WAIRIMU JULIE ANN
CUSTOMER EXPERIENCE EXECUTIVE
NAIROBI,KENYA
Summary
Dedicated customer experience professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
CUSTOMER EXPERIENCE TEAMLEADER
Telkom Kenya Limited
01.2018 - Current
Key Responsibilities:
- Managing team of 5 members having attained the highest record of sales for 3 consecutive years
- Executing sales goals promoting 25% growth in targets set monthly.
- Planning on marketing activities to bridge the sales gap that eventually bring growth of 60% quarterly
- Conducting workload assessments leading to 30%increase in productivity
- Monitoring company inventory to keep stock levels and databases updated.
- Developing and implementing performance improvement strategies and plans to promote continuous improvement.
- Leading projects and analyzing data to identify opportunities for improvement.
- Increasing customer satisfaction by resolving issues swiftly.
- Updating MTD (Month to Date) performance dashboard.
ASSISTANT HEAD CASHIER
Telkom Kenya Limited
01.2017 - 01.2018
- Operated POS handling over 100 transactions daily made via cash, card and check transactions to complete customer purchases.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Ensured all merchandise is well displayed.
- Helping customers complete purchases, locate items and join reward programs.
- Handled customer complaints by answering questions concerning store policies gaining an average customer satisfaction rating of over 7/10.
- Trained new cashier team members in customer service and money handling processes.
- Responsible for opening and closing the retail shop
- Worked with other associates to support cashiers and management needs.
Direct Sales Agent
Telkom Kenya Limited
01.2015 - 01.2018
- Negotiated all sales contracts with potential clients
- Generated sales leads and doing follow ups with prospective customers leading to growth in revenue by 85% every quarterly
- Developed sales pitches to upsell Telkom products and services based on research of consumer buying trends and market conditions.
- Met customer needs by servicing and maintaining existing accounts.
- Conducted customer visits in homes and businesses to discuss and demonstrate products.
- Managed all field sales and service promotions for corporate business.
- Achieved aggressive monthly quota of ksh 400000 airtime revenue income consistently.
- Provided expert identification of key territory sales business needs.
- Contributed to event marketing, sales and brand promotion.
Education
BA - Diplomacy and International Relations
The University of Nairobi
Nairobi Campus 01.2011 - 01.2014
Training - First Aid And Marshal Training
INDUTRIALIZED SPECIALIST SYSTEM
Nairobi 05.2022 - 05.2022
Skills
Customer experience management
Customer experience analysis
Leadership experience
Management experience
Customer needs
Certification
Product knowledge. Positive attitude. Decision making. Patience. Clear communication skills. Learning. Professional. Team leadership. Attention to detail. Empathy. Calm.
Affiliations
Self-motivated and enthusiastic customer experience executive with proven skills in teamwork, good research and communication skills. Armed with keen organizational skills that allow outstanding service. With a strong business acumen, maintaining highest level of integrity without compromising the reputation of the organization. Renowned as a dedicated, driven and versatile problem solver capable of keeping calm during transformational situations.
Referrees
Available upon request.
Timeline
Training - First Aid And Marshal Training
INDUTRIALIZED SPECIALIST SYSTEM
05.2022 - 05.2022
CUSTOMER EXPERIENCE TEAMLEADER
Telkom Kenya Limited
01.2018 - Current
ASSISTANT HEAD CASHIER
Telkom Kenya Limited
01.2017 - 01.2018
Direct Sales Agent
Telkom Kenya Limited
01.2015 - 01.2018
BA - Diplomacy and International Relations
The University of Nairobi
01.2011 - 01.2014