caroline wachira
@carolinewachira2
I improve customer experiences through operations monitoring, technical troubleshooting, and multi-channel support.
KenyaWhat I'm looking for
At Teleperformance Kenya, I support business and consumer customers across phone, email, and chat, resolving inquiries, complaints, escalations, and service requests while maintaining accurate records.
I've monitored and coordinated 50+ field agents at Proto Energy, moderated marketplace content and pricing at ISON Xperiences, and exceeded inbound lead-conversion targets at JIJI. My IT background supports my work with CRM systems, reporting, operational monitoring, and technical troubleshooting.
Experience
Work history, roles, and key accomplishments
Provide professional customer service and support to business and end-consumer customers through phone, email, and chat channels. Handle customer inquiries, complaints, escalations, and service requests while maintaining accurate records and database information.
Content Moderation Agent
ISON Xperiences
Oct 2025 - May 2026 (7 months)
Performed detailed price comparison analysis across multiple e-commerce platforms to ensure competitive pricing accuracy. Moderated marketplace content to maintain compliance with platform policies and quality standards.
Command Center Agent
Proto Energy LTD
Dec 2023 - Jul 2025 (1 year 7 months)
Monitored and coordinated 50+ field agents using real-time tracking and dispatch systems. Investigated operational disruptions, escalated technical or safety incidents, and prepared daily and weekly operational performance reports.
Telesales Executive
JIJI
Aug 2022 - Mar 2023 (7 months)
Exceeded weekly sales targets through effective inbound lead conversion. Built trust-based customer relationships using consultative selling techniques and maintained accurate customer records and sales performance documentation.
Education
Degrees, certifications, and relevant coursework
Zetech University
Bachelor of Science, Information Technology
2023 - 2026
Completed Bachelor of Science in Information Technology, awaiting graduation.
Technical University of Kenya
Diploma, Information Technology
2018 - 2022
Completed Diploma in Information Technology.
Icuga Girls Secondary School
Kenya Certificate of Secondary Education, General Studies
2014 - 2017
Completed Kenya Certificate of Secondary Education.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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