Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Caroline Kosgey Jeptanui

Caroline Kosgey Jeptanui

Sales Executive/service Advisor
Rift Valley,Kenya

Summary

A high-performing sales professional, I have demonstrated expertise in developing and implementing effective sales strategies that have led to a significant expansion of the customer base. Additionally, I excel at conducting market research, cultivating strong relationships, and forming successful partnerships. Throughout my career, I have gained extensive experience in sales management, business development, marketing, relationship management, customer service, and leadership. My commitment is to surpass expectations, foster fruitful working relationships, implement client retention strategies, and enhance collaboration to drive success and growth. With excellent communication, problem-solving, and analytical skills, I possess the capability to effectively handle responsibilities crucial to a company's growth. My objective is to secure a position where I can apply my sales abilities, generate revenue within assigned markets, and formulate winning sales and marketing strategies.

Overview

18
18
years of professional experience
2014
2014
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Sales Executive| Service Advisor

CMC Group Ltd
08.2018 - Current
  • Company Overview: Tractor Sales
  • Collaborated with mechanics on required repairs and cost-effective alternatives.
  • Leveraged product and service expertise to inform customers about available parts.
  • Advised clients on cost-saving opportunities, benefits of trading in cars, and warranty details.
  • Conferring with customers about inspection results, recommending corrective procedures, and preparing work orders for needed repairs
  • Helping identify a mechanical problem by questioning the customer or doing a visual inspection or road test
  • Referring to service history, inspecting vehicles, and recommending additional needed services
  • Inspecting all vehicles for bodywork, informing customers if work is needed, and providing an estimate for bodywork
  • Greeting customers and directing them to available mechanics
  • Maintaining positive customer relationships to ensure repeat business
  • Advising customers about necessary services for routine maintenance
  • Handling customer complaints and answering questions about service outcomes, scheduling and booking appointments, vehicle drop-off, and vehicle pick-up
  • Calling customers to advise them about service changes or car pick-up times
  • Conducting test drives with customers as needed to confirm problems
  • Contacting customers regarding any changes in the estimate or promised time, explaining cost and time requirements in detail, and getting proper authorization before any additional repairs are performed
  • Obtaining customer and vehicle data before arrival when possible
  • Advising customers on the care of their cars and the value of maintaining their vehicles by manufacturers' specifications
  • Explaining the work performed and the repair order charges to the customer
  • Managing and overseeing the dealership's workflow and schedule
  • Establishing “promised time” and checking with the dispatcher, if necessary
  • Obtaining credit approval, if necessary
  • Handling telephone inquiries regarding appointments and work in process
  • Preparing a repair order showing time, cost, and labor estimates for service
  • Writing a brief description of the customer's concern about the repair order to help the technician locate the problem
  • Providing a complete and accurate written cost estimate for labor and parts
  • Obtaining the customer's signature on the repair order and providing the customer with a copy
  • Reviewing repair orders to ensure that work is completed, and additional work and authorization are noted
  • Implementing a quality control process to eliminate comebacks
  • Ensuring vehicles are parked in assigned areas, locked, and all keys are marked and put away correctly
  • Keeping service department forms, menus, and pricing guides up to date
  • Maintaining high customer satisfaction standards
  • Tractor Sales

Service Advisor

Urysia Peugeot ltd
05.2014 - 07.2018
  • Collaborated with team to manage extensive customer interactions effectively.
  • Coordinating tasks and responsibilities with team members to ensure seamless operations and maintain service standards
  • Participating in team meetings and training sessions to stay updated on best practices and new policies
  • Actively listening to customers to understand their unique concerns and requirements
  • Providing tailored solutions and assistance based on individual customer needs
  • Ensuring all customer interactions are handled with empathy, patience, and professionalism
  • Utilizing scheduling software to book appointments and manage time slots effectively
  • Confirming appointments with customers and providing them with necessary details
  • Adjusting schedules as needed to accommodate urgent or priority requests
  • Recording detailed notes on customer interactions, including issues reported and feedback received
  • Using a customer relationship management (CRM) system to track and update customer information
  • Ensuring all documentation is accurate and up-to-date for future reference
  • Converting layman’s terms used by customers into a technical language understood by technicians
  • Ensuring accurate communication between customers and the repair team to avoid misunderstandings
  • Maintaining consistency in terminology to streamline the repair process
  • Addressing complaints promptly and professionally to resolve issues to the customer's satisfaction
  • Escalating complex or unresolved complaints to higher management as needed
  • Maintaining records of complaints and resolutions for future reference
  • Setting up new customer accounts in the system, ensuring all necessary information is captured
  • Conducting follow-up calls or emails to check on customer satisfaction after service completion
  • Addressing any additional questions or concerns customers may have post-service
  • Generating accurate invoices based on the approved quotations and purchase orders
  • Ensuring all billing information is correct and delivering invoices to customers promptly

Customer Care Representative

Urysia Limited –Peugeot
07.2013 - 05.2014
  • Assisting customers with inquiries and issues related to the company’s offerings
  • Offering guidance and solutions to ensure customer satisfaction
  • Arranging appointments, meeting with potential customers, explaining products, answering questions, writing up orders, and asking for recommendations
  • Scheduling and organizing appointments with prospective clients
  • Explaining the company’s products and services to potential customers and addressing their questions
  • Preparing orders and soliciting referrals and recommendations
  • Engaging with customers to gather information about their needs and preferences
  • Ensuring a thorough understanding of customer requirements
  • Providing advice and recommendations on vehicle maintenance and improvements
  • Helping customers make informed decisions about their vehicles
  • Staying informed about the latest market trends and pricing strategies
  • Monitoring competitor activities to maintain a competitive edge
  • Engaging in price negotiations to reach mutually beneficial agreements with customers
  • Continuously striving to exceed performance expectations
  • Making evaluation reports for the establishment and attending training for new products
  • Scheduling visits for sales representatives with potential clients
  • Ensuring appointments are well-organized and timely

Leasing administrator

Vivo
01.2013 - 01.2014
  • Scheduled service appointments, cataloged customers concerns and comments, wrote service orders and descriptions of problems and repairs, translated customers' repair problems into standard repair terminology, and explained repairs to customers

Cashier

Marshalls East
02.2009 - 06.2013
  • Received and issued receipts and banking of money, managed branch petty cash, built and maintained effective working relationships with operational colleagues and workshop, and received payment by cash, check, or automatic debits

Parts Executive

Marshalls East
02.2007 - 06.2013
  • Kept the stock tabulated both incoming and outgoing stocks, dispatched orders to other branches, received and verified goods received and signing of GRN, and ensured billing and invoicing of goods sold to both retailers and workshop
  • Received Customer Satisfaction Award in 2010 and Best Employee Award in 2013

Education

Bachelor of Business Administration - Purchasing and Supplies Management

Mt. Kenya University
Eldoret

Diploma - Purchasing and Supplies

Kenya Institute of Management

Advanced Certificating - Purchasing and Supplies

Kenya Institute of Management

Skills

Sales Management

Certification

Professional Service Advisory, Ford Motor Academy

Accomplishments

  • Developed and implemented customer service policies and procedures reducing negative customer feedback
  • Maintained contact with clients leading to 90% customer retention
  • Provided excellent service to all customers and received a parts executive of the month Award
  • Received Customer Satisfaction Award in 2010 and Best Employee Award in 2013

Timeline

Sales Executive| Service Advisor

CMC Group Ltd
08.2018 - Current

Service Advisor

Urysia Peugeot ltd
05.2014 - 07.2018

Customer Care Representative

Urysia Limited –Peugeot
07.2013 - 05.2014

Leasing administrator

Vivo
01.2013 - 01.2014

Cashier

Marshalls East
02.2009 - 06.2013

Parts Executive

Marshalls East
02.2007 - 06.2013

Diploma - Purchasing and Supplies

Kenya Institute of Management

Advanced Certificating - Purchasing and Supplies

Kenya Institute of Management

Bachelor of Business Administration - Purchasing and Supplies Management

Mt. Kenya University

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Caroline Kosgey JeptanuiSales Executive/service Advisor