Elizabeth W. Kang'ethe
Ngong,Kajiado
Summary
Results-driven Commercial Sales and Relationship Director with over six years of experience driving revenue growth, managing key client portfolios, and executing customer retention strategies across B2B and B2C markets. Proven success in exceeding sales targets, developing long-term client relationships, and leveraging CRM systems and digital channels to enhance customer engagement. Experienced in business development, consultative selling, account management, and delivering exceptional customer experiences from initial engagement through ongoing support. Recognised for strong communication, negotiation, analytical, and problem-solving skills, with a passion for building lasting partnerships and contributing to organisational growth and innovation.
Overview
3
3
Languages
7
7
years of professional experience
Work history
B2C Renewal & Relationship Director(B2C)
Lami Insurance Agency
2023.11 - 2026.07
- Designed and implemented B2C growth initiatives by creating an online social media platform and collaborating with marketing teams to optimize campaigns.
- Managed customer feedback loops to enhance service quality and overall client satisfaction.
- Handled an average of 20 claims per quarter, providing expert guidance and support to customers.
- Personalized customer engagement through calls, emails, and digital channels, managing over 145 monthly policy renewals.
- Upsold and cross-sold insurance products to existing clients, increasing revenue and product adoption.
- Leveraged digital channels, including WhatsApp, social media, and email campaigns, making an average of 50 client outreach calls per day.
- Analyzed campaign metrics and performance data to inform strategic marketing and engagement decisions.
- Supported digital insurance adoption by educating clients on products through calls, informational posters, and online platforms.
- Managed B2C renewal workflows to ensure operational efficiency and consistent policy renewals.
- Streamlined processes for faster turnaround on renewals and claims, tracking cycle times for continuous improvement.
- Utilized CRM and insurtech platforms to monitor sales, renewals, valuations, and claims reporting—for example, generating total sales of KES 2,036,854 in January this year on the Lami insurance platform.
- Ensured compliance with insurance regulations and company policies, including proper customer documentation and KYC requirements.
- Led a renewal-focused B2C team, setting targets and driving performance to meet organizational goals.
- Negotiated and resolved conflicts with customers while maintaining high levels of satisfaction.
- Demonstrated adaptability in a fast-evolving insurtech environment, making informed decisions using analytics and market insights.
B2C Sales & Relationship Lead
Lami Insurance Agency
2020.01 - 2023.11
- Placed 60+ outbound calls daily while scheduling appointments and responding to customer inquiries with accuracy and professionalism.
- Drove sales through active customer engagement, suggestive selling, and in-depth product knowledge, contributing to over $3M in quarterly sales.
- Assessed customer concerns and complaints and provided timely, effective solutions.
- Recommended suitable products and services based on individual customer needs and requirements.
- Delivered personalized customer service by responding proactively to client needs.
- Educated clients on company products and services to generate interest and increase conversions.
- Consistently exceeded set sales targets by 15% or more while maintaining high customer service standards.
- Successfully upsold and cross-sold insurance products and related services.
- Routed calls to appropriate team members when necessary and accurately documented customer interactions.
- Identified customer challenges, particularly related to claims processes and required procedures.
- Collected and reported customer feedback to support service and process improvements.
- Conducted follow-ups on customer inquiries and expressed interest to maximize conversion rates.
- Strengthened customer loyalty by delivering a positive, professional, and solution-oriented phone experience.
Education
Google AI
Google
2026.05 -
Fundamental In Insurance, General Insurance
College of Insurance
IATA International Diploma - Marketing and Rating, Dangerous Goods, Cargo Introductory Course
East African School of Aviation
Alter A1 - undefined
Alliance Française
Skills
- Account Management
- Strategic Sales
- Commercial Negotiation
- Revenue Growth
- Pipeline Management
- Business Development
- Sales Forecasting
- Client Relationship Management
- Presentation Skills
- Proposal Preparation
- Data gathering & analysis
- Team Collaboration
- Strategic Planning
- Decision-making
- People management
- Telecommunication
- CRM
- Relationship building
Language
English
Kiswahili
French (Beginner)
Leadership & Activities
Kenya Airports Authority - Sept 2018 - Dec 2018
Role
● Managed flight information display system
● Facilitated VIP’s departure and arrival processes
● Made flight announcements
● Providing information to internal and external customers
Timeline
Google AI
Google
2026.05 -
B2C Renewal & Relationship Director(B2C)
Lami Insurance Agency
2023.11 - 2026.07
B2C Sales & Relationship Lead
Lami Insurance Agency
2020.01 - 2023.11
Alter A1 - undefined
Alliance Française
IATA International Diploma - Marketing and Rating, Dangerous Goods, Cargo Introductory Course
East African School of Aviation
Fundamental In Insurance, General Insurance
College of Insurance