Open to opportunities

Caroline Wangari

@carolinewangari3

Message

Customer Success–focused professional delivering retention through CRM and first-contact resolution.

Kenya

Message

What I'm looking for

I’m looking for an entry-level Customer Success role where I can use my CRM experience and customer-first mindset to drive onboarding, retention, and first-contact resolution, collaborating cross-functionally to improve processes and customer outcomes.

I’m a customer-focused professional transitioning into Customer Success, with 4+ years of experience in customer service, operations coordination, and CRM management (Zoho CRM) across logistics and retail. I’m known for handling high-volume customer interactions (50+ daily) while driving first-contact resolution and maintaining accurate account records to protect satisfaction and retention.

In my most recent role, I managed daily customer communications via phone, email, and chat, keeping customers informed with accurate account and shipment updates. I maintained and updated customer records in Zoho CRM, tracked and audited data for discrepancies, and used structured tracking logs to monitor case status in real time—so follow-through on customer commitments stayed consistent.

I also bring strong cross-functional collaboration, partnering with operations, customs, and last-mile delivery teams to resolve concerns end-to-end and guide customers through processes and documentation. I’m currently building Customer Success, CRM, and SaaS fundamentals through ongoing coursework and a Professional Certificate in Customer Experience (KindredCX), and I’m especially excited about entry-level Customer Success roles with a customer-first mindset.

Experience

Work history, roles, and key accomplishments

Customer Service & Operations Executive

Kentex Cargo Ltd

Aug 2024 - Jun 2026 (1 year 10 months)

Managed 50+ daily customer interactions, providing accurate account and shipment updates and resolving issues on first contact. Maintained customer records in Zoho CRM and coordinated with operations, customs, and last-mile delivery teams to resolve concerns end-to-end.

Customer Support Phone Email Chat Zoho CRM Customer Contact Records Issue Resolution Shipment Tracking Cross Functional Collaboration

Sales Associate

Deichmann

Nov 2023 - Jul 2024 (8 months)

Built customer relationships through proactive engagement and product guidance to support monthly sales targets. Processed high-volume transactions accurately and handled product returns and complaints while providing phone support on stock availability and promotions.

Customer Relationship Management Product Guidance Sales Targets Returns Complaint Resolution Phone Based Customer Support Promotion

Shop Assistant

Naivas Food Market

Jun 2021 - Jan 2023 (1 year 7 months)

Maintained high shelf availability through stock monitoring to support consistent customer experience. Resolved pricing discrepancies, coordinated order fulfillment with wholesalers and retail customers, and streamlined sales reporting with supervisors.

Shelf Availability Pricing Discrepancies Customer Support Sales Reporting

Customer Service Representative

Smiles Gift Shop Kenya

Aug 2020 - Aug 2021 (1 year)

Supported daily shop operations including order tracking, inventory updates, and customer communications. Resolved customer complaints and managed social media to boost engagement and expand promotional reach.

Order Tracking Inventory Customer Communication Management Complaint Resolution Social Media Management