SPSS
Joseph Musango
Applied Statistician
Nairobi,EASTERN
Summary
Driven by a results-focused approach, I excelled at PRIMCAP LIMITED, enhancing branch sales through innovative strategies and a customer-centric ethos. My expertise in CRM and adept problem-solving skills led to a significant boost in client satisfaction and team performance. Goal-oriented manager with distinguished experience in Fintech industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Branch Sales Manager
PRIMCAP LIMITED
02.2024 - Current
- Resolved customer complaints to maintain high level of satisfaction.
- Set clear performance goals for the sales team, providing regular feedback on progress toward targets while offering support where needed.
- Increased branch sales by implementing innovative sales strategies and fostering a customer-centric environment.
- Managed branch sales, customer service, finances and recordkeeping.
- Conducted regular performance reviews for team members, identifying strengths as well as areas requiring further development or training opportunities for continuous growth.
- Developed and executed targeted marketing campaigns with personalized outreach, resulting in a boost in new client acquisitions.
- Coached and mentored sales team members to enhance individual performance, ultimately contributing to the overall success of the branch.
- Managed budgets effectively by monitoring expenses closely against projected income streams, ensuring financial stability for the branch at all times.
- Addressed client concerns or complaints promptly with empathy and professionalism; resolved issues efficiently without compromising on service excellence standards.
- Enhanced branch reputation through active involvement in local community initiatives, fostering goodwill and generating positive word-of-mouth marketing.
- Cultivated a collaborative work environment by encouraging open communication among team members, promoting positive teamwork dynamics.
- Collaborated with other departments to ensure seamless coordination of joint initiatives, enhancing overall company performance.
- Analyzed market trends and competitor activities, adjusting sales tactics accordingly for maximum impact on target audience segments.
- Utilized data-driven insights to inform decision-making processes, enabling informed choices that maximized resources and aligned with overall business objectives.
- Identified areas for improvement within the branch''s processes, implementing necessary changes to optimize efficiency and profitability.
- Analyzed market trends and competitor activities to identify new opportunities for business expansion.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Built relationships with customers and community to establish long-term business growth.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented systems and procedures to increase sales.
Customer Service Agent
Call Center Internationnal (CCI)-KENYA
NAIROBI, NAIROBI
10.2022 - 02.2024
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
Market Research and Trade Developer
Stanley Black and Decker Inc.
05.2021 - 11.2021
- Proven ability to develop and implement creative solutions to complex problems.
- Developed and maintained courteous and effective working relationships.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Research and collection of market intelligence for development of the trade and Business for Stanley Black and Decker.
- Boost up distributor sales and reach out to existing and prospective customers.
- Increased availability through listing and placement of Stanley Black and Decker products in the market along the Kenyan coast region.
- Was able to achieve above a million sales within the first 3 months which translated to 167% of the set target.
- Strengthened communication skills through regular interactions with others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Cultivated interpersonal skills by building positive relationships with others.
Customer Service Representative
TechnoBrain BPO
10.2020 - 03.2021
- Responded to customer requests for products, services and company information
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Entered customer interaction details in clarity to track requests, document problems and record solutions offered.
- Recommended Multichoice products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 98%.
- Educated customers on promotions to enhance sales.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Agent
NAKAMA TECH LIMITED
NAIROBI, NAIROBI
08.2025 - Current
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Customer Service Representative
Horizon Contact Centers
06.2020 - 09.2020
- Provided primary customer support to internal and external customers in fast-paced environment.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Entered customer interaction details in clarity to track requests, document problems and record solutions offered.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 98%.
Debt Collector
Finley Collections Africa
03.2020 - 05.2020
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls to meet demands of busy group.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Performed targeted collections on past due accounts aged over Number days.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Handled Number calls per Timeframe to address customer inquiries and concerns.
Education
Applied Statistics With Computing - Mathematics And Computer Science
University Of Kabianga
Kericho 09.2012 - 11.2019
Skills
Report preparation
Complaint resolution
Good listening skills
CRM
Multi-line phone talent
Creative problem solving
Teamworking
Software
R
Stata
Languages
English
Swahili
Timeline
Customer Service Agent
NAKAMA TECH LIMITED
08.2025 - Current
Branch Sales Manager
PRIMCAP LIMITED
02.2024 - Current
Customer Service Agent
Call Center Internationnal (CCI)-KENYA
10.2022 - 02.2024
Market Research and Trade Developer
Stanley Black and Decker Inc.
05.2021 - 11.2021
Customer Service Representative
TechnoBrain BPO
10.2020 - 03.2021
Customer Service Representative
Horizon Contact Centers
06.2020 - 09.2020
Debt Collector
Finley Collections Africa
03.2020 - 05.2020
Applied Statistics With Computing - Mathematics And Computer Science
University Of Kabianga
09.2012 - 11.2019