Lucy Theuri
Administrative Assisstant
Nairobi
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Sales Executive
Bovine general merchants
Kiambu, 13
1 2021 - 10.2023
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them
- Developed and presented valuable sales presentations to potential customers to highlight features and benefits of products
- Identified up-selling opportunities within existing accounts by staying informed about clients'' evolving needs requirements
- Established and maintained positive relationships with vendors to determine product availability and quality
- Developed key partnerships, resulting in increased lead generation and cross-selling opportunities
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close
- Reviewed competitors'' offerings periodically to stay informed about industry trends and maintain a competitive edge
- Collaborated with marketing team to create impactful campaigns that generated new leads and increased brand awareness
- Managed efficient cash register operations
- Developed strong rapport with customers and created positive impression of business
- Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives
- Developed and implemented account management plans to establish customer satisfaction
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention
- Identified up-selling opportunities within existing accounts by staying informed about clients'' evolving needs requirements
Customer service agent (Remote)
M-Kopa
01.2020 - 12.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases
- Strengthened relationships with clients through proactive follow-up on pending issues and concerns
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns
- Utilized strong problem-solving skills to quickly identify and address customer issues
- Addressed customer account discrepancies and concerns
- Facilitated communications through management of inbound and outbound customer calls.Managed over 50 customer calls per day.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service
- Educated clients on account services and resolved client inquiries regarding statement information and account balances
- Streamlined communication processes for improved information exchange between customers and team members
- Implemented new strategies to reduce average call handle time while maintaining excellent service quality
- Adapted to new applications and maintained knowledge of current technologies
- Collaborated with team members to develop innovative solutions for complex customer problems
- Contacted customers to return routine and general calls promptly
- Fostered a positive work environment through active participation in team-building activities and initiatives
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions
- Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies
- Conducted thorough research on client accounts for accurate information gathering and issue resolution
- Supported cross-functional teams in developing strategies to enhance customer experience across various touchpoints
- Improved overall efficiency by providing constructive feedback to peers during team meetings
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Handled customer inquiries and suggestions courteously and professionally
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with minimal wait times
- Responded to customer requests for products, services, and company information
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Provided primary customer support to internal and external customers
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Developed customer service policies and procedures to meet and exceed industry service standards
- Investigated and resolved customer inquiries and complaints quickly
- Maintained up-to-date knowledge of product and service changes
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- 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
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Developed and updated databases to handle customer data
- Delivered prompt service to prioritize customer needs
- Promptly responded to inquiries and requests from prospective customers
- Met customer call guidelines for service levels, handle time and productivity
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Increased efficiency and team productivity by promoting operational best practices
Sales Executive
URITHI HOUSING CO-OPERATIVE SOCIETY LIMITED
Thika
04.2015 - 12.2018
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Developed sales strategy based on research of consumer buying trends and market conditions
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed
- Researched sales opportunities and possible leads to exceed sales goals and increase profits
- Established and maintained positive relationships with vendors to determine product availability and quality
- Developed and presented valuable sales presentations to potential customers to highlight features and benefits of products
- Created and implemented successful sales campaigns to drive leads and increase sales
- Identified upselling opportunities within existing accounts by staying informed about clients'' evolving needsrequirements
- Mentored junior sales representatives, providing ongoing coaching to improve their performance
- Directed sales support staff in administrative tasks to help sales reps close deals
- Analyzed past sales data and team performance to develop realistic sales goals
- Exceeded quarterly targets consistently through diligent prospecting and tailored product presentations
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close
- Negotiated contract terms with clients, securing favorable conditions for both parties while maximizing profitability
- Conducted comprehensive market research to identify emerging trends and adjust sales approach accordingly
- Participated in industry trade shows, representing the company professionally and generating valuable leads for future business growth
- Reviewed competitors'' offerings periodically to stay informed about industry trends and maintain a competitive edge
- Monitored and adjusted pricing based on market trends and customer feedback to meet expectations and increase sales
- Collaborated with marketing team to create impactful campaigns that generated new leads and increased brand awareness
- Collaborated with internal teams, such as product development and customer support, to ensure seamless client experience throughout the sales process
- Utilized internal lead referral tools to solicit new business opportunities and contacts
- Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives
- Engaged in friendly conversation with customer to better uncover individual needs
- Answered customer questions about products and services, helped locate merchandise, and promoted key items
- Listened to customer needs and desires to identify and recommend optimal products
- Developed strong rapport with customers and created positive impression of business
- Built customer loyalty and retention by delivering excellent shopping experiences
- Recommended complementary purchases to customers, increasing revenue
- Prioritized helping customers over completing other routine tasks in store
Receptionist and Office Administrator
ONEWAY CLEANING SERVICES LTD
09.2013 - 05.2014
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors
- Managed multiple tasks and met time-sensitive deadlines
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction
- Managed conference room schedules to ensure efficient use of space for meetings and other events
- Increased customer retention rates through exceptional communication skills and problem-solving abilities
- Organized, maintained and updated information in computer databases
- Collected and distributed messages to team members and managers to support open communication and high customer service
- Collected [Type] payments, processed transactions and updated relevant records
- Helped office staff prepare reports and presentations for internal or client-related use
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency
- Managed and properly accounted for petty cash issued to facilitate general office activities
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks
- Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues
- Managed travel arrangements for executives or visiting clients to ensure seamless logistics coordination during business trips
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events
- Organized, facilitated and participated in community service efforts
- Supported departmental goals with the coordination of inter-departmental meetings and collaborative initiatives
- Identified and communicated customer needs to supply chain capacity and quality teams
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Established team priorities, maintained schedules and monitored performance
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Defined clear targets and objectives and communicated to other team members
- Developed detailed plans based on broad guidance and direction
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Managed senior-level personnel working in marketing and sales capacities
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Administrative assistant
HENMWA INVESTMENT LTD -REAL ESTATE
01.2011 - 04.2013
- Executed record filing system to improve document organization and management
- Created and maintained databases to track and record customer data
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data
- Developed strategies to streamline and improve office procedures
- Managed department budgets and generated financial reports for management review
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Managed filing system, entered data and completed other clerical tasks
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Scheduled office meetings and client appointments for staff teams
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks
- Processed customer orders accurately and within agreed timeframes to meet service standards
Education
Digital And Social Media Marketing
07.2024 - Current
Custome Care & Complaint Management
07.2024 - Current
Some College (No Degree) - Data Entry
09.2023 - 05.2023
Some College (No Degree) - Diploma I Purchasing And Supply Management
03.2007 - 05.2009
Some College (No Degree) - Business Administration And Management
01.2007 - 05.2007
Skills
Customer Service
Call Control
Information Verification
Complaint Handling
Case Management
Empathetic and genuine
Outstanding communication skills
Customer Complaint Resolution
Problem Resolution
Live chat support
Intro
Excellent interpersonal and communication skills. Good team player and ability to handle multiple tasks. Diligence to duty, the ability to learn fast, and to work under minimal or no supervision. I also regard my public relation skills...
Personal Information
Date of Birth: 09/28/83
Languages
English
Swahili
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
MS Office
Spreadsheets
Google Drive
Database Management
Timeline
Atingi Digital Courses - , Digital And Social Media Marketing
07.2024 - Current
Atingi Digital Courses - , Custome Care & Complaint Management
07.2024 - Current
Ajira Digital - Some College (No Degree), Data Entry
09.2023 - 05.2023
Customer service agent (Remote) - M-Kopa
01.2020 - 12.2020
Sales Executive - URITHI HOUSING CO-OPERATIVE SOCIETY LIMITED
04.2015 - 12.2018
Receptionist and Office Administrator - ONEWAY CLEANING SERVICES LTD
09.2013 - 05.2014
Administrative assistant - HENMWA INVESTMENT LTD -REAL ESTATE
01.2011 - 04.2013
Kenya Institute of Management - Some College (No Degree), Diploma I Purchasing And Supply Management
03.2007 - 05.2009
Kenya Institute of Management - Some College (No Degree), Business Administration And Management
01.2007 - 05.2007
Sales Executive - Bovine general merchants
1 2021 - 10.2023