Carolyne Kagwiria

I’m a customer service and front office professional based in Kenya, currently continuing my Bachelor of Business Administration (HRM) at Mount Kenya University. My background blends front-line customer support with team leadership, so I focus on solutions, rapport, and measurable service improvements.

From 2022–2026 as a Customer Service Representative for Sparkles Mobile Centre (Channel Partner, Airtel Kenya), I handle customer concerns and complaints “in a timely manner” and inform customers of upcoming promotions or deals. I also answer and route incoming calls on a complex digital telephone system, perform database retrieval for directory information, and provide accurate answers from multiple sources.

Earlier, as Front Office Manager at Heritage Hotel Meru (2020–2022), I supported, trained, and supervised front office staff to ensure customer-related tasks were handled “accurately and on time.” I handled customer complaints and special requests, scheduled staff shifts, monitored stock and ordered office supplies, and prepared monthly management reports on customer feedback, bookings, and cancellations while managing the departmental budget.

I also strengthened my operations foundation as an Administrative Assistant on the Isiolo County Pending Bills Audit Task Force (October 2018–April 2019), supporting customer service, data entry, document preparation, collating reports, filing, and basic office and audit accounting tasks. I build trust quickly through strong phone and verbal communication, listening skills, remote teamwork, and CRM systems and practices including Zendesk, Zoho, Intercom, and Hubspot.