GLADYS NYAKIANA WANYEKI
Nairobi
Summary
Skilled Project Manager with 4 years of experience in Research projects, fieldwork CATI surveys Data entry, and Gridding. Experienced Salesperson and Account Manager with 5+ years of experience in the Retail, Agriculture, and Education Sector. Highly organized and results-driven with a proven record of accomplishment in building successful customer relationships. Diligent in building and retaining accounts by providing support and attentive service. Expertise in marketing strategies, product promotion and merchandising to achieve market penetration. Successful record of expanding network connections through persuasive brand imaging.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Sales Manager / Customer Service Representative, Customer Service
Sigma Academy
09.2023 - 06.2024
- Contacting leads to assess their interests and budget, and successfully closed deals through effective communication and negotiation
- Listening attentively to lead questions and concerns, aligning solutions with their objectives to provide a personalized customer experience
- Maintaining a comprehensive CRM database, meticulously updating contact information and communication history to ensure timely and appropriate follow-ups
- Proactively engaging with customers, addressing their issues, and keeping them informed about upcoming payments and services
- Acting as a primary point of contact for students, providing ongoing support and assistance to resolve issues promptly and effectively
- Onboarding new clients, ensuring they received login for details timely access, and support for their class registrations
- Following up with leads after initial contact to gather feedback, address additional questions, and guide them through the registration process
- I successfully recruited and onboarded 60 students, demonstrating strong customer relationship management and sales skills
- Key, Responsibilities:
- Provided exceptional customer service by understanding customer needs and delivering tailored solutions
- Managing large amounts of incoming calls, and building sustainable relationships and rapport with customers through open and interactive communication
- Kept records of customer interactions, processed customer accounts, and filed documents
- Ensured customer satisfaction through proactive communication and timely resolution of issues
- Built and maintained strong customer relationships, fostering trust and loyalty
- Facilitated smooth onboarding experiences for new customers, ensuring seamless transition
- Accurately recording data as specified in standard operating procedures
- Managed generated customer leads
- Met personal and team sales targets over agreed periods.
- Increased sales revenue by developing and implementing effective sales strategie
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth
- Handled customer relations issues, enabling quick resolution, and client satisfaction
Research Assistant
TIFA Research Limited
01.2023 - 08.2023
- Conducted comprehensive telephone interviews using CATI software, ensuring the collection of accurate and reliable data for market research projects
- Developed and implemented customized survey scripts, tailored to meet specific project requirements and client objectives
- Efficiently managed respondent databases, upholding data integrity and strict confidentiality standards throughout the research process
- Collaborated closely with clients to understand their survey objectives, and crafted CATI surveys that precisely aligned with their goals
- Led and mentored a team of interviewers, providing training on effective survey procedures, phone etiquette, and quality assurance protocols
- Proactively troubleshot and resolved technical issues related to CATI software, ensuring smooth and uninterrupted data collection processes
- Analyzed and interpreted survey results, delivering comprehensive reports that provided valuable insights and actionable recommendations to clients
- Key Achievements:
- Achieved an impressive 90% survey completion rate, significantly contributing to the overall success of multiple market research projects
- Enhanced respondent experience through exceptional communication skills and a customer-centric approach, resulting in positive feedback and improved data quality
- Consistently recognized for professionalism and maintaining high standards of data quality, receiving commendations from both respondents and clients
- Organized research materials, maintaining a well-ordered workspace conducive to productivity
- Maintained up-to-date records of research activities and results for future reference
- Streamlined data management processes for increased efficiency and accuracy in research findings
Office Administrator
Bekim Reliability
06.2018 - 11.2022
- Schedule Coordination & Communication: I Managed schedules and communication for directors and staff, enhancing overall office productivity and efficiency
- Operations Oversight: I Oversaw daily operations, effectively delegated tasks, and managed office logistics to ensure smooth functioning
- Meeting & Travel Arrangements: I Organized meetings, conferences, and travel arrangements for executives and staff, ensuring all details were meticulously planned
- Correspondence Management: I Handled email correspondence, phone calls, and messages, ensuring timely responses and efficient follow-ups
- Financial Administration: I Reconciled petty cash accounts and prepared comprehensive monthly financial reports
- Vendor Management: I Maintained strong relationships with vendors and tracked office supplies to avoid operational delays
- Reporting & Documentation: I Produced detailed daily and monthly reports on office performance and activities, keeping management informed
- Service Provider Liaison: Served as the main point of contact for service providers, ensuring timely payments and maintaining good relationships
- Onboarding & Training: Facilitated onboarding and training for new employees, ensuring a smooth integration into the organization
- Key Achievements:
- Operational Efficiency: I Streamlined office operations, significantly enhancing overall efficiency and productivity
- Cost Management: Successfully managed vendor contracts, achieving cost reductions in office supplies
- Administrative Improvements: Implemented efficient administrative procedures, leading to improved office workflow and organization.
Receptionist / Office Administrator
D School World of Learning
01.2016
- Front Office Management: Greeted visitors, managed incoming calls, and maintained a welcoming and clean reception area
- Correspondence Coordination: Managed and distributed correspondence accurately and promptly
- Clerical Support: Provided essential clerical support to staff, including filing, photocopying, and record maintenance
- Appointment Scheduling: Scheduled and confirmed appointments, efficiently managing the director’s diary
- Inventory Management: Managed office supplies and maintained inventory to support smooth office operations
- Package Handling: Handled incoming packages and deliveries, ensuring they were directed to the appropriate departments
- Key Achievements:
- Visitor Experience Enhancement: Improved visitor experience through professional and friendly reception management
- Administrative Efficiency: Enhanced office organization and efficiency through diligent administrative support
- Office Presentation: Maintained a high standard of office presentation and cleanliness, contributing to a professional environment.
- Reconciled account files and produced monthly reports
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues
Education
BSC - Project Management
Karatina University
Nyeri County 01.2012 - 04.2015
Skills
Areas of Expertise and Proficiency
Excellent verbal and written communication
Team leadership and management
Strategic planning and Decision making
Product and Market knowledge
Strong Interpersonal skills
Strong organizational skills
Research and analytical skills
Excellent Feedback and need assessment skills
References
References
Ricky Omondi
Sales Manager/Team Lead
Sigma Academy Africa
0727265443
Francis Muendo
Project Manager
TIFA Research Ltd
0113738521
Bernad Kibango
Director
Bekim Reliability
0731232632
Timeline
Sales Manager / Customer Service Representative, Customer Service
Sigma Academy
09.2023 - 06.2024
Research Assistant
TIFA Research Limited
01.2023 - 08.2023
Office Administrator
Bekim Reliability
06.2018 - 11.2022
Receptionist / Office Administrator
D School World of Learning
01.2016
BSC - Project Management
Karatina University
01.2012 - 04.2015
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