EUODIAH CHEPKOSGEI SANG
Account Manager.
Nairobi
Summary
Motivated and goal-oriented Account Manager with 7+ years of experience in client management, customer relationships, and ensuring satisfaction. Adept at building rapport, identifying needs, and delivering solutions that foster long-term partnerships. Proven ability to cultivate and manage strong client relationships, consistently exceeding expectations and driving revenue growth while reducing costs. Seeking to leverage expertise within a team-oriented environment.
Overview
8
8
years of professional experience
2015
2015
years of post-secondary education
Work History
KEY ACCOUNT MANAGER, AFRICA REGION
ODOO LTD
06.2023 - 02.2024
- Identify and capitalize on growth opportunities within existing accounts by analyzing current business, evaluating additional needs, and identifying new opportunities.
- Serve as the primary point of contact for all customer account management matters, ensuring timely and successful delivery of solutions that meet customer needs and objectives.
- Collaborate effectively with internal teams, including Support, Sales, and Product, to deliver seamless customer experiences.
- Proactively address and resolve challenging client requests or issue escalations.
- Forecast and track key account metrics, such as quarterly sales results, annual forecasts, and customer satisfaction.
- Prepare insightful reports on account status and performance.
- Build and maintain strong, long-term relationships with key decision-makers at client organizations.
- Negotiate contracts and close deals to maximize profitability and achieve revenue targets.
- Present compelling proposals, effectively communicate product enhancements, and introduce new offerings to existing clients.
- Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
Clearly communicate the progress of monthly and quarterly initiatives to management. - Contribute to sales strategies by evaluating current product performance, identifying market trends, and monitoring competitor activities.
- Demonstrate strong leadership and coordination within the key account team.
- Possess strong business acumen and analytical skills to effectively support a diverse client base.
- Exhibit excellent written and verbal communication skills with the ability to effectively articulate complex information to both technical and non-technical audiences.Giving demos and presentations to potential customers about the benefits of the company's products or services
- Preparing and finalizing contracts with new or upgrading customers
- Monitor customer accounts; keeping track of customer accounts and identifying opportunities for upsells or renewals
- Provide support to existing customers to help them use the company's products or services
- Monitor support queues and address service level agreements (SLAs)
- Provided exemplary customer service to 90+ customers per month, resulting in a 25% improvement in customer satisfaction ratings
- Proactively identified and resolved customer inquiries within one business day, leading to an increase in cost-savings of 30%
- Assisted customers in troubleshooting technical issues with software products, resulting in a 20% reduction in support ticket backlog
ACCOUNT MANAGER, AFRICA REGION
EXINITY CAPITAL EAST AFRICA LTD
06.2021 - 05.2022
- Provides information to clients in regard to Company's services and products through cold calling
- Updates Customers records and ensure that all duties are done so in line with the necessary KYC, AML, and Due diligence controls
- Communicate and coordinate issues with other department while carrying out any further duties assigned by me by the Line Manager
- Liaise with Marketing department to promote lead acquisition and follow up on targeted marketing campaigns
- Respond to client inquiries via phone, email, and live chat regarding forex trading accounts, platforms, and market conditions
- Troubleshoot technical issues with trading platforms and account access
- Provide clear and concise explanations of complex trading concepts and instruments
- Address client concerns proactively and escalate unresolved issues effectively
- Maintain accurate records of client interactions and document resolutions
- Increased sales revenue by 50% by converting the leads and achieving the set KPI's
- Improved CRM accuracy by implementing a monthly 'clear up' session involving all teammates
- Build new client base by launching Exinity and FXTM in Kenya
LOOP SUPPORT OFFICER
NCBA BANK PLC
05.2019 - 05.2021
- Generation of new leads, cross sell and upsell of Bank products and services through outbound calls as well as during customer and non-customer interaction
- Deepen existing relationships with the aim of enhancing customer retention
- Timely resolution and escalation of any issues and follow through to ensure closure
- Ensure all customer requests and complaints are documented and resolved timely and take advantage of interaction with customers to educate them on all our products and services and encourage them to participate and give feedback
- Helping customer's in creating loop account online and processing the ATM cards and replacements
- Managing all customer complaints and queries by resolving or escalating all delinquencies on facilities arising from internal errors or system failures
- Daily review of the system and ensure all issues are closed within the stated TAT and escalation for items that need more time for closure to be done in a timely manner
- Participated in Project NEO that was the upgrade of the M-Shwari core platform
- Reduce occurrences of operational errors and reversals in loans due to self and team's negligence
- Review customer post approval documentation as per bank policy and as per the terms and conditions of the offer letter issued
- Close monitoring of SLA adherence by internal NBV support units
- Attained 100% marks in all customer service categories including communication skills, interpersonal skills, problem-solving, and friendliness
- Successfully launched project NEO which was the upgrade of the M-Shwari core platform part of the bank's strategy to optimize customer experience while attaining business growth, which increased the company's revenue by 30%
CLIENT SERVICE ASSOCIATE
ECOM SERVICES LTD
03.2016 - 05.2019
- Screening and moderating user submitted content, answering support requests and performing support functions
- Moderating and screening written user content on Profiles and screening user submitted photos
- Communicate directly with customers to ensure accuracy in documentation, information, and services
- Assumes other duties as assigned and manage customer service inquiries via different communication channels (email, chat, Facebook, Twitter, etc.)
- Explain product features and resolve customer service issues according to company standards
- Perform special projects associated with the Customer Support Team
Education
Bachelor of Business management - Risk and insurance Option
University of Eldoret
Kenya certificate of secondary education - undefined
Kamagut High School
Chartered Institute for Securities & Investment (CISI) -
Chartered Institute For Securities & Investment
Nairobi, Nairobi Province, KenyaSkills
- Communication Skills
- Customer Service Skills
- Problem-Solving Skills
- Interpersonal Skills
- Time Management Skills
- Emotional Intelligence
- Presentation Skills
- Account Retention
- CRM Software Proficiency
- Client Needs Assessment
- Client Onboarding
- Account Presentations
- Teamwork & Collaboration
- Self-Motivation
- Analytical Thinking
- Decision-Making
- Team Building
- Conflict Resolution
REFEREES
REFEREES
Calvin Ondigi
Director, Exinity Capital East Africa. ondigi@outlook.com Cell phone: +254725044700
Hildah Mutuma
Merchandiser/Supply Chain,PVH. hmtumas@gmail.com Cell phone: +25426731079
Jacqueline Waititu
General Manager, Ecom services. Jacque@ecomservices.com Cell phone: +254723934829
Timeline
KEY ACCOUNT MANAGER, AFRICA REGION
ODOO LTD
06.2023 - 02.2024
ACCOUNT MANAGER, AFRICA REGION
EXINITY CAPITAL EAST AFRICA LTD
06.2021 - 05.2022
LOOP SUPPORT OFFICER
NCBA BANK PLC
05.2019 - 05.2021
CLIENT SERVICE ASSOCIATE
ECOM SERVICES LTD
03.2016 - 05.2019
Kenya certificate of secondary education - undefined
Kamagut High School
Bachelor of Business management - Risk and insurance Option
University of Eldoret
Chartered Institute for Securities & Investment (CISI) -
Chartered Institute For Securities & Investment
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