Caroline Karira

Achievements • Established and launched the Anko Retail call centre from the ground up, designing workflows and customer support processes. • Recruited, trained, and onboarded 8 call centre agents, improving response times and service consistency. • Led end-to-end e-commerce operations, managing high-volume online orders from placement to final delivery. • Played a key role in product listing and catalogue management on the company website, ensuring accurate pricing, descriptions, and availability. • Actively managed the backend of the e-commerce selling system (Ecwid), including order processing, inventory visibility, and system updates. • Reduced delivery-related complaints by introducing proactive customer communication and order tracking. • Improved rider efficiency and accountability through structured rider assignment and performance monitoring. • Successfully handled complex customer escalations, including refunds, returns and failed deliveries, protecting key customer relationships. • Identified operational gaps and implemented process improvements that shortened fulfillment turnaround times. • Maintained accurate operational and rider performance records to support data-driven decision-making. • Implemented a CRM-based call management system using 3CX, configuring call flows, logging, and reporting, and trained agents on effective usage. • Introduced and managed a WhatsApp customer engagement platform (AiSensy), streamlining chat-based support and improving customer responsiveness.

Achievements • Managed and retained a portfolio of merchant accounts, serving as the primary relationship owner. • Played an active role in recruiting, onboarding, and activating new merchants, ensuring smooth setup and early adoption. • Improved merchant satisfaction and retention by resolving account, payment, and system related issues efficiently. • Supported merchants through product training and usage guidance, increasing platform adoption. • Contributed to revenue growth by identifying upselling and cross-selling opportunities. • Acted as a key liaison between merchants and internal technical teams to resolve escalations quickly. • Supported reporting and account reviews to help leadership track merchant performance and engagement.

Achievements • Delivered frontline customer support via phone, email, and chat, contributing to timely issue resolution. • Logged, tracked, and followed up on customer issues, improving case visibility and response accuracy. • Assisted senior staff with merchant follow-ups and reporting, reducing operational backlog.

Achievements • Actively involved in the rollout of FlexPay Website Version 2, supporting testing, issue identification, and deployment. • Assisted with debugging system and website issues by identifying, documenting, and escalating bugs. • Collaborated with developers and product teams during system upgrades to ensure minimal service disruption. • Documented system issues, fixes, and user feedback to support continuous product improvement.