Carol Kioko
@carolkioko
I lead 24/7 customer service teams, escalations, quality reviews, and workforce planning.
KenyaWhat I'm looking for
At ABC Solutions Ltd, I lead and develop Customer Service Agents in a fast-paced 24/7 support operation, helping teams meet performance targets and service standards.
I coordinate shift schedules, monitor workforce adherence, and handle complex customer escalations to ensure queries are resolved professionally and on time.
I conduct quality assessments, coach team members, and prepare performance reports that highlight successes and opportunities to improve service delivery.
My earlier experience in accounting and administration strengthened my operational management, reporting, reconciliation, scheduling, and problem-solving capabilities. I’m committed to maintaining high service standards and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Customer Service Supervisor
ABC Solutions Ltd
Jul 2019 - Present (7 years 2 months)
Lead and motivate a team of customer service agents, coordinate shift schedules, handle escalations, conduct quality assessments, and prepare performance reports.
Education
Degrees, certifications, and relevant coursework
Daystar University
Master of Arts, Clinical Psychology
Pursuing a Master's degree in Clinical Psychology.
Kenya Institute of Professional Counseling
Professional Diploma, Psychological Counseling
2020 - 2022
Completed a Professional Diploma in Psychological Counseling.
Kenyatta University
Bachelor of Commerce, Management Science
2014 - 2018
Earned a Bachelor of Commerce degree with a focus on Management Science.
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Carol?
You can contact Carol and 90k+ other talented remote workers on Himalayas.
Message CarolGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
