Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I am a customer service professional with over five years of experience supporting customers in busy, client-facing environments. I excel at resolving inquiries, improving service processes, and boosting customer satisfaction while maintaining professionalism under pressure. I am currently expanded my skills through the ALX Virtual Assistant program, focusing on remote work and digital communication to enhance efficiency and support for distributed teams.…I am a customer service professional with over five years of experience supporting customers in busy, client-facing environments. I excel at resolving inquiries, improving service processes, and boosting customer satisfaction while maintaining professionalism under pressure. I am currently expanded my skills through the ALX Virtual Assistant program, focusing on remote work and digital communication to enhance efficiency and support for distributed teams.

Caroline Muthoni

Content Creator, Co-Writer, Copywriter, +2





I am a customer service professional with over five years of experience supporting customers in busy, client-facing environments. I excel at resolving inquiries, improving service processes, and boosting customer satisfaction while maintaining professionalism under pressure. I am currently expanded my skills through the ALX Virtual Assistant program, focusing on remote work and digital communication to enhance efficiency and support for distributed teams.…I am a customer service professional with over five years of experience supporting customers in busy, client-facing environments. I excel at resolving inquiries, improving service processes, and boosting customer satisfaction while maintaining professionalism under pressure. I am currently expanded my skills through the ALX Virtual Assistant program, focusing on remote work and digital communication to enhance efficiency and support for distributed teams.

Available to hire

I am a customer service professional with over five years of experience supporting customers in busy, client-facing environments. I excel at resolving inquiries, improving service processes, and boosting customer satisfaction while maintaining professionalism under pressure.

I am currently expanded my skills through the ALX Virtual Assistant program, focusing on remote work and digital communication to enhance efficiency and support for distributed teams.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Swahili

Fluent

Work Experience

Customer Service / Shop Attendant at Castle Inn

August 1, 2020 - August 1, 2025

Resolved high-volume inbound service inquiries and ticket backlogs efficiently, reducing wait times by 60% through digital workflow optimization. Implemented patient-centric feedback processes and HIPAA-aligned data handling protocols that improved customer satisfaction and data security. Streamlined inventory logistics and supply chain checks for essential supplies, reducing stock gaps and ensuring 24/7 service continuity. Utilized advanced troubleshooting techniques to address administrative delays, maintaining 100% accuracy in financial counseling and record-keeping.

Customer Service / Shop Attendant at PATMAT COMMUNICATION TRADERS LTD

August 1, 2019 - April 1, 2022

Analyzed and addressed recurring service issues via CRM software, improving overall customer experience and ticket resolution speed. Managed digital engagement and high-volume inquiry traffic using Salesforce-aligned methodologies, increasing foot traffic and conversion by 50%. Strengthened front desk administrative operations by implementing new document management systems, reducing service delays for technical support. Maintained a high-speed data entry standard (40+ WPM) to accurately log customer interactions and troubleshooting steps in real-time.

Paramedic at ALS AMBULANCE

February 1, 2019 - December 1, 2020

Delivered accurate emergency cardiac care and device monitoring, ensuring effective coordination with specialized medical teams and hospitals. Maintained and troubleshooter medical device equipment and life-support supplies, increasing operational preparedness and patient safety. Investigated patient medical histories and documented vital signs under strict HIPAA compliance and clinical protocols. Facilitated patient transport logistics by coordinating with healthcare providers and navigating complex medical insurance requirements.

Front Desk Administrator at RIDGEWAYS TOURS & TRAVEL

April 1, 2015 - January 1, 2019

Organized filing systems for travel and medical coverage documents, reducing document retrieval time by 50% for Insurance Verification purposes. Trained staff on Benefits Investigation and client advocacy, cutting customer wait time by 80% through workflow automation. Maintained high service standards and professionalism while navigating out-of-pocket cost estimations and reimbursement knowledge for international clients. Utilized Microsoft Outlook and administrative software to resolve complex scheduling conflicts and provider communications.

Customer Service / Shop Attendant at Patm at Communications Traders Ltd

August 1, 2019 - April 1, 2022

Analyzed and addressed recurring service issues, improving overall customer experience. Managed social media engagement, increasing foot traffic by 50%. Strengthened front desk operations, reducing service delays.

Paramedic (Part Time) at ALS Ambulance

February 1, 2019 - December 1, 2020

Delivered accurate emergency care, ensuring effective coordination with medical teams. Maintained medical equipment and supplies, increasing operational preparedness.

Volunteer at St. John Ambulance

February 1, 2019 - March 1, 2019

Delivered accurate emergency care, ensuring effective coordination with medical teams. Maintained medical equipment and supplies, increasing operational preparedness. Coverage of events and sports tournaments. Customer Support. Strategic Planning. Project Coordination.