Carol User

Handled inbound and outbound customer inquiries via phone and email, managing 5–15 calls/day and ensuring timely resolution by escalating and following up on outstanding issues to maintain client satisfaction.

Managed and coordinated day-to-day operations of a contact center team, achieving KPI targets by distributing work, coaching staff, monitoring performance and implementing corrective actions.

Executed image tagging, data entry, digitization and quality review processes, maintaining production data and quality scores while sampling outputs to ensure project accuracy.

Delivered prepared sales talks and persuaded customers to purchase or retain products, contributing to sales and customer retention efforts.

Served customers, handled inquiries, identified needs and processed orders and book reservations to support retail operations.

Performed sales and marketing activities to promote insurance products and grow client base through direct outreach and client engagement.

Completed a Certificate in Web Research covering digital literacy, web research, and work readiness.

Completed a Diploma in Food and Beverage Production between June 2015 and March 2016.

Completed an International Computer Driving License (ICDL) certificate covering IT concepts, word processing, spreadsheets, databases and presentation tools.

Attended secondary school and obtained the Kenya Certificate of Secondary Education.