DIANA DORIS ATIENO MAGAK
Nairobi
Summary
Results-oriented Supply Chain Professional with extensive experience in supply chain planning, dispatch, sales and marketing, customer service, warehousing, fleet management, inventory control, and procurement. Demonstrates a solid understanding of B2B sales, customer relationship management, stock taking, and warehousing. Motivated to maintain customer satisfaction and contribute to company success. Seeking a challenging role to elevate supply chain operations and uphold the company's esteemed reputation for excellence.
Overview
4
4
years of professional experience
Work History
Customer Service Agent- Customer Retention Services
CCI Global - Select Home Warranty
Nairobi
01.2024 - Current
- Answering incoming calls promptly and professionally, addressing customer inquiries, concerns, and complaints in a courteous manner.
- Maintained a retention ratio for the business through proactive customer engagement and personalized service.
- Providing accurate and timely information to customers regarding products, services, and company policies.
- Assisting customers with placing orders, processing returns, and resolving billing issues effectively.
- Troubleshooting technical problems and providing appropriate solutions, or escalating to the relevant department when necessary.
- Following up with customers to ensure issue resolution and satisfaction, maintaining detailed records of interaction in the CRM system.
- Collaborating with team members and other departments to improve processes and enhance the overall customer experience.
- Adhering to company standards and procedures, while complying with all relevant regulations and policies.
- Participating in ongoing training and development programs to stay updated on product knowledge and customer service best practices.
Retail Sales and Supply Chain Specialist
UNILEVER- Mesora Distributors Limited
Nairobi
01.2022 - 01.2024
- Consistently upsold and cross-sold products to existing customers, surpassing the stipulated targets.
- Established warm and friendly rapport through courteous and professional communication with customers, either one-on-one or via phone.
- Increased customer retention rate by improving satisfaction levels through resolving customer complaints and ensuring products are delivered as ordered.
- Assisted customers with important purchasing choices, identifying needs, and employing product expertise to make appropriate suggestions.
- Increased the flow of funds by creating an opportunity for customers to take goods on credit, Jaza Duka program.
- Generated referrals from existing clients as a result of maintaining a high standard of customer service.
- Observed debt collection and billing timelines to keep organization operations running smoothly, with sufficient cash flow.
- Determined, controlled, and reported on risks to company activities by running customer surveys and market assessments, gaining valuable insight for planning purposes.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Processed orders on the online system with accuracy.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Conducted due diligence and background checks on potential customers and business partners for compliance reasons.
- Employed knowledge of latest company policies, escalating critical issues, and monitoring queries in line with best practice.
Supply Chain Intern
Mesora Distributors Limited
Nairobi
02.2021 - 05.2021
- Coordinated with suppliers by handling communications via email and phone calls.
- Assisted in inspecting goods scheduled for delivery, ensuring correct quantity.
- Managed the inventory by updating records of item in stock on daily basis
- Organized goods by systematically sorting and arranging them in the warehouse
- Prepared invoices for van sales.
- Track shipments from the warehouse to the customers.
- Placing orders of materials needed and maintaining the stock levels.
- Ensuring that the goods maintain good quality standards.
- Systematically filed and organized documents in the computer systems, and manually, for easy retrieval.
- Performed administrative tasks within the department and supported the supervisor with clerical tasks.
- Managed the inventory by updating records of items in stock on a daily basis.
- Organized goods by systematically sorting and arranging them in the warehouse.
Academic Online Writer
Freelance
Nairobi
- Created written custom content for companies that increased their sales up to 40%.
- Performed in-depth research into topics to write clear and accurate copy.
- Reviewed content written by my colleagues for accuracy and consistency.
- Increased customer engagement for clients through revamping their company descriptions.
- Reviewed content specifications to meet deadlines and quality requirements.
- Demonstrate success by balancing concurrent projects and assignments.
Education
Bachelor of Science - Supply Chain Management
Jomo Kenyatta University of Agriculture And Technology
Nairobi01.2022
Certificate of Higher Education - Kenya Certificate of Secondary Education
Precious Blood - Kilungu
Nairobi01.2017
Skills
- Inventory Management
- Communication skills
- Customer Relationship Management
- Order Processing
- Problem solving/ Complaint handling
- Teamwork/ Collaboration
- Logistics Coordination
- Interpersonal skills
Accomplishments
- Completed the UFSA training program which broadens knowledge on the customer and suppliers relationship.
- Participated in a major nationwide consumer campaign -Jaza Duka Program- which gives customers 6 days grace period to sell and pay for goods without interest, increasing the client base.
- Manage 250 stores and customer accounts handling orders placements, restocking and processing invoices.
References
Kennedy Onkware
Human Resource Manager
Mesora Distributors Limited
mdl@mesoragroup.co.ke
+254700630082
Fidel Castro
Territory Manager
Unilever, Kenya
Fidel.Castro@unilever.com
+254728639689
Esther Wekesa
Team Leader
CCI Global
esther.wekesa@outlook.com
+254790029470
Timeline
Customer Service Agent- Customer Retention Services
CCI Global - Select Home Warranty
01.2024 - Current
Retail Sales and Supply Chain Specialist
UNILEVER- Mesora Distributors Limited
01.2022 - 01.2024
Supply Chain Intern
Mesora Distributors Limited
02.2021 - 05.2021
Academic Online Writer
Freelance
Bachelor of Science - Supply Chain Management
Jomo Kenyatta University of Agriculture And Technology
Certificate of Higher Education - Kenya Certificate of Secondary Education
Precious Blood - Kilungu
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