Caroline Kinyingi
About Caroline Kinyingi
Caroline Kinyingi serves as the Social Media Support Team Lead at Yellow Card App, where she has worked since 2022. She has extensive experience in customer service management, having held various roles at Sportpesa and Essar Telecom Kenya Limited.
Work at Yellow Card App
Caroline Kinyingi serves as the Social Media Support Team Lead at Yellow Card App, a position she has held since 2022. In her role, she has conceptualized social media campaigns that increased brand visibility and engagement by 30% within target demographics. She has also implemented a streamlined hiring process, reducing time-to-hire by 30% while ensuring high-quality talent acquisition. Additionally, Kinyingi has initiated continuous improvement initiatives in the customer service department, resulting in a 30% improvement in resolution time and enhanced customer satisfaction scores.
Previous Experience in Customer Service
Before joining Yellow Card App, Caroline Kinyingi held various customer service roles. She worked at Sportpesa as a Customer Service Team Manager from 2016 to 2019, overseeing team operations and enhancing service delivery. Prior to that, she served as a Customer Service Executive at Sportpesa from 2014 to 2016. Her career in customer service began at Essar Telecom Kenya Limited (yuMobile), where she worked as a Customer Service Executive from 2011 to 2014.
Education and Expertise
Caroline Kinyingi has a background in Customer Service Management and Accounting and Finance. She studied at Asean Online Education (AOE), where she achieved a qualification in Customer Service Management and a Certificate in Social Media Strategy for Small Business. Additionally, she attended KCA University from 2009 to 2010, earning a degree in Accounting and Finance. Her educational background supports her expertise in customer service and social media strategy.
Achievements in Customer Service
At Yellow Card App, Caroline Kinyingi has made significant contributions to the customer service department. She designed an onboarding training program that led to a 95% employee retention rate within the first year. Kinyingi also conducted operational audits, identifying bottlenecks and implementing solutions that improved overall efficiency and cost-effectiveness. Her initiatives have played a key role in enhancing service quality and operational performance.
Career Transition and Opportunities
In 2022, Caroline Kinyingi briefly sought new opportunities as a Customer Service Manager in Nairobi, Kenya, for a period of four months. This transition reflects her proactive approach to career development and her commitment to advancing her professional journey in customer service management.