Caroline Muriuki
@carolinemuriuki2
Customer Support Specialist with 10+ years delivering KPI-driven, high-volume support across BPO and e-commerce.
What I'm looking for
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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
Paragon College
Scottish Qualifications Certificate, Food & Beverage and Guest Relations
2011 - 2012
Completed a Scottish Qualifications Certificate in Food & Beverage and Guest Relations at Paragon College in Nairobi from 2011 to 2012.
East African Institute of Certified Studies
Certificate, Computer Packages
2011 -
Earned a certificate in Computer Packages in 2011 at East African Institute of Certified Studies.
Availability
Location
Authorized to work in
Job categories
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