FAITH NAISIMOI SENTERO
mombasa
Summary
Customer-focused Sales and Customer Experience professional with over 8 years in retail sales and customer service. Skilled in identifying customer needs, driving sales opportunities, and fostering long-term relationships. Experienced in managing high-volume interactions and resolving complaints while maintaining service quality. Seeking to leverage expertise in Guest Services, Guest Relations, or Retail Sales to enhance guest experiences and support onboard revenue.
Overview
9
9
years of professional experience
Work History
Social Media Executive
GREENLIGHT PLANET
04.2022 - Current
- Manage high-volume customer interactions across Facebook, Instagram, X/Twitter, LinkedIn, email, and other customer engagement channels.
- Identify customer needs through active listening and consultative conversations, then recommend suitable solar and energy products based on individual requirements.
- Converted customer enquiries and leads into sales through product education, personalised recommendations, and follow-up communication.
- Consistently deliver strong sales performance, averaging approximately 175 weighted sales units against an annual target of 1,000 weighted units during FY24/25 and approximately 244.9 weighted units per month against a target of 150 during FY25/26.
- Generated and managed high volume of sales leads, averaging 1,783 leads per month, while maintaining strong conversion rates.
- Maintain high customer service standards, achieving an average 97% Quality Assurance score against a 95% target.
- Handle customer complaints, service concerns, escalations, and after-sales enquiries professionally, focusing on effective resolution and customer satisfaction.
- Conduct timely follow-ups with prospective customers to answer questions, address concerns, and support purchasing decisions.
- Use CRM and customer support platforms, including Zendesk, Ameyo and USS, to document interactions, track customer enquiries, manage tickets, and maintain accurate records.
- Coordinated with sales, technical, operations, and other internal teams to ensure seamless customer handovers and timely issue resolution.
- Manage multiple customer cases simultaneously while maintaining attention to detail and service quality in a fast-paced environment.
- Prepare reports and performance trackers and use customer and sales data to monitor progress against targets.
- Support colleagues through knowledge sharing, mentoring, onboarding assistance, and collaboration on customer service processes.
- Adapt communication style to different customer needs and situations while maintaining professionalism and a positive customer experience.
Customer Engagement Executive – Prospects
GREENLIGHT PLANET
10.2020 - 04.2022
- Engaged prospective customers through proactive communication and needs assessment, fostering strong relationships that supported sales growth.
- Converted customer interest into qualified sales opportunities through effective product communication and follow-up.
- Resolved customer concerns with tailored solutions, enhancing satisfaction and retention rates.
- Led and mentored a team of prospect agents to support achievement of sales and performance targets.
- Conducted onboarding and training sessions for new employees, helping them understand processes and customer engagement standards.
- Facilitated team meetings to monitor performance and address challenges, driving continuous improvement initiatives.
- Prepared daily, weekly and monthly performance reports for management review.
- Verified customer information and maintained accurate customer records.
- Escalated complex customer matters appropriately to ensure timely resolution.
Sales Representative
BIO FOOD PRODUCTS LIMITED – MOMBASA REGION
06.2018 - 06.2020
- Achieved sales targets through proactive prospecting, customer engagement and relationship management.
- Promoted and sold company products, expanding presence in new and existing markets.
- Engaged customers to identify needs and recommended tailored product solutions.
- Built and maintained strong customer relationships to encourage repeat business and customer loyalty.
- Monitored market activities and competitor trends to uncover new sales opportunities.
- Managed customer accounts and debt collection processes in line with company policies.
- Provided management with customer feedback, market intelligence and insights to support business decisions.
- Maintained efficient use of company resources while supporting sales and operational objectives.
Merchandiser
SAMEER AGRICULTURE & LIVESTOCK LIMITED (DAIMA)
01.2018 - 05.2018
- Ensured attractive product displays and merchandising standards, driving customer engagement.
- Promoted products and communicated product benefits to customers to generate sales.
- Executed product sampling and awareness activities, boosting product visibility and customer interest.
- Guided customers in selecting suitable products, enhancing purchasing experiences.
- Built relationships with existing and prospective customers to support sales growth.
- Collected and analysed customer feedback, market trends and sales performance to improve product positioning.
Education
Diploma - Business Information Technology
KCA University
01-2016
Kenya Certificate of Secondary Education (KCSE) -
Baraka Girls' High School
01-2012
Skills
- Guest Services & Customer Relations
- Retail & Direct Sales
- Customer Experience
- Upselling & Cross-Selling
- Lead generation
- Customer Needs Assessment
- Service recovery
- Customer Retention & Relationship management
- CRM systems
- High-volume engagement
- Product promotion
- Team Leadership & Mentoring
- Communication & Interpersonal Skills
- Problem Solving & Decision Making
- Performance reporting
- Multicultural Customer Engagement
- Customer Service Excellence Retail Sales Guest Relations Upselling & Cross-Selling Lead Generation & Conversion Customer Retention Complaint Resolution CRM systems Team Leadership Coaching Product Promotion Report Writing Communication Relationship management Problem Solving Time Management Microsoft Office
ADDITIONAL ATTRIBUTES
- Adaptable and comfortable working in fast-paced, customer-focused environments.
- Strong interpersonal and communication skills with customers from diverse backgrounds.
- Highly organised with strong attention to detail.
- Customer-focused with a professional and positive approach.
- Comfortable working flexible schedules, including weekends and holidays.
- Strong team player with a dependable work ethic.
Timeline
Social Media Executive
GREENLIGHT PLANET
04.2022 - Current
Customer Engagement Executive – Prospects
GREENLIGHT PLANET
10.2020 - 04.2022
Sales Representative
BIO FOOD PRODUCTS LIMITED – MOMBASA REGION
06.2018 - 06.2020
Merchandiser
SAMEER AGRICULTURE & LIVESTOCK LIMITED (DAIMA)
01.2018 - 05.2018
Diploma - Business Information Technology
KCA University
Kenya Certificate of Secondary Education (KCSE) -
Baraka Girls' High School