Sophia Nyandika
Sales And Marketing
Nairobi
Summary
Results-oriented sales and customer experience executive with over six (6) years of demonstrated ability to deliver results. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals. I have retained top Telesales Performance and provision of excellent customer experience to Safaricom and Multichoice clients from July 2019 to date.
Overview
18
18
years of professional experience
2012
2012
years of post-secondary education
2
2
Languages
Work History
TeleSales & Customer Experience (CX) Executive
Multichoice (Top Image Africa (TIA) Project)
06.2020 - Current
- Responsible for sales of Multichoice products including DStv, online streaming, Showmax, GoTV, and various accessories
- Contact potential clients through calls to market company products
- Maintain excellent customer experience and conduct appropriate follow ups
- Resolve customer questions effectively using phone, email, live chat, and in-person methods
- Present available products to clients giving concise overview of product features, associated benefits and prices
- Assess customer needs deliver tailored solutions
- Offer recommendations to clients on the most appropriate product to meet their requirements/needs
- Negotiate and close the sale
- Collaborate with customer service teams to offer after sales support to customers
- Document the sales, issues raised by customers, and other essential paperwork
- Analyse, prepare and submit daily and weekly customer experience and sales report to TIA project management
- Escalate customer feedback to appropriate departments
- Disseminated information regarding products and services
- Troubleshooted technical issues to improve system efficiency
- Enhance customer engagement by optimizing TV experience
Sales & Customer Care Specialist
Safaricom (Top Image Africa (TIA) Project)
06.2019 - 03.2020
- Responsible for sales and marketing of Safaricom's Bingwa Sokoni and Karibu Post Pay products
- Contact potential clients through calls to market targeted products
- Provide clients with comprehensive overviews of product offerings
- Negotiate and finalize sales agreements
- Take the customers through procedure to register the product
- Collaborate with customer service teams to provide after-sales support
- Record sales and customer issues
- Maintenance of customer database
- Analyze and prepared daily and weekly customer experience reports
Teacher
Teachers Service Commission (TSC)
05.2017 - 05.2019
- Responsible for preparation of classroom instructional materials (schemes of work and lesson plan) and delivery of curriculum through teaching
- Preparing teaching material for presentations
- Develop weekly lesson plans in accordance with the school curriculum
- Handle daily classroom set up observing pupil’s behavior and progress
- Supervision/invigilation of examinations
- Mark, grade tests and conducting progress reports
- Participate in departmental meetings aimed at sharing experiences and building interdisciplinary collaboration
- Enforcing rules and disciplinary action as a class teacher and when on overall duty
- Liaise closely with other teaching staff to ensure quality teaching for Kiswahili and Religious studies subjects
- Responsible for class educational trips
- Completing parent and student counseling
- Ensure that there is an effective assessment, recording and reporting system of pupil progress
- Promote the aims of the school through implementation of the policies
- Assist in co-curricular activities including music and hockey
Home-based Coach
05.2014 - 05.2017
- Coaching and conducting remedial lessons for Primary and High School students in Kiswahili
Teacher
Uthiru Girls Secondary School
08.2013 - 08.2014
- Company Overview: Kiambu
- Teaching subjects Kiswahili and CRE
- Responsible for preparation of classroom instructional materials (schemes of work and lesson plan) and delivery of curriculum through teaching
- Preparing teaching material for presentations
- Supervision/invigilation of examinations
- Mark, grade tests and conducting progress reports
- Participate in departmental meetings aimed at sharing experiences and building interdisciplinary collaboration
- Enforcing rules and disciplinary action as a class teacher and when on overall duty
- Responsible for class educational trips
- Ensure that there is an effective assessment, recording and reporting
- Kiambu
Teacher
Life Spring Christian Academy
01.2013 - 07.2013
- Company Overview: Nairobi
- Teaching subjects Kiswahili and CRE
- Nairobi
Teacher (Teaching Practice)
Langata Barracks Secondary School
05.2011 - 08.2011
- Company Overview: Nairobi
- Teaching subjects Kiswahili and CRE
- Nairobi
Teacher
Montessori Academy
09.2006 - 04.2007
- Company Overview: Kisii
- Teaching subjects Kiswahili, CRE, and Mathematics
- Kisii
Education
B. ED - Arts
Catholic University of Eastern Africa
Kenya Certificate of Secondary Education - undefined
St. Teresa Gekano Girls High School
Skills
Lead Prospecting
Customer relations
Team player
Administrative skills
Problem resolution
Customer retention
Interpersonal skills
Customer-oriented
Sales analysis
Analytical skills
Customer Support
Sales Reporting
Personal Information
- Gender: Female
- Nationality: Kenyan
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, and accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Additional Information
R E F E R E N C E S
Victor Otieno
Human Resource Manager
Top Image Africa
Lydia Kerama
Customer Experience Analyst – CX & Care
Multichoice Kenya
Teddy Nyandigisi
Regional Sales Manager – East Africa |
Canal + International
Timeline
TeleSales & Customer Experience (CX) Executive
Multichoice (Top Image Africa (TIA) Project)
06.2020 - Current
Sales & Customer Care Specialist
Safaricom (Top Image Africa (TIA) Project)
06.2019 - 03.2020
Teacher
Teachers Service Commission (TSC)
05.2017 - 05.2019
Home-based Coach
05.2014 - 05.2017
Teacher
Uthiru Girls Secondary School
08.2013 - 08.2014
Teacher
Life Spring Christian Academy
01.2013 - 07.2013
Teacher (Teaching Practice)
Langata Barracks Secondary School
05.2011 - 08.2011
Teacher
Montessori Academy
09.2006 - 04.2007
Kenya Certificate of Secondary Education - undefined
St. Teresa Gekano Girls High School
B. ED - Arts
Catholic University of Eastern Africa