Esther Nyandia Kibocha
Nakuru,kenya
Summary
A Highly motivated and results-oriented Retail Center team leader with 10 years of experience in driving sales, customer satisfaction, and team performance.
A pragmatic and visionary leader, with an illustrious career spanning over a decade. Proven ability to lead and inspire teams, implement effective strategies, and achieve targets. Strong understanding of safaricom products and services cross-functional competencies in all phases of sales, customer service, performance tracking, revenue generation, cash reconciliation and business planning in retail and commercial environment.Renown for creative decision-making and problem-solving skills, while maintaining high levels of professionalism.
Considered as a value creator who operates ahead of the curve, developing integrated strategies that drive customer satisfaction. An exceptional leader, instrumental in streamlining project objectives, enhancing productivity, and maximizing control for top-notch results and performance strategy.Overview
14
14
years of professional experience
Work History
Retail Centre Team Leader
Safaricom Shop
03.2018 - Current
- Increased shop NPS from 72 to 83 by implementing customer service training programs and streamlining operational procedures
- Generating ideas and following up on their effective execution to ensure achievement of set shop sales targets
- Implementing innovative strategies to drive revenue growth Increased sales by 40% by selling neon device through dealers, individual targets 2pieces daily on service area and 8pieces daily at the sales area strategy
- Achieved consistent sales targets for data products through effective team coaching and up-selling strategies
- Streamlined operations, optimized inventory management, and ensured adherence to company policies and procedures
- Set clear performance expectations, provided regular feedback, and implemented performance improvement plans
- Managed budgets, controlled expenses, and analyzed financial performance to identify opportunities for improve
- Prioritized customer experience, resolving issues promptly and effectively, and implementing customer feedback mechanisms
- Setting refresher courses and training to boost sales as well as NPS performance both direct and indirect Safaricom Sales channels thereby enabling up-sell of content at every touchpoint with customers that result to increase customer education
- Steered the growth of Greenspan NPS from a score of 72 to 83 against a target of 81
- Driving achievement of set shop customer satisfaction target as measured in the CDI through process innovations and staff skill set development
- Implementing the defined business process/channels through which the retail sales service is delivered to customers within the Greenspan
- Identifying and rewarding high performance ie star of the months
Retail Centre Team Leader
Galleria Retail Centre
10.2014 - 03.2018
- Generated ideas and followed up on their effective execution to ensure achievement of set shop sales targets
- Drove achievement of set shop customer satisfaction target as measured in the CDI through process innovations and staff skill set development
- Implemented the defined business process/channels through which the retail sales service is delivered to customers within the Galleria shop
- Identified and rewarded high performance and discipline and recommended staff promotions based on achievement of high performance criteria
- Implemented and facilitated regular training programs for the staff in both Direct and indirect Safaricom Sales channels thereby enabling up-sell of content at every touchpoint with customers that result to increase customer education
- Grew the customer base for consumer data in line with the Company's strategy
- Ensured the growth of data and device revenue and achieved set sales targets for Data products through Direct and indirect channels
Retail centre Data Agent
Safaricom Buru Buru Retail Centre
10.2014 - 03.2018
- Maintained Product knowledge on all Safaricom products to enable customer resolution
- Provided technical training to the retail staff to ensure the team is up to speed on all data functions
- Followed up on escalated matters and provided feedback to both agents and customers
- Ensured growth of data revenue and achieved set sales targets for Data products through Direct and indirect channels
- Grew the customer base for consumer data in line with the Company's strategy
- Implemented and facilitated regular training programs for the staff in both Direct and indirect Safaricom Sales channels thereby enable up-sell of content at every touchpoint with customers that result to increase customer education
- Reconciled cash and stocks at each day-end
Retail Center Representative- Retail Department
Buru Buru Retail Centre
10.2010 - 03.2011
- Marketed and sold Safaricom products and services
- Reconciled cash and stocks at each day-end
- Handled face-to-face customer service related issues
- Handled MPESA customer escalation issues
- Resolved SIM card issues
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
- Cash, stocks and inventory management
Education
Bachelor of Arts - International Business
MAKERERE UNIVERSITY
Kampala, Uganda.10-2009
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Proactive, confident, energetic, and able to work under pressure with a positive attitude and use good organization skills
- Mentoring/coaching skills/experience
- Excellent interpersonal skills
Trainer of trainer’s skills will be an added advantage
Timeline
Retail Centre Team Leader
Safaricom Shop
03.2018 - Current
Retail Centre Team Leader
Galleria Retail Centre
10.2014 - 03.2018
Retail centre Data Agent
Safaricom Buru Buru Retail Centre
10.2014 - 03.2018
Retail Center Representative- Retail Department
Buru Buru Retail Centre
10.2010 - 03.2011
Bachelor of Arts - International Business
MAKERERE UNIVERSITY
Similar Profiles
Esther Mumbua KasilaEsther Mumbua Kasila
Customer Experience Executive (Call Centre) at Safaricom PLCCustomer Experience Executive (Call Centre) at Safaricom PLC
Naomi KosgeiNaomi Kosgei
Senior Cyber Security Analyst at Safaricom PLCSenior Cyber Security Analyst at Safaricom PLC
Clifford Owens OburaClifford Owens Obura
Acting Lead - Cloud, Cybersecurity and IoT Product Management at SAFARICOM PLCActing Lead - Cloud, Cybersecurity and IoT Product Management at SAFARICOM PLC