Open to opportunities

Caroline Muriuki

@carolinemuriuki2

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Customer Support Specialist with 10+ years delivering KPI-driven, high-volume support across BPO and e-commerce.

Kenya

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What I'm looking for

I’m looking for a fast-paced customer support role where I can handle high-volume inquiries, meet SLAs/KPIs, and use CRM tools like Gorgias and Shopify to resolve issues, retain customers, and improve support quality with continuous growth.

I’m a customer-focused Customer Support Specialist with over 10 years of experience delivering high-quality support in fast-paced, service-driven environments. I handle high-volume customer interactions via chat, email, and phone while meeting SLAs and KPIs, and I’m known for efficient complaint resolution and strong customer retention.

In my recent role at Safaricom Shop, I delivered frontline support for inquiries, complaints, and technical issues, maintaining accurate customer records using CRM systems and improving customer satisfaction through troubleshooting. Previously, as a Spa Receptionist, I managed bookings and cancellations for international clients and resolved issues to support repeat business, earning “Best Employer of the Year.” I bring e-commerce and CRM strength—working with Gorgias and Shopify, managing order flows, refunds & returns, and driving upselling & cross-selling through clear communication and product knowledge.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Safaricom Shop

Aug 2022 - Feb 2025 (2 years 6 months)

Handled high-volume customer inquiries, complaints, and technical issues while maintaining service quality and KPIs. Managed customer records in CRM systems and promoted loyalty programs and value-added services to improve retention.

Customer Support CRM Systems Complaint Resolution Technical Troubleshooting Customer Retention Loyalty Programs Multitasking

Spa Receptionist

Cleopatra Spa Health & Wellness

Oct 2017 - Nov 2021 (4 years 1 month)

Managed international client bookings, cancellations, and rescheduling in a high-volume spa environment. Resolved customer issues professionally and maintained accurate records to support satisfaction and repeat business.

Customer Service Guest Reception Digital Booking Systems Email Support Complaint Resolution Customer Retention Conflict Resolution Time Management

Assistant Stock Controller

Galileo Lounge

Jan 2015 - Aug 2017 (2 years 7 months)

Supported inventory management and coordinated with internal teams to improve operational efficiency. Improved inventory rotation processes, reducing wastage by 40%, and trained/mentored staff while resolving customer-related issues.

Inventory Management Stock Control Process Improvement Operational Efficiency Team Collaboration Record keeping

Hostess

Sarova Stanley Hotel

Feb 2012 - Nov 2014 (2 years 9 months)

Handled guest reservations and inquiries using CRS systems in a high-pressure hospitality setting. Managed high call volumes accurately and coordinated with internal teams to ensure seamless guest experiences.