Caroline O.

Caroline O.

Senior Customer Service Officer

Followers of Caroline O.46 followers
location of Caroline O.Mombasa County, Kenya

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  • Timeline

  • About me

    General Manager | HR & Client Relationship Expert | Interior Design Consultant | Driving Strategic Growth & Operational Excellence

  • Education

    • Egerton University

      2002 - 2007
      Bachelor of Arts - BA Interior Architecture 2nd class honors upper division
    • Egerton University

      2003 - 2007
      Bachelor's degree Clothing Textile and Interior Design
    • University of Nairobi

      2024 - 2026
      Master of Business Administration - MBA Business Administration and Management, General
  • 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.

  • Licenses & Certifications

    • Higher Diploma in HR Management

      Institute Of Human Resource Management
      Jan 2013