NICOLE WANJIRU
Nairobi,Kenya
Summary
Accomplished professional with extensive expertise in CRM software, Salesforce, and customer relationship management. Proven track record in conflict resolution, strategic thinking, and sales process optimization. Adept at problem-solving, communication, and client retention through effective negotiation and leadership. Demonstrated ability to lead cross-functional teams and manage projects focusing on risk assessment and KPI monitoring. Career goals include leveraging relationship-building and project management skills to drive organisational success.
Overview
7
7
years of professional experience
Work History
Sales and Marketing Officer
Icon Fiber Solutions Limited
Nairobi, Kenya
10.2024 - 01.2025
- Managed a team of 17 sales representatives spread out across Juja, Mwihoko, Ruiru, and Kiambu to drive customer acquisition for internet services.
- Developed and implemented sales strategies that targeted individual households/residents and business customers which increased our sales.
- Addressed challenges like client churn by leading an investigation to identify the root cause and implement tailor-made solutions for each situation i.e resolving signal strength, to improve customer satisfaction and retention
- Conducted market research to identify gaps in the market such as the underserved areas where we can provide internet coverage for increased sales.
- Streamlined customer service procedures to amplify client satisfaction rates.
- Monitored campaign performance using digital tracking tools to analyze and report results.
- Planned events and activations to enhance brand presence and customer engagement.
- Supported front-line sales teams with well-coordinated administrative operations.
- Optimized sales processes for streamlined operations and improved efficiency leading to a 40% growth in revenue.
Sales Operations Coordinator
Kim-Fay East Africa Limited
Nairobi, Kenya
07.2023 - 01.2024
- Managed a team of three technicians, assigning roles and responsibilities for the installation of dispensers, optimizing workflow efficiency, and ensuring timely completion of projects.
- Utilized Excel proficiency to manipulate and analyze sales data, create dashboards and visualizations, and track performance metrics, providing actionable insights to management and stakeholders.
- Managed the Zoho CRM system, maintaining accurate customer records, tracking interactions, and generating reports to support sales and marketing efforts, improving data integrity and efficiency in customer relationship management.
- Generated weekly sales reports using ERP systems like Acumatica, analyzing sales data and key performance indicators to identify trends, opportunities, and areas for improvement, leading to informed decision-making and strategic planning.
- Monitored and tracked sales call metrics such as call volume, conversion rates, and customer feedback, providing actionable insights and implementing training initiatives to improve sales effectiveness and customer engagement strategies.
Account Manager
Nala Logistics
Nairobi, Kenya
05.2020 - 04.2023
- Developed and implemented comprehensive sales strategies to penetrate new markets and expand our customer base, resulting in a 30% increase in sales revenue within the first year.
- Prospected and acquired new clients through proactive outreach, cold calling, and networking, securing contracts with prominent local businesses.
- Identified and forged strategic partnerships with complementary businesses, such as e-commerce platforms and manufacturers, to cross-promote services and generate referral business, thus increasing inbound leads.
- Conducted thorough market research and competitive analysis to identify emerging trends, assess market demand, and capitalize on untapped opportunities, driving informed decision-making and strategic planning.
- Provided leadership and guidance to the sales team, fostering a high-performance culture and promoting collaboration and teamwork, increasing sales team productivity.
- Prepared accurate sales forecasts and reports, analyzing sales data, trends, and performance metrics to identify areas for improvement and develop actionable insights for management.
Sales Representative
Sandstorm Kenya
Karen, Nairobi, Kenya
04.2018 - 12.2019
- Achieved monthly sales targets by actively promoting Sandstorm Kenya's products to potential customers through various channels, resulting in a 15% increase in revenue within the first four months.
- Represented Sandstorm Kenya at trade shows, exhibitions, and corporate events, showcasing products, building brand awareness, and fostering partnerships with key stakeholders in the industry.
- Managed a portfolio of existing clients, addressing inquiries, resolving complaints, and ensuring high levels of customer satisfaction.
- Conducted regular follow-ups with clients to gather feedback on product quality and service delivery, implementing improvements based on customer suggestions, and enhancing brand reputation.
- Maintained up-to-date knowledge of Sandstorm Kenya's product offerings, features, and benefits, providing expert advice and recommendations to customers, leading to a significant increase in cross-selling and upselling opportunities.
- Conducted product training sessions for new hires and conducted refresher training for existing team members, ensuring a high level of product expertise across the sales and customer service teams.
Education
Bachelor of Business Administration - Economics
The Presbyterian University of East Africa
Skills
- CRM software expertise
- Conflict Resolution
- Strategic thinking
- Salesforce CRM
- Problem-solving
- Communication
- Client retention
- Negotiation
- Leadership
- Teamwork
- Customer relationship management
- Sales process optimization
- Relationship Management
- Inventory management
- KPI and SOP monitoring
- Database management
- Project Management
- Risk Assessment
Languages
English
Fluent
Swahili
Native
Timeline
Sales and Marketing Officer
Icon Fiber Solutions Limited
10.2024 - 01.2025
Sales Operations Coordinator
Kim-Fay East Africa Limited
07.2023 - 01.2024
Account Manager
Nala Logistics
05.2020 - 04.2023
Sales Representative
Sandstorm Kenya
04.2018 - 12.2019
Bachelor of Business Administration - Economics
The Presbyterian University of East Africa
Similar Profiles
SAI REKHA PRAVALLIKA SAPPARAPUSAI REKHA PRAVALLIKA SAPPARAPU
Telecommunications Assistant Manager (Technical) at Telangana Fiber Grid Corporation LimitedTelecommunications Assistant Manager (Technical) at Telangana Fiber Grid Corporation Limited
TUMMALAPALLI VENKATA SRINUTUMMALAPALLI VENKATA SRINU
Assistant Manager (Technology Operations) at Andhra Pradesh State Fiber Net Limited (APSFL)Assistant Manager (Technology Operations) at Andhra Pradesh State Fiber Net Limited (APSFL)
Timothy TurnerTimothy Turner
Fiber Optic Splicer at F1 Fiber SolutionsFiber Optic Splicer at F1 Fiber Solutions