MERCY ELIZABETH ACHIENG' OGOSI
Mombasa
Summary
Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through theimprovement of support processes to streamline operations and enhance customer experiences.
Overview
18
18
years of professional experience
Work History
Presiding officer
IEBC
01.2022 - Current
- Take charge of the polling station
- Supervise the pollClerks at the polling station
- Maintain the secrecy of the ballot
- Ensure that all the electors are treated impartially, with respect, and in a helpful, polite, and professional manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified theneeds of customers promptly and efficiently.
Lighting and Electronics Consultant
Creative Innovations LTD
01.2009 - 01.2022
- Applied excellent customer skills while offering advice and assistance to customers in a professional and efficient manner maintaining good customer relationship.
- Utilizing interpersonal and communication skills while providing exceptional customer service and engaging with customers to tailor advice and recommendations.
- Met and achieved KPI's by 100% in a year by coordinating with other team players.
- Increased revenue for the company by continuously exceeding sales targets and expectations by 100%.
- Presented, promoted and sold products to existing and prospective customers.
- Emphasized on the product benefits to the customers and offering solutions to their problems.
- Improved work efficiency by tracking and monitoring work process hance saving time.
- Established developed and maintained positive business and customer relationship.
- Resolved conflicts between the team members in-line with sales.
- Managed to meet the deadlines set, during promotional periods.
- Generated orders, organized and maintained inventory for the assigned stores.
- Coordinated sales efforts with team members and other departments.
- Assist other workers where they experience setbacks, difficulties and assignments need be.
- Attended and engaged in team meetings and trainings related to target achievements and customer service.
- Supplied management with reports on customer needs, concerns, problems and feedbacks.
- Kept records of contacts for existing, new and potential clients and shared the same with the management.
- Shared potential ideas in view of the introduction of new products to the market.
- Identified product quality improvements and coordinated with the product managers, thereby improving product standard quality.
- Followed up on pending and pushed for quick deliveries, reducing the wait period.
- Understood and promoted the company's programs.
- Arranged for additional special displays for the products to boost sales.
- Continuously tracked the market trend and competitors' activities.
- Prepared monthly reports and made follow-ups with the management regarding fast-moving, dead stocks, and end-of-line products.
- Generated return forms and effectively followed up on repair service issues to reduce customer wait time.
- Collaborated with clients to develop action plans to address specific challenges and objectives.
- Facilitated workshops to gather client feedback and insights.
- Conducted research on industry trends to inform recommendations.
- Analyzed client needs to develop tailored creative solutions.
Sales and Marketing Representative
Pulse experiential
NAIROBI
01.2008 - 05.2009
- Assisted in organizing for regional book sales and events for schools and colleges.
- Presented, promoted, and assisted clients to make the best choices.
- Marketing and promotion of educational books both in schools and bookshops.
- Coordinated sales and efforts with marketing programs.
- Answered client questions about credit terms, products, price, and availability.
- Promoted the company's programs, mission, and vision.
- Collaborated with other sales teams, hence achieving better sales returns.
- Built the business through theidentification of prospects and the maintenance of solid client relationships.
- Engaged in book listing every year by assisting schools to make thebest choices.
- Increased client satisfaction through theprovision of excellent sales and after-sales services.
- Shared the sales presentation with a range of prospective clients.
- Generated orders and shared the same for invoicing and made follow-up on the same.
- Organized and maintained inventory.
- Managed a return policy plan for the books at the bookstores.
- Negotiated for thebest positions for displays of books within the bookshops.
- Prepared and submitted sales contacts for orders to be processed.
- Prepared monthly reports and follow-ups.
- Developed marketing strategies to enhance brand visibility and customer engagement.
- Conducted market research to identify trends and customer preferences for campaigns.
- Managed client relationships to ensure satisfaction and repeat business opportunities.
- Provided training and support to new team members on best practices in sales techniques.
Education
Diploma - IMIS
KABETE TECHNICAL TRAINING INSTITUTE
NAIROBI01.2005
Kenya Certificate of Secondary Education - KISUMU
MIGINGO GIRLS SECONDARY SCHOOL
KISUMU01.2003
Kenya Certificate of Primary Education - NAIROBI
NDURARUA PRIMARY SCHOOL
NAIROBI01.1999
Certificate - Data Analytics
ALX Africa
MOOCCertificate - other
BENTECH COMPUTER CENTER
NAIROBISkills
- ICT competence
AI-Powered Content Creation Skills:
- Generative AI for Educational Content (ChatGPT, Claude, Google Gemini)
- Advanced Prompt Engineering & Optimization for Customized Materials
- AI Image & Graphic Generation (Canva Magic Studio, Midjourney, Adobe Firefly)
- AI Video Scripting, Editing & Repurposing (CapCut AI, Descript, InVideo)
Customer relationship management:
- Conflict resolution
- Effective communication
- Problem solving
- Customer engagement
- Professional demeanor
- Multitasking
- Excellent communicationOffice
Strategist:
- Management
- Leadership Skills
- Inventory management
- Market trend analysis
- Sales and Marketing skills
- Team player
References
- Mathew Mutua, Human Resource Manager, Creative Innovations Ltd, 0711912247
- Isabel Onyango, Pulse Experiential Ltd, 3873325/3873023
- Ole Taiswa, Returning Officer IEBC, 0722966962
Languages
English
Upper Intermediate (B2)
B2
Swahili
Upper Intermediate (B2)
B2
Luo
Native
Native
Timeline
Presiding officer
IEBC
01.2022 - Current
Lighting and Electronics Consultant
Creative Innovations LTD
01.2009 - 01.2022
Sales and Marketing Representative
Pulse experiential
01.2008 - 05.2009
Diploma - IMIS
KABETE TECHNICAL TRAINING INSTITUTE
Kenya Certificate of Secondary Education - KISUMU
MIGINGO GIRLS SECONDARY SCHOOL
Kenya Certificate of Primary Education - NAIROBI
NDURARUA PRIMARY SCHOOL
Certificate - Data Analytics
ALX Africa
Certificate - other
BENTECH COMPUTER CENTER