RISPAH KHASANDI
Customer Service Specialist
Nairobi, Nairobi Province
Work Preference
Summary
Dynamic customer service and sales-support professional with strong experience in leading teams, driving performance, and enhancing customer engagement within fast-paced e-commerce environments. Skilled in mentoring agents, managing escalations, and supporting sales conversion through effective communication and problem-solving. A quick learner with strong behavioral and analytical skills, consistently delivering outstanding customer experiences and contributing to improved retention and sales outcomes. Energetic, proactive, and goal-oriented, with natural sales abilities and a passion for developing high-performing teams.
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Supervisor
Jumia Kenya/Uganda
10.2023 - Current
- Conducting regular coaching sessions, provide continuous feedback, and support new team members through onboarding, training, and integration until they reach required performance levels.
- Optimize processes by identifying new sales opportunities, ensuring correct usage of tools and platforms, collaborating with other departments, and providing strategic leads to strengthen sales efforts.
- Monitoring team performance by tracking daily KPIs, ensuring both individual and team targets are met, and addressing any performance gaps with timely corrective actions.
- Responsible for preparing weekly and monthly reports, maintaining daily attendance and activity logs, and acting as a liaison between the SDR and BDR teams.
Sales Agent/Customer Service
Jumia Kenya
08.2022 - 09.2023
- Prospecting and lead generation, developing customer relationships, presenting and selling products, negotiating contracts, and managing post-sale follow-up.
- Verifying customers’ orders to ensure that the self-order placement by customers has a correct delivery address and also ensure customers receive the correct item enhancing customer trust.
- Making outbound calls to customers stuck with order placement to offer further assistance.
- Creating returns for customers in case of issues encountered after the sales concerning the delivered items from our Jumia website.
Call Centre Agent
Infotrak Kenya
02.2022 - 05.2022
- Receiving Inbound calls and giving feedback to our able clients thus ensuring that the customers are satisfied hence ensuring customer retention is attained.
- Making outbound calls when researching different issues, therefore, ensuring accurate feedback from our loyal customers hence improving the company’s accuracy.
- Data entry into the system, therefore, increases the accuracy of the organization’s research policies hence attaining smoother operations.
- (part-time)
Inventory Assistant
Museum Heritage Restaurant
02.2021 - 07.2021
- I kept inventory records within the restaurant, ensured no damages were encountered, and reported missing items in consultation with my seniors.
- Correctly orders taken professionally ensured met the hotel’s standards and operations procedures boosting efficiency.
- Dispatched orders by marking items as dispatched, changed the order status as fulfilled, and created a delivery note, attaining smoother operations and reliable customer satisfaction.
- Assisted the purchasing manager in ensuring the company made wise purchases of goods and services to use which drove efficiency.
Office Assistant
Fogo Brazilian Restaurant
06.2017 - 12.2020
- Received orders and made bills from the customers and ensured they were served in a good manner and got the best services which developed repeat business.
- Worked as a team leader to motivate, inspire and guide the teams that cultivated retention and productivity.
- I assisted with any office-related duties called upon which launched excellent customer service from the office of our Managing Director and increased my social skills like relationship management.
- Offered customer service to clients who were facing difficulty and answered any related queries promptly which collaborated in giving positive feedback and reviews hence increasing company productivity.
- Managed records by providing support openness and transparency hence evidence of work activities that boosted the business.
Sales Merchandiser
Highlands Company Limited
06.2016 - 02.2017
- Received and processed orders that helped check stock availability and track order delivery with accuracy and reliability hence increasing customer satisfaction which led to more sales.
- Worked by coordinating with other colleagues to ensure the items ordered were accurate and reached the required stores hence creating a good customer experience.
- Kept records and reports on the ground concerning the newly introduced products and monitored the progress of the item and business, it, therefore, helped in preparing accurate financial statements in the manager’s office.
- Explained the customer benefits of choosing products from our company and educated them on where and how to locate them for online orders which increased sales volume.
- Always kept the customer area clean and neat, organized product displays and signage that helped in product advertisement to entice clients to do business with the company hence increasing sales.
Education
Kenya Certificate of Secondary Education -
Tigoi Girls High School
11.2015
Skills
Leadership & Team Coaching
Analytical problem-solving
Management
Customer relationship management
Workflow optimization
KPI tracking
Multitasking Abilities
Teamwork and collaboration
Customer service
Accomplishments
- Exceeded ABC Company’s sales goals by 100% by providing proactive and effective customer service.
- Resolved customers’ complaints by identifying the root causes of problems and taking appropriate corrective action, increasing the client retention ratio by 50%
- Demonstrated professional etiquette and manners, improving positive feedback and 5-star ratings by 100%.
- Increased sales by improving lead generation and sales-tracking methods.
- Resolved an average of 50 inquiries per day.
- Consistently met performance milestones in speed, accuracy, and volume
Certification
Generation Programme Kenya January 2022 - February 2022
Interests
Team sports, Volunteering
References
- Beverlyn, Lubaga, Customer Experience Manager, beverly.lubaga@jumia.com, 0725419469, Jumia Kenya
- James, O. Njaya, Coach, james@generation.org, 0738413343, Generation Programme Kenya
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Upper intermediate (B2)
Software
CRM systems, ticketing tools, and Microsoft Office (Word, Excel, and Outlook)
Affiliations
- I do not have any formal professional affiliations at the moment, but I actively engage in teamwork, workplace initiatives, and continuous learning to improve my skills.
Timeline
Supervisor
Jumia Kenya/Uganda
10.2023 - Current
Sales Agent/Customer Service
Jumia Kenya
08.2022 - 09.2023
Call Centre Agent
Infotrak Kenya
02.2022 - 05.2022
Inventory Assistant
Museum Heritage Restaurant
02.2021 - 07.2021
Office Assistant
Fogo Brazilian Restaurant
06.2017 - 12.2020
Sales Merchandiser
Highlands Company Limited
06.2016 - 02.2017
Kenya Certificate of Secondary Education -
Tigoi Girls High School