KAAL STEPHEN

• Network Management: Directly managed and optimized operations for 50+ agents and sub-agents across key Nairobi territories including Eastleigh, Bahati, Buruburu, Kariobangi South, Kayole and Dandora.
• Agent Retention & Strategy: Reduced agent decommissioning rate to 0% (100% retention) through proactive conflict resolution and streamlining bio-ethanol fuel stock replenishment cycle.
• Performance & Relationship Management: Oversaw performance and relationship management, driving customer acquisition through Joint Business Plans and Trade Marketing Initiatives with agents focused on KOKO Cookers and fuel.
• Data-Driven Growth: Utilized Google Workspace and CRM tools to monitor real-time sales data, identifying underperforming zones and deploying targeted recovery strategies that ensured 100%+ target consistency.

• Demonstrate benefits of KOKO cooker and pitch it to potential customers.
• Use KOKO Sales tools to record Customer details and report daily sales activities.
• Act as brand ambassador during field activations,events and routine sales activities.
• Sell KOKO cookers to customers in assigned neighbourhoods.
• Achieve daily,monthly and quarterly sales targets and KPIs.
• Managed over 50 customer calls per day through follow-up calls.

In June 2022, KOKO expanded into new consumer goods through tech platform using existing distribution networks in low-income areas. Koko Club sells products through small shops to registered members. To drive sales success for this platform Key responsibilities were~

• Using Koko's PoS system to sign up customers, capture their biodata, and issue them with electronic card that will be used when buying products from any Koko Club shop.
• Help customer understand cards are linked to e-wallet, similar to one currently used to purchase Koko's bio-fuel and which can be topped up via mobile money and other technologies.
• Manage inventory through real-time management system that prevents stockouts, in addition to providing accurate market analytics.

• Demonstrate benefits of KOKO cooker and pitch it to potential customers.
• Use KOKO Sales tools to record Customer details and report daily sales activities.
• Act as brand ambassador during field activations, events and routine sales activities.
• Sell KOKO cookers to customers in assigned neighbourhoods.
• Achieve daily,monthly and quarterly sales targets and KPIs.
• Managed over 30 customer calls per day through follow-up calls.

• Actively participated in daily meetings, providing insights and recommendations.
• Managed 25 plus inbound calls daily from retail customers,handling queries relating to products and purchasing options.
• Pitching wide variety of products from top brands like Nike, Adidas, Merrell, CAT, Sketchers,Calvin Klein and more to valued customers.
• Engaged customers to enhance in-store experience and provide outstanding customer service.
• Resolved customer complaints and process issues with proactive problem-solving skills.
• Monitored display stock levels and replenishing for consistently well-stocked sales floor.

• Welcomed customers and provided responsive assistance to improve store experiences.
• Resolved customer complaints and process issues with proactive problem-solving skill.
• Assisted customers with product selection and sales recommending items to increase transaction value.
• Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
• Worked closely with inventory team to guarantee product availability and meet client requests.
• Develop strong relationships with both new and current clients to increase customer retention through handling over 15 follow-up calls.

• Greeted guests pleasantly and professionally promoting positive customer experiences from arrival to departure.
• Cleaned and set tables quickly to minimize time between reservations.
• Checked on tables to ensure guest satisfaction, anticipated additional needs and fulfilled additional requests.
• Resolved customer complaints calmly and professionally to maintain satisfaction.
• Handled 15 or more customer calls.
• Advised guests of daily specials and offers to increase sales.