karol wanjiru
@karolwanjiru
I lead end-to-end customer operations, onboarding, activation, and service delivery for enterprise accounts.
KenyaWhat I'm looking for
I've led customer operations for Teleperformance's Zalando and Wyndham enterprise accounts, supervising 8+ Customer Support Specialists while sustaining 95%+ customer satisfaction. I achieved 85% monthly KPI attainment across Wyndham's five-metric commission structure and closed 200 bookings.
At Jamii Telecommunications, I led a 14-person team and owned the lifecycle for 250–300 active accounts each month, from sales handoff through onboarding, installation, activation, and aftercare. I designed a five-day sales-to-activation workflow that replaced an inconsistent cross-functional process, and I bring experience coordinating regional operations at Nestlé alongside Salesforce, SAP CRM, Zendesk, and service delivery systems.
Experience
Work history, roles, and key accomplishments
Customer Operations & Service Coordinator
Teleperformance
Jan 2022 - Dec 2025 (3 years 11 months)
Supervised a team of 8+ Customer Support Specialists across Zalando and Wyndham enterprise accounts, sustaining 95%+ customer satisfaction. Achieved 85% KPI attainment monthly and closed 200 bookings.
Education
Degrees, certifications, and relevant coursework
ALX Africa
Certificate, Salesforce Administration
Currently pursuing Salesforce Administrator training to enhance CRM and customer operations skills.
Deloitte WorldClass
Certificate, Professional Development
2026 - 2026
Earned certificates in Critical Thinking, Effective Leadership, Financial Literacy, Digital Literacy, Personal Branding, and Emotional Intelligence.
ALX Africa
Certificate, Professional Development
2023 - 2023
Completed the ALX Foundations Programme, building foundational professional and leadership skills.
Makerere University
Certificate, Networking
2007 - 2007
Completed the Cisco Networking Academy CCNA 1-4 course, gaining foundational networking knowledge.
Nairobi Institute of Business Studies
Diploma, Customer Service
Earned a Diploma in Customer Service, focusing on customer relations and service excellence.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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