Mary Isaac
Nairobi
Summary
Export Sales Officer with extensive experience at Mabati Rolling Mills, recognized for improving customer satisfaction and achieving significant sales growth. Expertise in complaint resolution and analytical thinking, fostering robust international client relationships while ensuring compliance and timely delivery. Proficient in MS Office, utilizing data-driven strategies to meet and exceed business objectives.
Overview
15
15
years of professional experience
Work History
Export Sales Officer – Pipes and Tubes
Mabati Rolling Mills
11.2023 - Current
- Manage export sales operations for pipes and tubes, ensuring compliance with international trade regulations and customer requirements.
- Develop and maintain strong relationships with international clients, distributors, and stakeholders to expand market reach.
- Coordinate with production, logistics, and supply chain teams to guarantee timely order fulfillment and delivery.
- Analyze export market trends and customer data to forecast demand and optimize sales strategies.
- Prepare and negotiate contracts, quotations, and pricing to maximize profitability while maintaining customer satisfaction.
- Provide after-sales support, addressing client inquiries and ensuring long-term business partnerships.
Customer Service Executive – Complaint Management
Mabati Rolling Mills
11.2021 - 06.2023
- Handled customer inquiries and complaints with professionalism, driving a 100% increase in satisfaction scores.
- Resolved escalations promptly, achieving a 100% reduction in customer escalations.
- Built and maintained positive rapport with clients through phone and in-person interactions, strengthening customer loyalty.
- Implemented effective communication scripts and service protocols to ensure consistent handling of customer needs.
- Collaborated with cross-functional teams to deliver timely solutions and enhance overall customer experience.
Customer Service Assistant – Local Distribution Sales
Mabati Rolling Mills
07.2020 - 11.2021
- Analyzed customer feedback and sales trends to implement service improvements, enhancing overall customer satisfaction.
- Acted as a liaison between customers and management, ensuring timely communication and resolution of issues.
- Processed and logged customer orders accurately, coordinating production, loading, and dispatch to streamline distribution.
- Supported local sales operations by providing product information, resolving inquiries, and ensuring efficient order fulfillment.
- Strengthened customer relationships through proactive communication and reliable service delivery.
Exports Customer Service Executive
Mabati Rolling Mills
11.2014 - 07.2020
- Recorded and maintained customer demographics, sales orders, and export data to support accurate forecasting and production planning.
- Supported the end-to-end order processing cycle, ensuring timely and efficient delivery to international clients.
- Analyzed customer service data to identify issues and implement solutions, resulting in improved customer experience.
- Coordinated with production and raw material placement teams to ensure export market needs were consistently met.
- Built strong relationships with international customers by providing accurate product information, resolving inquiries, and ensuring seamless communication.
Customer Service & Sales Representative
Safaricom Limited
01.2011 - 01.2014
- Managed order processes from receipt to completion, ensuring compliance with requirements.
- Maintained and developed customer relationships, serving as first point of contact for complaints.
- Conducted market research and actively pursued new sales opportunities via cold calling, networking, and social media.
- Delivered product presentations, negotiated deals, and participated in exhibitions and conferences.
- Collaborated with team members to achieve sales targets and improve customer satisfaction.
Education
Bachelor’s Degree - Political Science and Constitutional Law
Mohammed V University of Rabat
Morocco01.2008
Skills
- Language proficiency in English,French and Swahili
- MS Office expertise
- Complaint resolution
- Customer liaison
- Time management
- Multitasking
- Analytical thinking
- Problem solving
- Interpersonal skills
- Communication skills
- Flexibility and resilience
- Relationship building
Hobbies and Interests
- Travelling
- Reading
- Sports
- Listening to Music & dancing
- Learning New languages
References
- Mr. Abhijeet Gupta - Business Head - Export Markets Mabati Rolling Mills, +254 731 049 936,abhijeet.gupta@safalgroup.com
- Madam Patience Wekesa, Manager – Customer Centricity – BS, Mabati Rolling Mills Ltd, +254 731 049 939, patience.wekesa@safalgroup.com
- Mr. Sundaresa Prabhu, National Sales Manager – Steel, Local Sales, Mabati Rolling Mills Ltd, +254 736 886 201, sundaresa.prabhu@safalgroup.com
- Madam Nerea Awino, Customer Service Manager, Safaricom Limited, +254 722 300 611
Timeline
Export Sales Officer – Pipes and Tubes
Mabati Rolling Mills
11.2023 - Current
Customer Service Executive – Complaint Management
Mabati Rolling Mills
11.2021 - 06.2023
Customer Service Assistant – Local Distribution Sales
Mabati Rolling Mills
07.2020 - 11.2021
Exports Customer Service Executive
Mabati Rolling Mills
11.2014 - 07.2020
Customer Service & Sales Representative
Safaricom Limited
01.2011 - 01.2014
Bachelor’s Degree - Political Science and Constitutional Law
Mohammed V University of Rabat