Loise Kinuthia
Nairobi
Summary
Achievements include regularly exceeding sales, service and customer acquisition quotas. Dedicated to expanding reach and gross sales with good networking and account servicing skills. Superior work ethic with an adaptable approach.
Overview
16
16
years of professional experience
Work History
Direct Sales Agent
Ecobank
Nairobi, Kenya
03.2024 - Current
- Identified potential customers through cold calling and networking activities.
- Developed relationships with customers to promote product awareness.
- Provided detailed information about products and services to prospects.
- Maintained an up-to-date knowledge of competitors' offerings.
- Established a positive rapport with customers by providing exceptional service.
Customer Service Supervisor
Pullman Hotel & Resorts
Doha, Qatar
09.2021 - 09.2023
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Customer Service Supervisor
Marriott Marquis City Centre
Doha, Qatar
08.2018 - 08.2018
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
Call Center Representative
Banana Island Resort by Anantara
Doha, Qatar
04.2015 - 07.2018
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
Call Center Representative
Movenpick Hotel & Resorts
Talabay, Aqaba, Jordan
10.2013 - 02.2015
- Provided customer service support for incoming calls and emails.
- Answered customer inquiries regarding products, services, billing and technical issues.
- Resolved customer issues using problem-solving skills.
- Conducted follow up calls to ensure customer satisfaction.
- Maintained accurate records of customer interactions and transactions.
Restaurant Hostess
Redfire Gourmet Restaurant
Abuja, Nigeria
06.2012 - 02.2013
- Assigned seating arrangements based on customer preferences and restaurant policies.
- Provided menus and answered questions about menu items and specials.
- Greeted customers and escorted them to their tables.
- Managed reservations, waitlists, and special requests for large parties.
- Monitored dining room activity to ensure all guests were receiving optimal service.
Receptionist
Water Innovations
Nairobi, Kenya
03.2010 - 06.2012
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Greeted visitors and provided them with assistance.
- Verified visitors' identification cards before allowing access to the building.
- Performed data entry tasks into various computer systems accurately and promptly.
Receptionist
ICT Village
Nairobi, Kenya
06.2008 - 03.2009
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Education
Some College (No Degree) - Diploma in Business Administration
KCA University
NairobiHigh School Diploma -
Alliance Girls High School
KikuyuSkills
- Sales Presentations
- CRM proficiency
- Sales Reporting
- Customer Targeting
- Customer Relationship Management
- Handling Escalations
- Performance Evaluation
- Call Center Operations
Languages
Swahili
First Language
English
Proficient (C2)
C2
Timeline
Direct Sales Agent
Ecobank
03.2024 - Current
Customer Service Supervisor
Pullman Hotel & Resorts
09.2021 - 09.2023
Customer Service Supervisor
Marriott Marquis City Centre
08.2018 - 08.2018
Call Center Representative
Banana Island Resort by Anantara
04.2015 - 07.2018
Call Center Representative
Movenpick Hotel & Resorts
10.2013 - 02.2015
Restaurant Hostess
Redfire Gourmet Restaurant
06.2012 - 02.2013
Receptionist
Water Innovations
03.2010 - 06.2012
Receptionist
ICT Village
06.2008 - 03.2009
Some College (No Degree) - Diploma in Business Administration
KCA University
High School Diploma -
Alliance Girls High School
Similar Profiles
MONICA AMADUMONICA AMADU
Advantage and Diaspora Relationship Officer at EcobankAdvantage and Diaspora Relationship Officer at Ecobank
NELLIE LOSENJA NGOUMBAH Epse SAMANELLIE LOSENJA NGOUMBAH Epse SAMA
Teller at EcobankTeller at Ecobank
BRIAN ARTHURBRIAN ARTHUR
IT Intern at EcobankIT Intern at Ecobank
Martin UGURUMartin UGURU
Senior Manager, Group Business Analytic, Robotic Processing Automation, Smart Teller and Electronic Channels at ECOBANKSenior Manager, Group Business Analytic, Robotic Processing Automation, Smart Teller and Electronic Channels at ECOBANK
Grace NgigiGrace Ngigi
Process Engineer at Tetra PakProcess Engineer at Tetra Pak