Cocun Juma Wycliffe
Product Manager
Nairobi
Summary
Knowledgeable Travel Design & Product Expert with strong background in product development, delivering impactful products & itineraries. Determined professional skilled in working & adapting to new situations, and challenges, and success in Sales convertion & performance. Result oriented & collaborative, detail and achievement oriented Sales Consultant with proven ability to exceed targets.
I'm poised to contribute to team success, with a willingness to learn and achieve positive results
Overview
12
12
years of professional experience
14
14
years of post-secondary education
3
3
Languages
Work History
Product Manager
Intrepid East Africa
Nairobi, Nairobi Province
04.2024 - Current
- Continuously monitor customer feedback together with Operations Department to gather insightful data for future iterations or updates.
- Optimizing product performance with data-driven analysis per trip, on yearly departures comparison with the PCMs and continuous improvement initiatives through making recommendations, and adjustment to the itineraries improving the NPS.
- Review & coming up with 4 New Products/Itineraries to drive business strategy of the DMC.
- Set departmental goals and formalized policies to maximize team performance and keep project on-task.
- Engaged with PCMs to identify emerging trends, ensuring our product line remained competitive and relevant.
- Foster culture of innovation, encouraging team members to propose and pursue new ideas for product enhancement.
- Improve DMC Product with innovative adjustments in 5 of our series itineraries, resulting in positive feedback.
Senior Sales Consultant
Intrepid
Nairobi, Nairobi Province
11.2022 - 03.2024
- Established strong client relationships for increased customer loyalty and repeat business from the Tailor Made Group & External Brands.
- Evaluated clients' needs and created plan of action on both itineraries and costings for the 3 Tailor Made teams, and more than 5 External Brands.
- Provided exceptional customer service, addressing concerns promptly and professionally both before and during the trips.
- Cultivated existing customer relationships and built rapport with new clients using extensive product knowledge and 12-hour response policy.
- Introduced new Wellness product to existing clients, generating additional revenue streams through upselling techniques, which has been core part of our Sales Department.
- Provided high level of tailored service to each and every customer, which helped to build lasting partnerships.
- Engaged in cross-functional collaborations between departments such as Product Development in order to improve product offerings.
- Mentored junior sales consultants, providing guidance and support for career growth.
- Championed a culture of continuous improvement by regularly seeking feedback from colleagues and customers alike.
- Generated new business through effective prospecting, territory planning and relationship building.
- Trained, coached, and mentored new sales consultants for maximum performance.
- Collaborated with managers to provide customer feedback and recommend operational changes.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Achieved and exceeded company-defined sales targets.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Built and cultivated relationships with customers and turned prospective leads into happy clients by returning messages quickly and answering questions truthfully.
Reservations Assistant (Contract)
PEAK East Africa DMC
Nairobi, Nairobi Province
06.2022 - 10.2022
- Conducted regular training sessions for new hires on reservation procedures and system usage.
- Leveraged strong communication skills when liaising between guests, hotel departments, and external vendors or partners regarding reservations matters.
- Enhanced customer satisfaction by efficiently handling 20 - 30 reservation inquiries and bookings.
- Assisted sales team with lead generation, prospecting new clients, and creating customized proposals for potential business opportunities.
- Increased overall guest experience by ensuring attention to detail in every aspect of the reservation process.
- Provided exceptional customer service, addressing client concerns and resolving issues promptly.
- Streamlined booking processes for increased accuracy and client satisfaction.
- Provided customers with information about availability and pricing.
- Developed knowledge of industry trends, competitor offerings, and market demands to inform strategic decision-making within the company.
- Coordinated group bookings, negotiating rates, managing room blocks, and organizing event logistics as needed.
- Contributed to team performance by effectively collaborating with colleagues on reservations tasks.
- Managed reservation systems to ensure accurate data entry and timely updates for room availability.
Tour Consultant
Denmar Tours and Travel
Nairobi, Nairobi Province
07.2021 - 03.2022
- Receiving and making an average of 25 per day telephone calls for bookings/inquiry.
- Opening & running the social network pages for the company increasing company visibility by 50%.
- Obtaining contract rates for accommodation from hotels/camps/lodges.
- Making quotations for the clients based on their needs.
- Designing of packages for the website.
- Making reservations with suppliers., requesting for and receiving accommodation rates on behalf of the company.
- Invoicing and receipt of payments for the clients.
Sales Consultant
PEAK East Africa DMC
05.2016 - 04.2020
- Assisting in obtaining contract rates
- Making quotations for the clients based on their needs.
- Making follow ups and assisting clients upto confirmation of trip
- Briefing drivers regarding Private groups trips, and getting feedbacks after the trips to see where to improve and where we get credits
- Working in line with the other departments to ensure all Private Group trips work out perfectly
- Updating Salesforce with new quotes, confirmations and cancellations
- Generating departure sales from Salesforce on monthly basis
- Assisting in updating Travel studio with new services, suppliers and packages
Destination Consultant
Africa Journeys Escapes Ltd
Nairobi, Nairobi Province
08.2013 - 04.2016
- Opening & running of client files
- Assisting the Operations Manager on obtaining contract rates
- Making quotations for the clients based on their needs, and increasing our client portfolio by over 50% resulting in increased revenue.
- Meet & greet services for our clients, briefing & debriefing.
- Making reservations with suppliers.
- Invoicing and receipt of payments for the clients.
- Obtaining packages from the hotels/resorts & redesigning for reselling.
Education
Diploma - Travel and Tourism Management
Kenya Utalii College
Nairobi, 30 09.2006 - 09.2010
Kenya Certificate of Secondary Education - K.C.S.E B plain
Ambira High School
Siaya 01.2001 - 01.2004
Kenya Certificate of Primary Education - K.C.P.E 63 points
Awelo Primary School
Siaya 01.1992 - 01.1999
Skills
Product development
Prioritization and execution
Product positioning
Interpersonal communication
Goal setting
Attention to detail
Pricing strategy
Staff management
Product vision and strategy
Teamwork and collaboration
Interests
Playing lawn tennis
Adventure and travelling
Providing services to others
Personal Information
- Date of Birth: 11/23/86
- Gender: Male
- Nationality: Kenyan
- Religion: Christian
Career Ambitions
- To pursue a degree in Hospitality and Tourism Management
- To effectively use the knowledge acquired and the practical experience acquired efficiently in the industry to offer services to the clients
- To be an integral team player who can work with others to achieve organizational goals
- To learn and be able to incorporate new ideas to help in my duties and success of the company
Timeline
Product Manager
Intrepid East Africa
04.2024 - Current
Senior Sales Consultant
Intrepid
11.2022 - 03.2024
Reservations Assistant (Contract)
PEAK East Africa DMC
06.2022 - 10.2022
Tour Consultant
Denmar Tours and Travel
07.2021 - 03.2022
Sales Consultant
PEAK East Africa DMC
05.2016 - 04.2020
Destination Consultant
Africa Journeys Escapes Ltd
08.2013 - 04.2016
Diploma - Travel and Tourism Management
Kenya Utalii College
09.2006 - 09.2010
Kenya Certificate of Secondary Education - K.C.S.E B plain
Ambira High School
01.2001 - 01.2004
Kenya Certificate of Primary Education - K.C.P.E 63 points
Awelo Primary School
01.1992 - 01.1999
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