Hillary Avugwi
DIPLOMAT
Nairobi,30
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Sales Operations Associate
Pesapal Limited
Nairobi, Kenya
01.2021 - Current
- Worked closely with sales management to inspect sales process quality and prioritize opportunities for improvement.
- Pointed out process bottlenecks and inconsistencies to upper management, facilitating continuous process improvement to eliminate standard procedures hindering successful sales tactics.
- Assigned sales organization objectives to sales team members in accordance with production schedule to meet business volume demands.
- Collaborated with sales team to qualify potential leads through discussion of product and service needs, laying groundwork for selection of powerful combinations of product and service offerings.
- Focused on repairs of laptops, POS Machines for Newland models .
Customer Service Team Lead
Pesapal Limited
Nairobi, Kenya
04.2017 - Current
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Created working rota every quarter
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Initiated up-sell techniques to increase sales, boosting sales [Number]%.
- Developed measures for performance on agents tasks such as Tickets: SLA,Response time,calls quality and quantity measuring and teams guiding and canceling.
Fire Fighter
KAKAMEGA COUNTY
Kakamega, Kenya
05.2015 - 09.2021
- Maintained strong knowledge of firefighting principles and suppression methods, which enabled proper decision-making in emergency situations.
- Educated public and community members on fire safety and prevention methods to provide life-saving techniques.
- Drove and operated structural pumpers, tankers, ladders and service vehicles to aid in rescue operations.
- Inspected apparatus, equipment, grounds and stations for proper order and condition.
- Checked fire and life safety systems and equipment for proper placement at properties.
Sales Executive
EURO-DIRECT COMAPANY
NAIROBI KENYATTA AVENUE, KENYA
05.2013 - 08.2021
- Analyzed past sales data and team performance to develop realistic sales goals.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Held weekly meetings with Team leads and Managers to identify techniques to overcome sales obstacles.
- Developed SWOT analysis and executed targeted sales strategies accordingly using data-driven decision-making.
- Presented products to clients using dynamic presentations and practical use-case scenarios.
Intern
Ministry of Foreign Affairs
Niarobi, Kenya
10.2016 - 03.2017
- Answered incoming telephone calls, took down messages and provided information.
- Sorted and organized files, spreadsheets and reports.
- Delivered clerical support by handling range of routine and special requirements.
- Used Adobe and Bluebeam to archive paper documents electronically, increasing usability and office organization.
- Drafted Memos,letters and reports for the head of the directorates and reply to other ministries or countries and indivuasls.
Education
Bachelor of Science - DISASTER MANAGEMENT AND INTERNATIONAL RELATIONS
MASINDE MULIRO UNIVERSITY
KAKAMEGA COUNTY 08.2012 - 04.2016
Skills
Organization
Training and Development
Self-Motivated
Time Management
Teambuilding
Multitasking Abilities
Flexible and Adaptable
Leadership
Microsoft applications proficiency
Accomplishments
- Supervised team of 28staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved of 83% by introducing zoho desk for email to tickets at my work place.
Travelling and adventure
I do love travelling to meet new people,share ideas and learn from them.
I use the time and opportunities to market my company products and services.
Travelling gives me time to relax and get new ideas on how to handle issues and get solutions .
Timeline
Sales Operations Associate
Pesapal Limited
01.2021 - Current
Customer Service Team Lead
Pesapal Limited
04.2017 - Current
Intern
Ministry of Foreign Affairs
10.2016 - 03.2017
Fire Fighter
KAKAMEGA COUNTY
05.2015 - 09.2021
Sales Executive
EURO-DIRECT COMAPANY
05.2013 - 08.2021
Bachelor of Science - DISASTER MANAGEMENT AND INTERNATIONAL RELATIONS
MASINDE MULIRO UNIVERSITY
08.2012 - 04.2016