Dennis Onyiego
Business Development, Virtual Assistant, Customer Support
Nairobi
Summary
Top-notch Online Customer Service Representative with extensive experience providing exceptional client engagement and support through various online channels. Proven track record of success in responding to customer inquiries, resolving complaints and managing customer accounts. Collaborative and dedicated to building long-term relationships with clients.
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Virtual Customer Service Representative
03.2022 - Current
- Universal business systems& Asap tickets, Answered live online chats to give quick answers and solve problems faster
- Resolved customer complaints by determining the cause of the problem, selecting the best solution, and expediting correction or adjustment
- Effective liaison between customers and internal departments
- Promoted available products and services to customers during service, account management, and order calls
- Entered orders into the CMS computer database system
- Troubleshot and resolved online ordering issues and concerns to promote a seamless ordering process for customers
- Maintained a positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases
- Documented and updated customer records in CMS to record interactions and facilitate follow-up
- Followed up with online price quotes via email and phone to answer questions and close sales
- Helped customers navigate the website to order Plane tickets online for added convenience and access to a larger inventory
- Processed orders, monitored back orders, invoiced, and followed shipping procedures to expedite the online ordering process
- Assisted clients with product questions to facilitate the online ordering process
- Delivered prompt service to prioritize customer needs
- Maintained up-to-date knowledge of product and service changes
- Answered an average of 100 calls and emails per day, addressing customer inquiries, solving problems, and providing product information.
- Sold airline tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes
Financial Advisor
Acorn Holdings
03.2021 - 03.2022
- Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries, and providing quotes
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts
- Delivered strategic investment advice for individual and corporate clients
- Worked with clients to support understanding of rationale and details of financial strategies
- Facilitated new client onboarding process and investment account setup
- Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals
- Performed due diligence and valuation processes
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on individual needs
- Kept client financial plans optimized for current market trends and economic conditions
- Assisted clients in making beneficial and strategic decisions regarding investments, low-cash financing, and sourcing overseas partners.
Real Estate Consultant
Ameey Homes
01.2019 - 02.2021
- Generated leads for sales and rental properties through cold calls and referrals
- Liaised between buyers and sellers to provide positive experiences for both parties
- Sold a high volume of properties in short timeframes to exceed quotas and maximize business revenue
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations
- Negotiated, facilitated, and managed real estate transactions
- Developed and maintained relationships with clients through networking, and cold calling
- Researched commercial and residential real estate deals
- Informed home buyers of sales and construction processes
- Wrote listing detailing and professionally highlighted property features to increase sales chances
- Worked closely with clients to facilitate appropriate loans and mortgages
- Advertised client properties through websites, social media, and real estate guides
- Reviewed market research data and changed sales plans accordingly
- Assisted clients in financial planning for purchases
- Maintained connections with clients to encourage repeat business and referrals
- Maintained inventories and records of sales collaterals and closings.
Digital Marketer
X, Mobile
TIGI
10.2017 - 11.2018
- Managed marketing campaigns to cultivate brand awareness and drive website traffic
- Drove email acquisition and marketing campaigns to support key business initiatives across account management, new business development, and customer experience
- Masterminded highly successful digital strategies for various platforms to attract customer engagement
- Spearheaded client meetings to determine project needs and professional requirements and identify the correct course of action to enhance client success
- Administered marketing calendar and posted new content to coincide with new product and service releases
- Measured and reported the performance of all digital marketing campaigns, and assessed against
- Developed personal rapport with each client to maintain customer loyalty and establish long-term
- ROI and KPIs
- Collaborated with internal departments to build digital experiences and achieve marketing goals
- Identified growth opportunities and develop initiatives to increase market share
- Created social media content with consistent content and tone
- Monitored and optimized advertising campaigns using Google, Facebook, and Instagram
- Tracked and capitalized on emerging industry trends to boost campaign performance
- Provided weekly updates on digital marketing campaigns to clients, discussing strategic initiatives and methods for improvement.
Product Consultant
Infinix Mobile
09.2013 - 07.2017
- Demonstrated products to help customers try out offerings before making purchases
- Assisted customers with product needs and introduced new store offerings
- Established long-term customer relationships by using effective communication and active listening skills
- Compiled and analyzed customer data and reports to prepare for on-site engagements
- Worked directly with stakeholders and customers to understand the competitive landscape
- Helped identify product gaps and opportunities to improve product position in the market
- Reached out to customers after completed sales to suggest additional service or product purchases
- Attended training and workshops to learn about new products and then shared this information with customers
- Exhibited high energy and professionalism when dealing with clients and staff
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Welcomed, greeted, and assisted guests in high-traffic stores, generating revenue in business
- Recommended products to customers, thoroughly explaining details
- Surpassed sales goals through the implementation of effective marketing strategies.
Education
KCA UNIVERSITY
Nairobi Kenya 01.2018 - Current
Skills
Market Researchundefined
Additional Information
- ADDITIONAL INFORMATION
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Virtual Customer Service Representative
03.2022 - Current
Financial Advisor
Acorn Holdings
03.2021 - 03.2022
Real Estate Consultant
Ameey Homes
01.2019 - 02.2021
KCA UNIVERSITY
01.2018 - Current
Digital Marketer
X, Mobile
10.2017 - 11.2018
Product Consultant
Infinix Mobile
09.2013 - 07.2017
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