Open to opportunities

Caroline Mwangi

@carolinemwangi5

Message

I’m a customer-obsessed professional transitioning into a remote Junior Customer Success Manager role.

Kenya

Message

What I'm looking for

I’m seeking a remote Junior Customer Success Manager role where I can deliver onboarding, retention, and rapid issue resolution, using digital tools to track client data and strengthen brand loyalty.

Dynamic and customer-obsessed, I bring over 7 years of experience driving client satisfaction, retention, and brand loyalty across hospitality, sales, and retail. I’m known for resolving complex customer issues quickly, managing accounts, and maintaining high satisfaction scores in high-pressure environments.

I thrive as a primary point of contact—handling onboarding support, complaint resolution, and escalation management while keeping communication clear and proactive. From day-to-day guest and customer inquiries to after-sales support, I focus on turning concerns into confidence and long-term relationships.

I also bring strong technical and operational discipline: I use digital tools to track client data, maintain accurate records, and support verification and investigation needs when required. My background includes Google Workspace and Microsoft Office Suite, plus data entry and record keeping to protect data integrity.

I’m excited to transition these high-touch interpersonal strengths into a remote Junior Customer Success Manager role. Fluent in English and Swahili, I collaborate cross-functionally and gather feedback to help improve product offerings and the overall user experience.

Experience

Work history, roles, and key accomplishments

Waitress

Ball Point

Jan 2021 - Jan 2022 (1 year)

Delivered high-quality service in a fast-paced environment, multitasking to meet customer needs and support repeat business. Onboarded and trained new staff on service standards and customer relationship protocols.

Customer Service Multitasking Service standards Staff Training

Sales Representative

Global Marketing

Jan 2020 - Jan 2021 (1 year)

Consulted with customers to understand their needs, matched them with the correct products, and drove retention through after-sales support. Maintained accurate inventory databases and customer records to ensure data integrity.

Matching After Sales Support Customer Retention Data Integrity

Waitress

KFC

Jan 2018 - Jan 2019 (1 year)

Provided customer service in a high-volume environment while adhering to service level standards under time constraints. Maintained consistent performance to meet customer needs during peak periods.

Service standards Time Management

Waitress

Sigona Golf Club

Sep 2023 - Present (2 years 10 months)

Managed high-value client relationships, providing premium personalized service to club members. Served as the primary point of contact for guest inquiries, resolving complaints and escalating complex issues to management.

Customer Relationship Management Customer Satisfaction Complaint Resolution Escalation Management Premium Service

Brand Ambassador

TradCo

Aug 2023 - Present (2 years 11 months)

Engaged potential users to support customer acquisition and onboarding initiatives as the face of the brand. Collected qualitative customer feedback and reported insights to help improve product offerings and user experience.

Brand Promotion Customer Acquisition Onboarding & Support Customer Feedback User Experience

Sales Assistant

Euro Collections Ltd

Jan 2017 - Present (9 years 6 months)

Guided customers through the purchasing lifecycle and resolved billing or product inquiries. Supported seamless customer resolution to maintain a smooth buying experience.

Billing

Business Owner

Self-Employed

Jan 2017 - Present (9 years 6 months)

Managed all aspects of customer relationship management, operations, and conflict resolution while working independently. Maintained a self-driven workflow to handle customer issues and day-to-day operations.

Customer Relationship Management Operations Management Conflict Resolution Independent work