled feedback and maintained communication with customers and stakeholders.

Customer Service Reserving Communication Retention Feedback Problem Solving Time Management Team Collaboration

Restaurant Supervisor

Paris Restaurant Ltd

Jan 2013 - Jan 2019 (6 years)

Ensured compliance with food safety and quality control. Built positive relationships with guests and staff, conducted inspections, and maximized profitability through innovative catering services.

Quality Control Team Leadership Organizational Skills

Customer Service Agent

Kenya Airways Ltd

Jan 2007 - Sep 2012 (5 years 8 months)

Resolved customer queries via phone and email, managed complaints, and assisted with luggage tracing and passenger bookings during flight disruptions.

Customer Service Customer Management Communication Problem Solving Team Collaboration