Gwedelyn Wanjiru
Nairobi
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Motivated Sales Assistant committed to providing excellent customer service. Organized, detail-oriented and empathetic to customer needs. Skilled at helping customers find the products and services needed. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Century Cinemax
10.2021 - 07.2024
- Contributed to store success by maintaining high standards of cleanliness throughout the facility
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Prevented loss by vigilantly monitoring potential theft or fraud situations in store
- Developed rapport with regular customers, offering personalized service that fostered brand loyalty. E.g ,giving clients complimentary tickets.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sales Associate
WestGate Shopping Mall
10.2019 - 01.2020
- Streamlined processes within the store's operations by organizing merchandise layouts for easy access
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of product offerings
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs
- Helped customers locate products and checked store system for merchandise at other sites
Teacher
Gitie Hill Top Primary
02.2018 - 03.2019
- Provided timely feedback on assignments, helping students understand areas of improvement and celebrating their achievements effectively
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework
- Enhanced students' critical thinking skills through problem-solving exercises and open-ended questions
- Supported students in developing social skills through structured activities and positive reinforcement techniques
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher
- Provided one-on-one and group-based learning support focused on student progress
Education
Diploma - Sales And Marketing Education.
Thika Institute of Business Studies
Nairobi,Kenya10.2024
Kenya Certificate of Secondary Education -
St. Agatha Kanyekine Girls Secondary School
Nairobi,Kenya11.2017
Kenya Certificate of Primary Education - Primary Education
Kiaga Primary Education
Nairobi,Kenya10.2013
Skills
- Strategy Development
- Sales Presentations
- Lead Generation
- Brand Awareness
- Resilience Under Pressure
- Cross-selling techniques
- Customer Service
- Exemplary work ethic
- Microsoft Office Suite proficiency
- Documentation And Reporting
- Outstanding communication skills
- File Management
- Sales expertise
- Teamwork and Collaboration
Languages
English
Swahili
References
- Mr. Omollo, Principal - TIBS, 0704200890
- Miss Lilian Wanjiru- 0704101605
- HR Century Cinemax-0706941943
Certification
- Certified Customer Service Professional (CCSP) - Century Cinemax
Timeline
Customer Service Representative
Century Cinemax
10.2021 - 07.2024
Sales Associate
WestGate Shopping Mall
10.2019 - 01.2020
Teacher
Gitie Hill Top Primary
02.2018 - 03.2019
Diploma - Sales And Marketing Education.
Thika Institute of Business Studies
Kenya Certificate of Secondary Education -
St. Agatha Kanyekine Girls Secondary School
Kenya Certificate of Primary Education - Primary Education
Kiaga Primary Education
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