Phillys Odek
Customer Service Executive
Nairobi,Nairobi
Summary
Hard-driving business leader offering skill in strategic business planning and team development. Skillfully recruit and train employees at all levels to meet customer and business demands. Articulate, forward-thinking and resourceful in meeting unique needs. Talented Owner with excellent marketing, customer service and facility oversight skills and more than 5 years of experience. Highly effective and comfortable working with people at all levels in the organization. Results-driven with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
11
11
years of professional experience
12
12
years of post-secondary education
1
1
Language
Work History
Owner/Baker/Managing Director
Classy cakes and pastries
Nairobi, Kenya
07.2017 - Current
- Purchase all equipment and ingredients needed for business
- Take orders from customers,record order and,plan and schedule deliveries
- Bake cakes and pastries on order for clients
- Book for wedding cake orders, tasting and viewing of wedding cakes
- Decorate and design cakes with unique designs to customers satisfaction
- Take corporate orders and deliver as planned and agreed on by company
- Offer after sales service to customers to get their reviews on delivered baked products
- Attend baking forums,classes and competitions to better skills to give world class quality
- Create new recipes and designs to go with trends in the industries
- Create promotions,discounts and offers to boost sales
- Market brand/bakery in all social media platforms.
- Founded and managed baking business, growing revenue to 200,000 in first year
- Managed day-to-day business operations
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Reconciled daily sales, returns and financial reports in QuickBooks
- Established, optimized and enforced business policies to maintain consistency and high-quality standards across industry operations
- Discovered areas of improvement by generating quarterly operational and sales reports
- Developed key operational initiatives to drive and maintain substantial business growth
- Optimized team hiring, training and performance
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs
- Trained and developed team members to build human capital
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory
- Consulted with customers to assess needs and propose optimal solutions
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance
- Created and monitored promotional approaches to increase sales and profit levels
- Devised processes to boost long-term business success and increase profit levels
- Cultivated forward-thinking, inclusive and performance-oriented business culture to lead industry in innovation and push progress
- Reduced personnel turnover and promoted employee development by recruiting team-oriented candidates and implementing new training practices
- Maintained up-to-date administrative records to monitor operational conditions
- Trained and motivated employees to perform daily business functions
- Generated revenues yearly and effectively capitalized on industry growth
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues
- Conducted target market research to scope out industry competition and identify advantageous trends
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems
- Set, enforced and optimized internal policies to maintain responsiveness to demands
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends
- Aligned branding initiatives and sales strategies with client goals
Sole Proprietor
Classy elegance kenya
Nairobi, Kenya
10.2015 - 06.2017
- Sourcing goods at wholesale price
- Marketing and selling goods to clients online
- Delivering goods to clients both at home and in their offices
- Receiving and banking cash by end of day.
- Reinvesting back to business by buying more goods.
- Devised processes to boost long-term business success and increase profit levels
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Kept all building areas and equipment functional and well-organized to promote business performance
- Established, optimized and enforced business policies to maintain consistency and high-quality standards across industry operations
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Used business software packages to maintain files and administrative records
- Achieved financial savings through powerful cost reduction strategies.
- Set, enforced and optimized internal policies to maintain responsiveness to demands
- Studied market to determine optimal pricing of goods and services and to capitalize on emerging opportunities
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives
- Input income and expense details into database to track business finances and address variances
- Consulted with customers to assess needs and propose optimal solutions
- Optimized team hiring, training and performance
Receptionist/Telephone Operator
Kenafric Industries Limited
Nairobi, Kenya
02.2012 - 07.2012
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Data entry of cheques that have been processed for bank deposit and for cheques delivered for accounts office.
- Sending and receiving parcels.
- Managed multiple tasks and met time-sensitive deadlines.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Responded to inquiries from callers seeking information.
- Supported various administrative duties by proofreading, transcribing and invoicing.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Resolved customer problems and complaints.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Received and routed business correspondence to correct departments and staff members.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments
Sales Representative
Fones Direct Limited
Nairobi, Kenya
11.2010 - 01.2012
- Achieved monthly sales goals of 20M by promoting product benefits and enrolling new clients.
- Executed direct sales from manufacturers to customers to improve profitability within retail environment.
- Organized sales paperwork, end of day reports ,stock taking and monthly sales reports.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Determined problem areas and resolved issues related to profitability and business objective achievement.
- Increased sales by offering advice on purchases and promoting additional products.
- Created strategies to develop and expand sales of services to existing customer which resulted in significant increase in annual revenue.
- Enhanced marketing and sales strategies to increase profitability and develop organizational pipeline.
- Minimized process lags through strategic sourcing and customer expectation management.
- Effectively sold significant overstock of inventory, reducing overhead and improving cash flow.
- Surpassed sales objectives several consecutive years by cultivating productive client partnerships.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Brought Customer Satisfaction Index levels from unsatisfactory to levels acceptable to manufacturer.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations
- Increased sales by offering advice on purchases and promoting additional products.
- Trained and mentored new sales representatives.
- Expanded customer base and boosted profit within product line.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Executed direct sales from manufacturers to customers to improve profitability within retail environment.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Cold-called leads and closed large number of new sales over several months.
- Minimized process lags through strategic sourcing and customer expectation management.
Supervisor
Maguna
Nairobi, Kenya
05.2008 - 08.2010
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Identified individual employee's unique work styles and adapted management methods.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Evaluated employee performance and coached and trained to improve weak areas.
- Consistently met quarterly sales goals and increased customer retention rate.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Worked with management team to implement proper division of responsibilities.
- Provided supportive link between external customers and internal operations.
- Maintained compliance with company policies, objectives and communication goals.
- Managed over 30 staff members and adjusted job assignments and schedules to keep pace with dynamic business needs, employee knowledge and customer demands.
Waitress
Melrose Villa Restaurant
Nairobi, Kenya
05.2007 - 04.2008
- Pleasant and cheerful contact with customers.
- Integrity and decency in personal conduct.
- Serving customers delicious Kenyan cuisines.
- Maintaining proper utilization of hotel property avoiding wastage and misuse
- Keeping everything to customer and health standard and satisfaction.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Prepared specialty desserts for customers for special occasions..
- Inspected dishes and utensils for cleanliness.
- Used cash registers and credit card machines to cash out customers.
- Greeted new customers, discussed specials and took drink orders.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Managed over 50 customers per day.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Inspected dishes and utensils for cleanliness.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enlisted coworkers' assistance for multi-order delivery to avoid spilling or dropping food.
Corporate Sales Agent
Smart group, airtel Kenya
Nairobi, Kenya
01.2007 - 04.2007
- To provide seamless meet and greet service to customers through direct sales
- Market post-paid services to corporate clients in their offices/business premises
- Deliver modems and phones of services rendered
- Maintain tidiness and discipline of fellow corporate sales agents.
- Managed team of 25 employees, training, and professional growth of employees
- Delivered corporate post-paid lines and modems to customer locations within specific timeframes.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Prepared variety of different written communications, reports and documents to ensure smooth operations.
Education
Some College (No Degree) - Business Management ABE
Zetech University
Nairobi ,Kenya 01.2014 - 01.2015
High School Diploma -
Kenya Muslim Academy (K.C.S.E)
Nairobi ,Kenya 01.2002 - 01.2005
GED -
Kenyatta University Primary School (K.C.P.E)
Nairobi ,Kenya 01.1992 - 01.2000
Skills
Dependable and Responsible
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Owner/Baker/Managing Director
Classy cakes and pastries
07.2017 - Current
Sole Proprietor
Classy elegance kenya
10.2015 - 06.2017
Some College (No Degree) - Business Management ABE
Zetech University
01.2014 - 01.2015
Receptionist/Telephone Operator
Kenafric Industries Limited
02.2012 - 07.2012
Sales Representative
Fones Direct Limited
11.2010 - 01.2012
Supervisor
Maguna
05.2008 - 08.2010
Waitress
Melrose Villa Restaurant
05.2007 - 04.2008
Corporate Sales Agent
Smart group, airtel Kenya
01.2007 - 04.2007
High School Diploma -
Kenya Muslim Academy (K.C.S.E)
01.2002 - 01.2005
GED -
Kenyatta University Primary School (K.C.P.E)
01.1992 - 01.2000
Similar Profiles
CHASSIDY WILLIAMSCHASSIDY WILLIAMS
Baker at Kaboom Cakes And PastriesBaker at Kaboom Cakes And Pastries
INNOCENT OKOEKHIANINNOCENT OKOEKHIAN
Production / Relief Decorating Mixer at Rima Cakes & PastriesProduction / Relief Decorating Mixer at Rima Cakes & Pastries
Dylan MichelsonDylan Michelson
FOH/BOH Team Member at Deluxe Cakes and Pastries (Jamie Powers)FOH/BOH Team Member at Deluxe Cakes and Pastries (Jamie Powers)