Isabella Chepkorir
Nairobi
Summary
Strategic and empathetic professional with extensive experience in client relationship and account management, skilled in leading client-facing initiatives and serving as a vital liaison between clients and internal teams. Expertise in identifying and implementing tailored solutions that enhance the client experience and boost account performance. Proven ability to manage diverse project portfolios while effectively prioritizing tasks and utilizing technical proficiency in CRM software and the Microsoft Office Suite to maintain accurate records and ensure seamless operational workflows.
Overview
4
4
years of professional experience
Work History
Branch Manager/ Customer Experience Advocate
AA Kenya PLC
09.2023 - Current
- Key Responsibilities
- 1. Marketing and Outreach:
- Assist in developing and implementing sales strategies to attract new clients.
- Represent the driving school at local events, expos, and community outreach programs.
- 2. Student Enrollment:
- Promote the driving school’s programs to potential clients.
- Provide detailed information on course offerings, schedules, pricing, and requirements.
- Follow up on inquiries through calls, emails, or in-person visits to close enrollment deals.
- 3. Upselling and Cross-Selling: Recommend additional services, such as advanced driving courses or personalized lessons.
- 4. Sales Reporting: Track daily sales activities, maintain accurate records, and prepare periodic sales reports.
- 5. Client Interaction:
- Serve as the first point of contact for students, potential clients and their families.
- Handle inquiries, complaints, and requests in a professional and timely manner.
- 6. Administrative Support:
- Assist students with registration, payment processing, and documentation requirements.
- Schedule driving lessons and communicate schedules effectively with instructors and clients.
- 7. Customer Relationship Management:
- Maintain positive relationships with current and past students to encourage referrals.
- Gather and respond to feedback to improve services.
- 8. Problem Resolution: Address concerns related to lessons, instructors, or any other issues, ensuring customer satisfaction.
Account Manager
Fiverr
01.2022 - 01.2024
- Key Responsibilities.
- Client Relationship Management: Served as the primary point of contact for clients, building and maintaining strong relationships to ensure satisfaction and long-term retention.
- Project Coordination: Managed the full project lifecycle, coordinating all tasks and communications between clients and freelancers to ensure timely and on-budget delivery.
- Proactive Problem-Solving: Identified and resolved client issues and concerns related to projects, timelines, or freelancers, ensuring a positive client experience.
- Talent Sourcing & Vetting: Sourced and vetted top-tier freelance talent on the Fiverr platform, matching specific client needs with qualified professionals.
- Sales & Account Growth: Promoted additional services and recommended tailored solutions to clients, contributing to account expansion and increased revenue.
- Administrative Support: Oversaw all aspects of account administration, including managing payments, maintaining detailed client records, and scheduling project milestones.
- Performance Reporting: Tracked key project metrics and prepared comprehensive reports on account performance f
Education
Bachelor - Agricultural & Biosystems Engineering
JKUAT
01.2022
KCSE - undefined
Sosiot Girls High school
01.2016
Skills
Customer service
Branch operations management
Relationship building
Relationship building and management
Relationship Building: Demonstrated ability to establish and maintain strong working relationships with individuals at various organizational levels through roles such as Direct Sales Representative and Customer Experience Advocate at AA Kenya PLCTechnical Proficiency: Skilled in AutoCAD for design and technical project planning and I am Well-versed in Microsoft Office Suite (Word, Excel, PowerPoint) and internet research tools for efficient reporting and documentationEnvironmental Expertise: Experienced in conducting Environmental Impact Assessments (EIA) and Environmental and Social Impact Assessments (ESIA) during attachment periods at Kepchomo Tea Factory and JKUATProject Management: Competent in managing projects at both design and implementation stages, as demonstrated during professional and academic engagementsProblem-Solving and Time Management: Strong analytical and organizational abilities, enabling effective issue resolution and efficient handling of tasks under pressure with minimal supervisionCustomer Experience Advocacy: Proficient in addressing customer needs, ensuring a positive experience, and driving client loyalty, particularly at AA Kenya PLCAdaptability and Multitasking: Proven ability to balance multiple responsibilities, such as during attachments at Bidco Africa, Kepchomo Tea Factory, and JKUAT, showcasing agility and versatility in diverse work environmentsSales and Marketing Expertise: Proven sales and marketing skills honed during direct sales and customer service roles, effectively driving customer acquisition and satisfactionReferences
Kelly, Simba, Branch Manager, kellysimba@aakenya.co.ke, +254720565822, AA Kenya PLC, Gilgil
Interests
Customer Service
Software
CRM
Linkedin profile: Https://www.linkedin.com/in/isabella-jackson-2416b5225
https://www.linkedin.com/in/isabella-jackson-2416b5225
Timeline
Branch Manager/ Customer Experience Advocate
AA Kenya PLC
09.2023 - Current
Account Manager
Fiverr
01.2022 - 01.2024
KCSE - undefined
Sosiot Girls High school
Bachelor - Agricultural & Biosystems Engineering
JKUAT