Richard Ojiambo
Mombasa
Summary
Highly motivated and results-driven Customer Service and Sales professional with4 years of experience in inbound sales, customer service, and team leadership. Proven track record of thriving in dynamic environments, consistently meeting KPIs and deadlines. Adept at managing a diverse range of products (1,000+), with a passion for continuous improvement and achieving high-performance goals. Strong communicator with native-level fluency in English, experienced in working with large corporations and delivering professional, customer-focused service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service and Sales Supervisor
Avaya
01.2022 - Current
- - Supervise a team of10+ customer service representatives, ensuring top-tier service delivery and adherence to KPIs in a fast-paced, high-volume product environment
- - Lead inbound sales efforts, guiding customers through product selection and upselling additional offerings, resulting in a15% increase in sales revenue
- - Implement process improvements that reduced response time by20%, directly enhancing customer satisfaction and retention
- - Train and mentor new hires to enhance their product knowledge and customer interaction skills
- - Handle escalated customer inquiries and resolve complex issues efficiently, maintaining customer trust and satisfaction
- - Consistently meet and exceed departmental targets, contributing to team-wide success
Customer Service Representative
Bayt
06.2020 - 12.2021
- - Provided exceptional customer service for inbound calls, addressing product inquiries, issues, and complaints with professionalism
- - Managed an extensive product catalog (over1,000 SKUs), ensuring accurate order processing and troubleshooting
- - Contributed to sales targets by identifying upsell opportunities and driving additional revenue streams
- - Assisted in process improvements that enhanced team productivity by10%, ensuring seamless customer interactions
- - Built strong, long-term customer relationships, maintaining high satisfaction and retention rates
- - Worked closely with cross-functional teams to ensure product availability, timely deliveries, and customer needs were consistently met
Sales Associate
Safaricom
05.2019 - 05.2020
- - Assisted customers in selecting products, answering questions, and providing recommendations based on their needs
- - Managed customer orders, ensuring timely follow-ups and resolving any issues or concerns
- - Played an active role in maintaining a clean, organized store environment, contributing to a positive shopping experience
- - Met and exceeded individual sales targets through effective product knowledge and relationship-building skills
Education
Bachelor of Arts - Business Administration
University of Texas
dallas, Texas05.2018
Skills
- - Inbound Sales & Customer Service
- - Team Leadership & Supervision
- - Performance Metrics & KPIs
- - High-Volume Product Management
- - Continuous Improvement & Process Optimization
- - Strong Communication (Written & Verbal)
- - Conflict Resolution & Customer Retention
- - Fast-Paced Environment Adaptability
- - CRM Tools & Sales Tracking Systems
- - Problem Solving & Solution-Oriented Mindset
Certification
- - Customer Service Excellence (Coursera,2021)
- - Sales Leadership Certification (Salesforce,2022)
Languages
English
Advanced (C1)
French
Upper intermediate (B2)
ADDITIONAL INFORMATION
- - Available for relocation or remote work
- - Proficient in CRM platforms, Microsoft Office, and other sales tools
- - Strong organizational and multitasking abilities
Timeline
Customer Service and Sales Supervisor
Avaya
01.2022 - Current
Customer Service Representative
Bayt
06.2020 - 12.2021
Sales Associate
Safaricom
05.2019 - 05.2020
Bachelor of Arts - Business Administration
University of Texas
- - Customer Service Excellence (Coursera,2021)
- - Sales Leadership Certification (Salesforce,2022)
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