NELLIUS MUTHONI
Nakuru
Summary
Highly motivated and result-oriented professional with extensive customer service and sales experience. Successful at cultivating and deepening relationships to build loyal account base. Dedicated to maximizing revenue and customer acquisition through discipline, knowledge and persuasive communication skills. Outgoing sales professional with track record of driving increased revenue, improving buying experience and elevating company profile with targeted markets. Consistently recognized for sales performance and excellence in customer service. Ready to apply my expansive education and years of experience to a challenging position with room for advancement.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Senior Sales Associate
Copia Kenya Ruiru
Tatu
08.2022 - Current
- Charged with processing online customer orders and handling customer inquiries, product returns, product exchanges and sales transactions efficiently and professionally
- Met or exceeded sales objectives on consistent basis to drive company growth.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Grew sales and boosted profits, applying proactive lead management strategies and enhancing sales training.
- Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
- Trained new sales personnel on company policies, customer acquisition strategies and successful sales techniques.
- Upselling and Cross-selling – Sales Reporting – Customer service and satisfaction to ensure customer retention – Consistent daily sales of an average of 8 orders daily through the company Whatsapp line, website and social media platforms – Maintained highest sales record in the team hitting my targets monthly – Maintained the highest sales average of over 200 customers with 100 new customers every month and revenue of over 800,000 KES each month
- Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues.
Sales Associate
Copia Kenya Ltd Ruiru
Tatu
01.2021 - 12.2021
- Followed a script to provide sales, and generate numerous successful leads, order entry and service support for customers via phone/chat and social media inquiries and through email support to raise tickets to all levels of the organization
- Trained on new technology as required, performed data entry tasks such as entering orders into system and accurate daily sales reporting – Provided internal training to new team members regarding company products and services;; trained customers on using digital platforms to make online orders and use coupons as appropriate.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Contributed to improved monthly departmental revenue by offering customers accessories and related purchases to complete selections.
- Assisted customers on different queries, helped customers locate products by directing them to order through the agents, company website, app and USSD platforms for merchandise at other sites.
- Liaised with other departments such as warehouse staff to meet with customers to discuss and ascertain needs, tailor solutions and close deals.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Set and achieved company defined month on moth sales goals.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Achieved or exceeded company-defined sales quotas.
- Presented professional image consistent with company's brand values.
Customer Service
Copia Kenya Ltd
10.2020 - 12.2020
- Answered nearly 60 calls daily from customers inquiring about product usage, billing issues, or general company information
- Generated sales leads through stellar customer service by identifying and assessing customers' needs to achieve satisfaction
- I helped to build sustainable relationships and trust with customer accounts through open and interactive communication
- Received recognition on four different occasions for mediating conflict and keeping the business throughout the process – Learned about all the different products and competently provided customers with information about each one, complementary products, and suggestions for their usage.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
Accounts Assistant
OLTUKAI MARA, SPRINGS, UTUMISHI COOPERATIVE HOUSE
SIANA
01.2018 - 01.2020
- Stock control and management-Placing requests to replenish stock
- Maintaining supplier relationships through timely payments and communication
- Social media marketing for the company
- Processing cash and card payments
- Create and maintain good relationships with vendors/suppliers
- Maintain records of purchases, pricing, and other important data
- Review and analyze all vendors/suppliers, supply, and price options
- Negotiate the best deal for pricing and supply contracts
- Ensure that the products and supplies are high quality and the right quantity
- Maintain and update a list of suppliers and their qualifications, delivery times, and potential future development.
Sales Associate
G-tel Kaka House
Westlands
06.2016 - 12.2017
- Answering questions about the company's products or services
- Delivering information about the company’s offerings – Collecting and analyzing customer feedback – Handling customer complaints – Developing and documenting knowledge into helpful content – Processing orders and transactions – Resolving issues and troubleshooting technical problems.
Customer Service -Front Office, Intern
Women Enterprise Fund NSSF building
05.2015 - 05.2016
- Greet and welcome guests in person and on phone; – Pick up and sort daily incoming correspondence and deliver sorted mail to addressees
- Maintain log books, including sign-in/out logs, front desk expenditures, and calls received.
- Managed front office reception area by cleaning and organizing desk and visitor lobby
- Answer and direct inquiries to designated department
- Assisted HR Associate in updating and maintaining employee files to stay in compliance with legislations using Internal Tracking System and Excel
- Maintain executive managers’ calendars by planning and scheduling conferences, teleconferences, and travel
- Develop and utilize effective filing and retrieval systems, and maintain office supplies by placing orders and evaluating new products.
- Sorted and organized files, spreadsheets, and reports.
Procurement Intern
NAKURU COUNTY GOVERNMENT
NAKURU
01.2014 - 12.2015
- Verified accuracy of suppliers' bills against original purchase orders to avoid billing errors.
- Checked listed bid prices, product specifications and delivery schedules to determine best supplier for each need.
- Identified inventory issues and coordinated resupplies to keep levels within optimal minimum and maximum benchmarks.
- Prepared purchase orders to meet requests of different internal departments and sent copies to relevant suppliers.
- Used good organizational skills to manage workload.
- Completed required paperwork within anticipated timeframes.
- Assisted team members and managers with tasks to maintain productivity and meet project milestones.
- Maintained good working relationship with co-workers and management.
Education
Bachelors - Purchasing & Supplies Purchasing
Dedan Kimathi University of Technology Nyeri
04.2011 - 05.2015
CERTIFIED PUBLIC ACCOUNTS - Accounting
ACHIEVERS SCHOOL OF PROFESSIONALS
NAKURU 05.2010 - 05.2013
Kenya Certificate in IT Information Technology -
Catholic Diocese of Nakuru Nakuru
02.2010 - 05.2010
Skills
PROFESSIONAL: Product promotion, Multi-Tasking, Referral generation, Sales expertise, Stock management, Professional telephone demeanor,Multi-line phone talent, Complaint resolution, ales strategy,I nbound and outbound calling, Cross-functional team collaboration, Lead Generation, Efficient sales transactions, Client relationship building, Cold calling abilities, Sales Lead Management, Phone Etiquette, Conflict Resolution, Research Writing, Customer Survey, Marketing, Problem Solving, E-correspondence, Communication, Sales
Accomplishments
- Achieved month on month revenue and sales targets through effective lead management.
- Collaborated with team of four in the development of Ecommerce Automation & Resolution Champions project.
- Collaborated with the development team in the development of PWA(Progressive Web App).
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Affiliations
MEMBER, KENYA INSTITUTE OF SUPPLIES MANAGEMENT
Certification
KNOWBE4 -CYBER SECURITY TRAINING -COPIA
Timeline
KNOWBE4 -CYBER SECURITY TRAINING -COPIA
10-2022
Senior Sales Associate
Copia Kenya Ruiru
08.2022 - Current
Sales Associate
Copia Kenya Ltd Ruiru
01.2021 - 12.2021
Customer Service
Copia Kenya Ltd
10.2020 - 12.2020
Accounts Assistant
OLTUKAI MARA, SPRINGS, UTUMISHI COOPERATIVE HOUSE
01.2018 - 01.2020
Sales Associate
G-tel Kaka House
06.2016 - 12.2017
Customer Service -Front Office, Intern
Women Enterprise Fund NSSF building
05.2015 - 05.2016
Procurement Intern
NAKURU COUNTY GOVERNMENT
01.2014 - 12.2015
Bachelors - Purchasing & Supplies Purchasing
Dedan Kimathi University of Technology Nyeri
04.2011 - 05.2015
CERTIFIED PUBLIC ACCOUNTS - Accounting
ACHIEVERS SCHOOL OF PROFESSIONALS
05.2010 - 05.2013
Kenya Certificate in IT Information Technology -
Catholic Diocese of Nakuru Nakuru
02.2010 - 05.2010
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