FREDRICK MWAKILENGE
Customer Service Professional
Nairobi
Summary
Proficient Sales Supervisor with a knack for motivating sales team to increase overall performance. Well-versed in reports generation, purchase orders, product delivery and customer issues resolution. Qualified to hire, train and develop sales staff.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Senior Sales Supervisor
Safaricom Public Limited
Nairobi
3 2023 - Current
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Trained team members in successful strategies to meet operational and sales targets.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed budgets effectively while maintaining proper inventory levels throughout year ensuring optimal profitability without compromising service quality.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Checked store merchandise regularly for proper display and replenishment.
- Assisted in forecasting sales trends, allowing for proactive strategy adjustments based on market conditions.
- Collaborated with other departments to ensure seamless communication and smooth workflow across teams.
Senior Sales and Marketing Executive
Page Kenya - Part Time
Nairobi
03.2022 - 04.2024
- Proactively identified potential clients through data research, assessing website needs and redesign opportunities
- Conducted targeted cold calls and email campaigns, presenting web development proposals and digital marketing services
- Managed client meetings, showcased company portfolio, addressed needs, and closed sales
- Developed detailed quotes and provided sample websites tailored to client requirements
- Collaborated with technical team to initiate client projects, uploading client details and web content to Click-Up and communicating through Slack
- Utilized CRM systems proficiently for managing contacts, tracking pipeline progression, and accurately forecasting future revenues based on historical performance data insights gleaned therefrom.
Project Manager
Kenya Breweries Limited
Nairobi
12.2021 - 02.2023
- Supervised and mentored a team of customer service representatives, ensuring the delivery of excellent service and adherence to company policies and procedures
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results
- Conducted regular coaching sessions, providing constructive feedback to optimize individual and team performance
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned and executed activations, conducting pre-event reconnaissance and collaborating with outlet managers
- Developed and implemented training programs, enhancing team skills in product knowledge, customer service, and problem-solving
- Negotiated with outlet managers, securing favorable terms for activations and ensuring sufficient stock levels
- Created and implemented e-shots and promotional strategies to drive product sales during activations
- Monitored metrics and conducted post-activation assessments for continuous improvement
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives
- Proactively identified and resolved challenges, demonstrating adaptability and flexibility
- Collaborated with cross-functional teams to address complex customer issues, ensuring effective and timely resolutions
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results
- Prepared reports on team performance, customer feedback, and service metrics, providing insights and recommendations for process improvements
Customer Sale Representative
Koko Networks Limited
08.2020 - 09.2021
- Exceeded daily, weekly, and monthly sales targets for Koko Cooker and fuel, demonstrating exceptional sales acumen
- Collaborated with media representatives and sponsors to enhance product visibility during field activation events
- Worked closely with the sales team to develop targeted sales strategies, contributing to a 25% increase in conversion rates
- Addressed client queries effectively, showcasing in-depth knowledge of product specifications and uses
- Maintained transparent communication, ensuring client confidence in purchasing decisions and fostering long-term loyalty.
Sale Team Lead
Yellowmoon Marketing
08.2019 - 06.2020
- Provided leadership and guidance to the team, setting performance goals, conducting regular coaching sessions, and fostering a positive and collaborative team environment
- Monitored team performance, tracked sales metrics, and provided timely feedback and performance evaluations to drive individual and team success
- Analyzed sales data, market trends, and customer feedback to provide insights and recommendations for business growth and process improvements to senior management
- Represented the company at industry events, conferences, and client meetings to showcase products and services and identify new business opportunities
- Monitoring customer satisfaction, addressing any issues, promoting reference ability, and building effective working relationships with key executives
- Developing sales strategies to reach new customers and also grab attention of already existing ones to boost sales in the department
- Identifying, exploiting marketing activities and campaigns that support achievement of targets.
Customer Sale Representative
Safaricom PLC - Home Internet Services
02.2018 - 07.2019
- Identifying, exploiting marketing activities and campaigns that support achievement of targets
- Answered an average of 40 calls per day from customers enquiring about usage, billing issues, technical issues, and upgrading or downgrading their internet packages
- Monitoring customer satisfaction, addressing any issues and promoting reference ability and building effective working relationships with key executives
- Supporting the development and implementation of branding and marketing strategies
- Providing after-sales customer service and maintaining a client and potential client database in the company's website portal
- Building and maintaining relationships with clients by providing support, information, guidance, and recommending services improvement
- Overseeing preparation and approval of client's home internet accounts
- Conducting market analysis to determine needs, potential, and desired rates.
Education
Bachelor In Business Management -
KCA University
Nairobi, Kenya 03.2015 - 05.2018
High School Diploma -
Utawala Secondary School
Nairobi, Kenya 01.2011 - 04.2014
Skills
Excellent Communication Skills
Customer Relationship Management
Conflict Resolution Management
Conflict Resolution Expertise
Team Leadership
Service Quality Management
Problem-Solving
Sales and Negotiation
Analytical and Conceptual Skills
Detail-oriented
Computer & IT Skills
CRM Management
Volunteer Experience
Fundraising Volunteer, Cerebral Palsy Society of Kenya (CPSK), 2016, 2019, Actively participated in fundraising efforts for CPSK by selling t-shirts and wristbands., Provided administrative support to the organization, including tasks such as data entry, filing, and assisting with event logistics.
References
- Washington Achar, Account Manager, Yellowmoon Marketing, P.O. Box 14182-00100, Nairobi, Kenya, +254 716 709 005, Washington.achar@yellowmoon.co.ke
- Jonas Jaugelis, Sales Manager, Page Kenya, P.O. Box 2417 - 00606, Nairobi, Kenya, +254 791 425 279, Jonas.jaugelis@page.co.ke
- Josephine Inonda, Customer Sales Team Leader, Koko Networks Limited, P.O. Box 888-00606, Nairobi, Kenya, +254 710 379 301, j.inonda@kokonetworks.com
Timeline
Senior Sales and Marketing Executive
Page Kenya - Part Time
03.2022 - 04.2024
Project Manager
Kenya Breweries Limited
12.2021 - 02.2023
Customer Sale Representative
Koko Networks Limited
08.2020 - 09.2021
Sale Team Lead
Yellowmoon Marketing
08.2019 - 06.2020
Customer Sale Representative
Safaricom PLC - Home Internet Services
02.2018 - 07.2019
Bachelor In Business Management -
KCA University
03.2015 - 05.2018
High School Diploma -
Utawala Secondary School
01.2011 - 04.2014
Senior Sales Supervisor
Safaricom Public Limited
3 2023 - Current
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