Lincey Wanjiku
Customer Success Manager, Business Development & Partnership Manager, Business Solutions and Management Manager
Nairobi,Kenya
Summary
- Business-driven Relationship Manager always finding successful ways to acquire new clients and foster lucrative relationships. A determined leader with over 8+ years of assisting clients with financial planning processes and assessing financial data.
- Offering dynamic collaboration and decision making skills.
- Driven Relationship Manager focused on deepening client relationships by providing superior service and support. Outgoing and ambitious professional with 8+ years' experience Fintech.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Innovative Relationship Manager focused on developing strategic business opportunities by delivering exemplary service to each client's individual needs. Respected professional with exceptional knowledge regarding risk management. Driven Relationship Manager focused on deepening client relationships by providing superior service and support. Outgoing and ambitious professional too.
- Hardworking and passionate with strong organizational skills.
- High performer, result-driven person with technical and sales expertise, quick study with an ability to easily grasp and put into application new ideas, concepts, methods and technologies.
Dedicated, innovative and self-motivated team player/builder.
Expert in agile methodologies, B2B, B2C and product management.
Exceptional organizational, oral/written communication, interpersonal, analytical and problem resolution skills.
Thrives in both independent and collaborative work environments.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
5
5
Certifications
Work History
Business Development & Relationship Manager
Pesapal
Nairobi, KE
01.2020 - Current
- Worked with Technical and Sales Operations departments to facilitate communication and deliver personalized solutions to customers.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Achieved goals for sale of products and services and exceeded performance metrics for customer service.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Monitored customer feedback and generated reports to identify areas of improvement.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
Business Development Executive
Pesapal
Nairobi, KE
06.2018 - 12.2019
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Collaborated with sales and marketing departments to support client acquisition.
- Utilized market trends, mission priorities and customer goals to envision, shape and close new opportunities.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Contributed to industry events and trade shows to showcase products and gather industry intelligence.
- Implemented innovative business development strategies to increase customer base and expand market share.
- Identified business development challenges and customer concerns for proactive resolution.
- Assessed current service needs and calculated product satisfaction levels to make appropriate product and service adjustments.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Translated customer needs into solution requirements using powerful value propositions and negotiation skills.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
- Researched product pricing, ratings and performance and created comparison spreadsheets to evaluate competitors.
- Implemented creative sales training techniques for new and existing staff to increase revenue and overall success.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Trained new employees on customer service, money handling and organizing strategies.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Contributed to event marketing, sales and brand promotion.
- Built relationships with customers and community to promote long term business growth.
- Attended monthly sales meetings and quarterly sales trainings.
Customer Service Associate
Pesapal
Nairobi, KE
03.2015 - 05.2018
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Informed customers about special promotions and provided detailed information for various products.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Solved problems with products and services by providing customers with technical support.
- Increased revenue by cross-selling and upselling products and services.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Provided training and support to new associates to help provide high-quality customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Created and maintained detailed database to develop promotional sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Diploma - Business Administration And Management
Daystar University
Nairobi Campus 01.2023 - Current
Skills
Relationship building and management
Customer portfolio management
New business generation
Fluent in English & Kiswahili
Service support
Product knowledge
Client Relationships
Solution development
Written and verbal communication
Certification
Customer Relationship Management, Udemy
Accomplishments
- Proven track record of successfully managing multiple Key account customers, developing opportunities and exceeding business targets.
- Collaborated with our technical team in the development of 3 new products that made upselling targets achievable.
Timeline
Product Management
11-2023
Leadership
11-2023
Diploma - Business Administration And Management
Daystar University
01.2023 - Current
Customer Success Management Fundamentals, LinkedIn
09-2022
Business Development: Srategic Planning
09-2022
Customer Relationship Management, Udemy
08-2022
Business Development & Relationship Manager
Pesapal
01.2020 - Current
Business Development Executive
Pesapal
06.2018 - 12.2019
Customer Service Associate
Pesapal
03.2015 - 05.2018