Caroline O.

Experience

• 

  Commercial Bank of Africa (CBA Group)

  Apr 2008 - Nov 2013

  Senior Customer Service Officer

  Successfully led initiatives that resulted in a measurable increase in customer satisfaction and loyalty, as demonstrated through customer feedback surveys and repeat business. Streamlined customer service processes, reducing wait times and increasing the efficiency of service delivery ensuring higher levels of customer retention and satisfaction.

• 

  NCBA Group

  Apr 2013 - now

  Human Resources Relationship Manager

  Talent acquisition and onboarding.Employee engagement and relations.Performance management and feedback systems.HR policy implementation and compliance.Client-focused problem resolution.Proficient in HR software and case management tools.

• 

  NIC Bank Limited

  Dec 2013 - Jul 2018

  Relationship Manager

  Managed a portfolio of clients, providing personalized financial solutions to meet their banking needs and enhancing their overall banking experience. Acted as the primary point of contact for customer inquiries, complaints, and service issues, consistently resolving concerns efficiently and ensuring a positive customer experience.

• 

  Nivanna Interiors

  Jul 2018 - Jan 2025

  Customer Service Specialist

  Lead the Day-to-Day running of the business whilst overseeing teams across different locations.

• 

  Technical University of Mombasa

  Sept 2019 - Jan 2025

  Lecturer

  Prepare students for careers in the design industry by offering practical lessons and industry insights that foster creativity, technical skills, and business acumen.