CAROLYNE MACHUA
Nairobi
Summary
Innovative Relationship Manager focused on developing strategic business opportunities by delivering exemplary service to each client's individual needs. Respected professional with exceptional knowledge regarding risk management.
Overview
8
8
years of professional experience
Work History
Relationship Manager
Corporate Staffing Services
01.2022 - Current
- Develop targeted presentations for prospective clients, effectively showcasing the value of our services and products.
- Operate as the point of contact for assigned clients, both new and existing clients
- Ensure an ongoing relationship with the clients while developing and maintaining long-term relationships with the client
- Modifying current recruiting procedures or developing new procedures as needed
- Monitoring key recruitment metrics to identify and resolve issues affecting recruiting procedures
- Conducting interviews with job applicants and creating a shortlist of suitable candidates
- Ensure constant communication with clients throughout the recruitment process
- Generate sales among client accounts, including cross-selling of company’s services
- Identify opportunities to grow business with existing clients
- Cultivate and maintain a good relationship with new and existing clients
- Engage previous clients in a bid to nurture an ongoing relationship
- Collaborate with the recruitment team to ensure timely delivery
- Ensure the smooth running of the recruitment process from sourcing, execution and closing
- Ensure timely invoicing and collection from clients as per agreement
- Identify and assess the training needs of different organizations
- Develop individualized and group training programs that address specific needs
- Evaluating current recruiting procedures to determine whether they can be modified for increased efficiency and effectiveness
- Key Achievements: I have been able to on-board 20 new clients
- I have also generated revenue worth more than Kshs 6 million.
Business Development Executive and Marketer
Rryte Insurance Agency
06.2020 - 11.2021
- Increased client base by identifying and pursuing new business opportunities through market research and networking.
- Generated revenue growth by developing and executing targeted sales strategies to expand market share.
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Provided exceptional customer service by promptly addressing client concerns and resolving issues as they arose.
- Implemented sales training programs for new business development team members, increasing overall effectiveness in securing new clients.
- Established a robust sales pipeline by consistently identifying, qualifying, and nurturing leads through various outreach methods.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Increased brand awareness by developing and implementing comprehensive marketing strategies.
- Promote and advertise the agency products and services on various platforms
- Analysing financial data and developing effective strategies to reduce business costs and increase agency profits
- Driving quality of business by ensuring achievement of set business mix target and organize a calendar of marketing events
- Developing and sustaining solid relationships with agency’s stakeholders and customers
- Developing insurance product quotations for clients and business proposals
- Ensuring that the agency meets revenue targets
- Tracking expenses and maintaining the agency budget
- Researching and developing new markets to improve sales
- Meeting with potential clients to present the agency offerings and negotiate business deals
- Analyse the impact of marketing campaigns and prepare monthly reports
- Develop marketing strategies and create digital media marketing content
- Continuously monitor web traffic and social media pages while addressing clients’ queries
- Reporting on successes and areas needing improvements
- Key Achievements: I was able to create website content and social media pages
- Increased client base by 63% and sales by 85%.
Relationship Officer
Kenya Orient Insurance Ltd
01.2019 - 02.2020
- Retained valuable customers by identifying opportunities for account expansion and addressing areas of concern before they escalated.
- Improved client onboarding experience by streamlining documentation processes and setting clear expectations from the outset.
- Assisted branch manager in developing strategic initiatives aimed at increasing overall profitability while maintaining excellent service standards.
- Maintained and built close relationships with customers through regular contact and visits.
- Responsible for obtaining and providing the correct marketing intelligence for product development, customization and pricing
- Proactively drive quality of business by ensuring achievement of set business mix target of motor and non-motor businesses
- Facilitating focus groups, collecting feedback through market research and surveys
- Acquiring and developing new accounts while reactivating and growing dormant accounts
- Ensure top notch customer experience is delivered to intermediaries and they are constantly updated on the progress and status of their accounts, from quotations, policy inception, renewals and claims
- Ensure compliance with the company’s credit policy by collecting revenue from key accounts
- Handling customer queries and complaints has enabled me to gain problem solving skills by ensuring that their issues are resolved
- Organizing and attending marketing activities or events to raise brand awareness and support the marketing department
- Devising rewards and loyalty programs
- Key Achievements: I was able to activate 30 accounts and acquire 5 new accounts in 6 months
Customer Experience Associate
Kenya Orient Insurance Ltd
12.2015 - 12.2020
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Handling data analysis, presentations and preparing monthly management reports.
- Take service provider through trainings on products to enable them to enhance their service delivery and effectiveness while also improving our business relationship
- Liaise with stakeholders and vendors to promote success of activities and enhance the company’s presence
- Achieve the set sales targets for the department
- Adhere to the Client Verification & Validation Process KPI and update the CRM accordingly
- Handle call centre campaigns; e.g Renewal campaigns, Welcome/ scope of cover campaigns, Did You Know campaigns, sales campaigns, feedback Surveys and other campaigns as required
- Respond to customer queries (product/company information, etc.) and complaints and follow up with other supporting departments within the stipulated SOP timeline with a goal of enhancing customer experience and escalate any issues to management appropriately
- Meet Quality Assurance Requirements and other key performance metrics
- Actively participate in process improvement meetings as required
- Managed high call volume, maintaining a professional demeanor and ensuring timely resolution of issues.
- Conducted regular follow-ups with clients to ensure satisfaction and identify areas for improvement.
- Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service.
- Implemented feedback from clients into actionable steps aimed at improving our products and services offering continually evolving experiences.
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
- Monitored social media platforms for potential client issues or inquiries then addressed them proactively resulting in positive online reputation management.
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Education
BBA - Marketing
Mount Kenya University
Nairobi, Kenya12.2015
High School Diploma -
Nginda Girls High School
01.2007
Skills
- Business Relationship Cultivation
- Service Support
- Account Management
- Relationship Building
- Customer Portfolio Management
- Client Engagement
- Client Acquisition
- Business Development
- Staff Recruitment and Hiring
- Problem-solving
- Client retention
- Customer Relationship Management
career profile summary
I am a result oriented and creative profession with over 8 years of experience in the service industry. The experience I have gained over the years has enabled me to hone my skills in customer experience, relationship management, problem solving, sales and marketing, business development, recruiting and talent acquisition. I am now seeking a position where my experience in marketing, business development, talent management and acquisition will be utilized and developed with a view to grow the organisation.
professional courses and trainings
- CIM Diploma in Professional Marketing, Simon Page College of Marketing, 08/2017, 07/2018
- Diploma in Human Resource Management, Institute of Human Resource Management, 01/2010, 07/2011
- Leadership – Short Course Training, Corporate Staffing Services, 03/2023
- Project Management– Short Course Training, Corporate Staffing Services, 04/2023
- Monitoring and evaluation- – Short Course Training, Corporate Staffing Services, 05/2023
- Training of Trainers-– Short Course Training, Corporate Staffing Services, 06/2023
references
Available upon request
Timeline
Relationship Manager
Corporate Staffing Services
01.2022 - Current
Business Development Executive and Marketer
Rryte Insurance Agency
06.2020 - 11.2021
Relationship Officer
Kenya Orient Insurance Ltd
01.2019 - 02.2020
Customer Experience Associate
Kenya Orient Insurance Ltd
12.2015 - 12.2020
BBA - Marketing
Mount Kenya University
High School Diploma -
Nginda Girls High School
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