Caroline Kibuchi

Background

About Caroline Kibuchi

A Certified Call Centre Manager, Customer Experience Champion and QMS Internal Lead Auditor with over 10 years of regional experience in the telecommunications industry, having worked at Safaricom PLC, a blue-chip company serving over 34 million subscribers in a 24/7 fast-paced environment. Adept at enhancing customer excellence, service delivery, and digital transformation, I specialize in end-to-end contact centre operations, fraud mitigation, network issue reporting, and CRM tools optimization. As an agile leader, I have led high performing cross-functional teams, embedding a design-thinking mindset to drive product and service enhancements. I have recruited, trained, supervised, and appraised customer-facing teams, ensuring exceptional performance and alignment with business goals. My leadership in M-PESA dealer management, agent partnerships, and customer service optimization has led to significant improvements in sales, efficiency, and overall customer satisfaction. Key Achievements & Leadership Impact: Operational Excellence: Led a team of 2 team leaders, 2 stock controllers, and 10 customer care agents, driving retail sales growth and customer engagement. Performance Transformation: Coached, trained, and mentored teams, increasing productivity and work efficiency by 75% through strategic performance management. Talent Development: Spearheaded the recruitment of 20+ staff annually, strengthening workforce capabilities and fostering a culture of excellence. CX Innovation: Launched the Pongezi Awards in 2005 to recognize and celebrate outstanding call centre performance, boosting team morale and service quality. Customer Experience Leadership: Ranked #1 in Net Promoter Score (NPS) company awards in 2018, reflecting top-tier customer satisfaction and loyalty. Company Recognition: Honored as a Safaricom Way Hero in 2017 for driving outstanding service excellence and customer advocacy. Industry Impact: Served as Vice Chair for The Down Syndrome Family Support Group T21 in Kenya, championing inclusive community engagement. I excel at leveraging data-driven insights, agile methodologies, and digital solutions to enhance customer journeys and operational efficiencies, I am now seeking a Director or Head of Customer Experience, Contact Centre Operations, or Service Delivery role where I can drive business transformation, optimize customer interactions, and scale service excellence. Let’s connect! – carolwambui2002@gmail.com