Caroline Wanjira
Nairobi,Nairobi Province
Summary
Highly motivated and results-driven Customer Sales service Representative with 5+ years of experience in exceeding sales targets within a fast-paced retail environment. Proven track record of building strong relationships with customers and offering exceptional service to drive customer satisfaction and loyalty. Strong communication and negotiation skills combined with a deep understanding of product knowledge enabled to effectively upsell and cross-sell products to maximize sales revenue. Astute team player dedicated to customer satisfaction and retention. Possesses superior communication skills coupled with strong problem-solving and conflict-resolution abilities. Offers dependable work ethic and commitment to quality service.
Overview
6
6
years of professional experience
Work History
Sales and customer service representative
Promise Beauty Hub Ltd
Dubois Road, Nairobi
07.2020 - Current
- Handled customer complaints, providing appropriate solutions and recommending alternatives.
- Responded promptly to customer questions to improve customer loyalty and satisfaction.
- Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
- Answered 30 + telephone calls per day with professionalism.
- Coordinated advanced help for complex product service issues.
- Offered current, accurate advice on optional solutions for concerns.
- Applied conflict management to stressed and concerned customers.
- Set appointments with field teams to carry out service changes or deliver new products.
- Completed thorough documentation POS for each inquiry.
- Implemented customer follow-up to uphold service standards.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Shared informational brochures and details about policies to help guests make decisions.
- Handled in-person, email, and mailed correspondence.
- Processed and issued refunds, exchanges, and credit notes, providing tailored solutions to customer issues.
- Completed transactions to replace or exchange defective items.
- Information about inquiries and complaints is recorded in internal database.
Brand Promoter
Koko Networks ltd
Nairobi, Nairobi Province
04.2019 - 06.2020
- Demonstrated benefits of KOKO cooker and pitched it to potential customers
- Achieved daily, weekly, and monthly targets for KOKO cookers and KOKO fuel
- Used KOKO Sales tools to record customer details and report daily sales activities
- Acted as brand ambassador during field activation events and routine sales activities
- Communicated openly and honestly with KOKO customers throughout sales process
- Built, managed, and maintained strong positive customer relationships
- Escalated customer queries and issues to management as appropriate.
- Promoted brand identity by maintaining consistent visual merchandising.
- Built positive customer relationships, using interpersonal skills and natural charisma to engage in conversation.
- Attracted customers through new event concepts and interesting discussion topics.
- Coordinated with retailers to implement impactful in-store displays and promotions.
- Executed strategic brand presentations to enhance product awareness and consumer engagement.
- Organized and participated in promotional events to boost brand visibility and market presence.
- Established and maintained positive relationships with clients for increased brand loyalty.
- Facilitated product demonstrations and provided in-depth information to potential customers.
- Leveraged market and competitor data to identify market opportunities and gaps.
- Maximized media coverage through tactical planning and communications.
- Promoted brand identity by maintaining consistent visual merchandising through perfect activations and targeting high footfalls
Waitress
Friends Dinner Inn Bunyala
Nairobi, Nairobi Province
02.2018 - 03.2019
- Delivered outstanding customer service in line by following departmental protocols.
- Increased return customer rate by 50% by quickly establishing strong rapport with customers.
- Increased average customer satisfaction rate by 20% through identifying and implementing strategies to improve customer experience.
- Kept strong understanding of hospitality and menu changes to effectively advise on allergies or dietary restrictions.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Reduced complaints by 30 % by proactively responding to customer concerns and implementing remedial action.
- Upheld excellent standards to create safe working environment complying with health regulations and food safety standards
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
- Arranged tables and set up linens and silverware in preparation for guests.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Delivered checks, collected cash or credit card payments, and provided receipts to customers.
- Provided friendly, courteous service, maximizing positive customer satisfaction ratings.
- Maintained excellent level of service in busy and demanding restaurant environment.
- Demonstrated exceptional memory and communication skills for reliable and trusted service.
- Attended to customer's needs proactively for first-class waiting service.
Education
Certificate in Computer Packages Information and Technology, Excel,Word, PowerPoint and still studing - Information And Technology
Queenstar Computer College
Nyahururu11.2017
Secondary Education - Applied
Oljoro Orok High School
Nyahururu11.2017
Skills
- Communication skills
- Problem-solving abilities
- Active listening
- Time management
- Relationship building
- Product knowledge
- Multitasking abilities
- Customer rapport
Interests
HOBBIES
, Reading
Swimming
Explore Places of Interest
AWARDS
Recognition of outstanding, SPECIAL PROJECTS
, May 2017Organizer
Music and festival
Coordinated fundraising for annual summer music and art
festival from local schools and private institutions while
preparing music stage and performance. Had the representatives
of each respective school to participate in the county music and
festival.
Languages
English
Fluent
Swahili
Fluent
Timeline
Sales and customer service representative
Promise Beauty Hub Ltd
07.2020 - Current
Brand Promoter
Koko Networks ltd
04.2019 - 06.2020
Waitress
Friends Dinner Inn Bunyala
02.2018 - 03.2019
Certificate in Computer Packages Information and Technology, Excel,Word, PowerPoint and still studing - Information And Technology
Queenstar Computer College
Secondary Education - Applied
Oljoro Orok High School
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