Open to opportunities

Caroline Njoki

@carolinenjoki1

Message

Customer experience and operations leader with 15+ years driving measurable growth.

Kenya

Message

What I'm looking for

I’m looking to bring my hands-on operational and customer focus into an operations or coordination role at a growth-driven business—helping deliver smooth customer journeys, strong service standards, and measurable results.

I’m a customer experience and operations professional with 15+ years across showroom operations, hospitality supervision, and food and beverage management. I’m known for creating smooth, high-quality customer journeys by overseeing daily operations, coordinating teams, and maintaining clear service standards in high-pressure environments.

I’ve delivered measurable results, including a 95% conversion rate and sustained NPS above 80, while improving service through CRM-managed feedback and performance reporting. From ISO compliance support and internal audits to training, inventory control, and event coordination, I bring a hands-on, customer-first operating style that keeps teams aligned and outcomes consistently strong.

Experience

Work history, roles, and key accomplishments

Current

Showroom Coordinator

Current

Crown Paints Plc

Aug 2017 - Present (8 years 10 months)

Managed day-to-day showroom operations and coordinated cross-functional teams to deliver a smooth end-to-end customer buying experience. Drove customer service performance, maintaining a 95% conversion rate and NPS above 80 while supporting sales growth.

Showroom Operations Customer Service Sales Coordination CRM Management Team Supervision ISO Compliance Event Coordination

Food and Beverage Supervisor

Cold Springs Karen Boutique Hotel

Feb 2013 - Nov 2015 (2 years 9 months)

Supervised daily food and beverage operations across restaurant, lounge, garden, and room service while enforcing health, safety, and quality standards. Trained and coached service staff and coordinated with housekeeping, engineering, and kitchen to ensure consistent guest experience.

Staff Training Service standards Complaint Resolution Inventory Control Event Planning Quality Assurance Food Safety Guest Relations

Food and Beverage Supervisor

Sunrise Casinos

Jul 2011 - Nov 2012 (1 year 4 months)

Managed staff schedules and delivered morning briefings to align service expectations and customer priorities. Conducted quality checks, trained staff on hospitality standards, and coordinated service delivery between the dining floor and kitchen.

Staff Scheduling Briefings Training

Food and Beverage Manager

Mara Sokonoi Camp

Jun 2010 - Jul 2011 (1 year 1 month)

Oversaw food and beverage operations at a remote safari lodge, managing supply constraints while delivering premium guest service. Built and coached a service team, curated seasonal menus, and implemented sanitation and hygiene protocols across preparation and storage.

Food And Beverage Operations Remote Operations Team Leadership Menu Planning Guest Feedback Management Food Safety Compliance

Waitress

Brew Bistro and Lounge

Nov 2009 - Jun 2010 (7 months)

Provided guest service in a fast-paced lounge and bistro environment, supporting smooth service delivery. Followed hospitality standards to ensure a consistent dining experience.

Guest Service Communication Order Taking Customer Support Service Readiness Teamwork Time Management

Salesperson

Enrico Enterprises

Dec 2007 - Aug 2009 (1 year 8 months)

Supported sales activities and customer engagement while helping drive revenue through product recommendations. Maintained a professional customer-facing approach and supported day-to-day sales operations.