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Caroline Njoroge

@carolinenjoroge

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Versatile Customer Experience Specialist with expertise in risk management.

Kenya

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What I'm looking for

I seek a role that values customer-centric approaches and offers growth opportunities.

I am a versatile and goal-oriented Customer Experience Specialist with extensive experience in the Fintech sector, focusing on risk management and fraud prevention. My career has been dedicated to building strong customer relationships and enhancing customer engagement, which I believe are crucial for driving brand loyalty. I have honed my skills in managing risks, identifying fraud, and ensuring compliance with regulations, all while providing exceptional customer support.

Throughout my career, I have worked in various roles that have allowed me to develop a comprehensive understanding of customer needs and operational efficiency. My experience includes performing thorough background checks, monitoring transactions for compliance, and collaborating with cross-functional teams to address customer queries. I am passionate about continuous improvement and have a proven track record of enhancing customer experiences through effective communication and problem-solving.

Experience

Work history, roles, and key accomplishments

Current

User Protection Support Agent

Current

Sendwave

Sep 2004 - Jan 2025 (20 years 4 months)

Responsible for evaluating applicants and conducting thorough background checks during the onboarding phase. Monitored transactions for fraud schemes and ensured compliance with KYC regulations.

Risk Assessment Fraud Detection Compliance Operations KYC Data Analysis Communication Critical Thinking Teamwork Problem Solving

Customer Service Representative - Social Media

Betika

Jun 2017 - Oct 2021 (4 years 4 months)

Engaged with clients to determine their requirements and ensure satisfaction. Provided direct support to clients and managed difficult customer interactions across various product lines.

Customer Service Public Relations Teamwork Time Management Leadership Problem Solving Data Analysis

Customer Experience Executive

Safaricom Limited

Jun 2016 - Jan 2017 (7 months)

Managed customer relationships and addressed inquiries. Ensured customer satisfaction by resolving complaints and providing timely solutions.

Customer Relationship Management Problem Solving Teamwork Time Management Leadership Data Analysis

Executive Secretary

Stonbita Enterprises

Aug 2008 - Jul 2016 (7 years 11 months)

Organized schedules and facilitated communication between executives and clients. Managed documentation and improved business processes.

Communication Time Management Documentation Problem Solving Teamwork Leadership

Customer Care Agent

Continental B.P.O

Nov 2007 - Jul 2008 (8 months)

Provided customer support through outbound calls and addressed inquiries. Maintained client rapport and updated database information.

Customer Service Communication Data Entry Problem Solving Teamwork Time Management

Customer Care Agent

Kencall

Feb 2007 - Oct 2007 (8 months)

Assisted customers with internet service inquiries and maintained accurate account data. Promoted customer retention through effective communication.

Customer Service Communication Problem Solving Data Management Sales Teamwork

Events Coordinator

Party Party Event Organizers

Jan 2003 - Dec 2006 (3 years 11 months)

Coordinated logistics for client events, ensuring high satisfaction ratings. Managed vendor relationships and fulfilled contractual obligations.

Project Management Communication Problem Solving Teamwork Customer Service

Polling Clerk

Electoral Commission of Kenya

Dec 2002 - Jan 2003 (1 month)

Verified voter identification and counted ballots during elections. Ensured compliance with voting regulations.

Compliance Communication Teamwork Problem Solving

Education

Degrees, certifications, and relevant coursework

Graffins College

Diploma, Human Resource Development

2004 - 2005

Completed a Diploma in Human Resource Development, focusing on the principles and practices of human resource management, including recruitment, training, and employee relations.