MERCY OYANDO
SALES,ACCOUNTING,CUSTOMER SERVICE
NAIROBI
Summary
Experienced professional who is dependable and highly organized with business maturity, discretion, enthusiasm and a positive attitude. Strong computer skills, organization, great sales skills and presentation both written and oral. Self-starter, able to work independently with great sales personality and marketing skills. Customer centric and a go getter. Knowledgeable and dedicated customer service professional with extensive experience in Banking, Manufacturing
,clearing and forwarding industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
CUSTOMER ADVISOR
ABSA BANK OF KENYA
NAIROBI, 30
01.2019 - Current
- Deliver exceptional sales performance by identifying ,meeting customer needs
- Generate, convert quality leads into sales Participation in over 5 products campaigns ensuring customers are educated
- Own customer queries , complaints on products, advice customers ensuring smooth transition .Build relationships with internal service providers for smooth Turnaround time of escalated queries
- Ensure accuracy , quality of applications ,supporting documents is 100%
- Achieve operational rigor excellence , KYC requirements .Share knowledge with other customer advisors , deputize Manager whenever called upon
- Agree ,achieve set sales targets at 100% ,discuss objectives annually with line Managers.
- Responded to customer requests, offering excellent support tailored recommendations to address needs
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Increased customer loyalty by consistently delivering a high level of service that exceeded expectations
SALES REPRESENTATIVE
BRAVA FOOD INDUSTRIES
07.2016 - 06.2017
- Developed and implemented sales strategies to increase profits
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations
- Conducted product demonstrations to highlight features and redirect objections to positive aspects
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates
- Developed and delivered engaging sales presentations to convey product benefits
- Developed and implemented marketing plans to increase brand awareness and drive sales
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions
- Increased sales revenue by identifying and targeting high-potential accounts
- Utilized CRM software to manage client information, track leads, and monitor sales progress efficiently
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service
ADMINISTRATION MANAGER
GIRAFFE FORWARDERS LIMITED
06.2010 - 02.2016
- Completed bi-weekly payroll for 15 employees
- Liaised with external stakeholders including clients, suppliers, and regulatory bodies to maintain strong working relationships beneficial to organization's success
- Built excellent employee experience through culture of service and execution of employee assistance programs
- Maintained up-to-date knowledge of industry best practices in administration management through continuous learning opportunities, ensuring a competitive edge in service provision
- Created reports, presentations and other materials for executive staff
- Improved office operations by automating client correspondence, record tracking and data communications
- Enhanced staff performance through comprehensive training programs and regular performance evaluations, leading to a more skilled and motivated team
- Coordinated complex schedules for senior management, optimizing time usage for maximum efficiency and productivity
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships
CUSTOMER ADVISOR
BARCLAYS BANK OF KENYA
08.2008 - 11.2009
- Diligence and professional integrity in customer vetting
- Teamwork with other staff ensuring quick turnaround time of escalated queries.
- Implemented and developed customer service training processes
- Increased customer loyalty by consistently delivering high level of service that exceeded expectations
- Responded to customer requests, offering excellent support tailored recommendations to address needs
- Investigated and resolved customer inquiries and complaints quickly
- Supported sales efforts by providing accurate information about products or services that matched customer needs
- Increased efficiency to 100% and performance by monitoring team member productivity and providing feedback
- Promptly responded to inquiries and requests from prospective customers
MARKETER/CUSTOMER CARE
WIRELESS KENYA
3 2006 - 7 2008
- Established, Prospecting for clients
- Preparation of weekly sales Presentations to Clients ,Managing sales team
- Controlling ,disbursement of petty cash for accounting.
- Conducted research to analyze customers' behavior, preferences and purchasing habits
- Grew email subscriber base through implementation of effective lead generation tactics
- Collaborated with cross-functional teams to develop and implement market research strategies
- Shipped samples to potential clients and kept appropriate amount of samples on hand for meetings, customer presentations and for sales team use
- Created and distributed surveys for data collection and analysis
- Grew email subscriber base through the implementation of effective lead generation tactics
- Launched successful product lines by conducting thorough market research and competitor analysis
- Assembled reports and presentations to share insights and recommendations with stakeholders
- Planned marketing initiatives and leveraged referral networks to promote business development
- Generated reports to support development and implementation of marketing plans
- Administered and procured funding for new marketing programs
- Shadowed senior personnel on complex marketing pursuits to build skills set
- Collaborated with sales team members to align messaging, generating a cohesive brand identity across all touchpoints
Education
BUSINESS, ACCOUNTING - Accounting
STARTHMORE BUSINESS SCHOOL
NAIROBI 11.2012 - 05.2015
Skills
Organization ,Planning: - highly organized individual, able to handle tasks methodically, timely manner Ability to design, plan ,organize , implement tasks within allotted time frames
Information Technology: Proficient ,competent in use of Windows operating systems, quick books accounting package, internet ,Email
Communication: effective in both oral, writing Fluent in Kiswahili ,English possessing excellent presentation skills
Interpersonal: - great conversations, mingling with people skills ,well versed with customer care
Organization ,Planning: - highly organized individual, able to handle tasks methodically, timely manner Ability to design, plan ,organize , implement tasks within allotted time frames
Volunteer Experience
ABSA BANK, 08/01/22, 08/01/22, KIAMBU, MOTIVATOR, Advice candidates on the job market.
Encourage candidate on purpose in life.
Donation of computers.
Installation and training of computer usage to make a difference to schools.
Timeline
CUSTOMER ADVISOR
ABSA BANK OF KENYA
01.2019 - Current
SALES REPRESENTATIVE
BRAVA FOOD INDUSTRIES
07.2016 - 06.2017
BUSINESS, ACCOUNTING - Accounting
STARTHMORE BUSINESS SCHOOL
11.2012 - 05.2015
ADMINISTRATION MANAGER
GIRAFFE FORWARDERS LIMITED
06.2010 - 02.2016
CUSTOMER ADVISOR
BARCLAYS BANK OF KENYA
08.2008 - 11.2009
MARKETER/CUSTOMER CARE
WIRELESS KENYA
3 2006 - 7 2008