Summary
Overview
Work History
Education
Skills
Websites
Personal Traits
Personal Information
Certification
Timeline
Generic
Teddy Kyalo Muthengi

Teddy Kyalo Muthengi

Customer Service Specialist
Nairobi

Summary

To obtain a position in a vibrant organization that will enable me realize my full potential in Customer Acquisition and Management to guarantee return business. To improve on my current skills and knowledge on Sales & Marketing through further training and interaction with colleagues.

An ambitious, passionate sales and marketing professional, trained in Business Management/Accounting. An expert in developing and implementing successful aggressive marketing strategies; I too have good interpersonal skills and quick learning ability.

Goal-oriented individual versed in greeting high-volume of customers and recommending merchandise based on individual requirements. Skilled at creating displays to promote higher sales, completing cash register transactions and maintaining accurate records of all transactions.

Overview

11
11
years of professional experience
14
14
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Sales Manager

Furniture Store
Nairobi, Nairobi Province
03.2022 - Current
  • Built relationships with customers to encourage repeat business.
  • Solved customer challenges by offering relevant products and services.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.

Retention Team Leader

Zuku-Wananchi Group
06.2022 - 02.2023
  • Managing customer complaints/problems by taking ownership and assuring resolution in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs
  • Developing customer feedback tools to recognize customer needs, market dynamics and competitor activities to develop proactive mechanisms to meet these needs, maximize on opportunities and overcome challenges
  • Managing the Contact Center as key drivers of customer's experience with the brand
  • Provide a seamless, efficient one-stop-shop for customers
  • Working with field teams and business partners to extend customer management reach and to provide localized solutions and support to customers throughout the lifecycle
  • Assisting in the management and implementation of new products via advertising to existing customers and partners by use of the key modes of communication at the disposal of the Customer Experience Department
  • Present product, service quality, payment, service delivery challenges to stakeholders, and get their commitments to resolve the defects
  • Achieve budgeted retention KPI's (timely payment, NPD/Churn reversals, subscription revenue, paying base)

Retention Team Leader

Technobrain Bpo ITES Kenya Ltd
02.2022 - 05.2022
  • Company Overview: (Outsourced at Zuku-Wananchi Group)
  • Customer retention
  • Daily team briefings - advise on team performance as per shared by manager and set the pace for the day
  • Preparing and loading agent lead/work of the day
  • Agent management, agent discipline, optimal productivity, no system manipulation
  • Floor management; MBWA, handling agents' management, escalating to the Retention Manager
  • Sharing daily complaints to the Retention Manager on issues raised on the floor
  • Track Winback from contacted leads to be able to know the strengths and weaknesses of each individual
  • Preparing business cases
  • Identifying operational issues and suggesting possible improvements
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction
  • Managing winbacks for churned clients
  • (Outsourced at Zuku-Wananchi Group)

Team Lead

Technobrain Bpo ITES Kenya Ltd
06.2018 - 01.2022
  • Company Overview: (Outsourced at Zuku-Wananchi Group)
  • Leading a team of 6 supervisors and 135 agents
  • Frontline retention
  • Forecasting, planning and scheduling on agents needed against call center traffic
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies
  • Preparing reports, analyzing data and presenting it to Assistant Operation Manager (AOM)
  • Guiding agents regarding best practices or difficult calls
  • Identifying operational issues and suggesting possible improvements
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
  • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
  • Listening to calls, holding calibrations and briefings to ensure improve call quality and first call resolution
  • (Outsourced at Zuku-Wananchi Group)

Customer Service Representative

Technobrain Bpo ITES Kenya Ltd
06.2017 - 05.2018
  • Company Overview: (Outsourced at Zuku-Wananchi Group)
  • Receiving inbound calls and handling client's queries
  • Making outbound calls on both welcome and retention calls
  • Assisting customers to login and change their router settings
  • Assisting in outlook mail setup, router configurations
  • Managing winbacks for churned clients
  • Responding to billing & support mails and queries
  • (Outsourced at Zuku-Wananchi Group)

Marketing Officer

Mastermind Tobacco Ltd
01.2016 - 06.2017
  • Data analysis to identify trends that might lead to an increase in our client base within the region
  • Schedule meetings with existing and potential clients on areas of mutual benefits
  • Ensure a smooth flow in the supply chain within my area of operation to avoid delays and shortages
  • Manage relationships with merchants, vendors, stores and customers in general
  • Sales and deliveries report generation
  • Train new sales staff on marketing of mastermind products
  • Junior Staff supervision

Junior Sales and Marketing Officer

Mastermind Tobacco Ltd
11.2014 - 12.2015
  • In this position, I was involved in marketing and distribution of company products to clients in South Eastern Nairobi areas of Embakasi, Mlolongo, Athi River, Kitengela and Isinya
  • On occasion, I would perform the same outside these areas

Intern

Postbank Kenya Head Office
Nairobi, Kenya
01.2014 - 04.2014
  • Data Analysis with a bias towards Payroll and Pension data using tools such as Microsoft's Excel suit for members of staff in both Postal Commission of Kenya and the Postbank
  • Generation and presentation of highly summarized reports
  • Data entry
  • Helping in enforcing Corporation and Government policies

Education

Bachelors Business Management - Accounting

Moi University
Kenya
01.2011 - 01.2014

Kenya Certificate of Secondary Education -

Kalonzo High School
Nairobi, Nairobi Province, Kenya
01.2007 - 01.2010

Kenya Certificate of Primary Education -

Kwanganga Primary School
Nairobi, Nairobi Province, Kenya
01.2000 - 01.2006

Certified Public Accountants -

KASNEB
Nairobi, Nairobi Province, Kenya
01.2014 - 01.2016

Skills

  • Customer engagement

  • Financial ledger account management

  • Account administration

  • Accounts reconciliation and update

  • Taxation Accounting

  • Product sales

  • Customer service

  • Sales development

  • Customer needs assessment

  • Teamwork and collaboration

  • Listening skills

Personal Traits

  • An ambitious, passionate sales and marketing professional, trained in Business Management/Accounting.
  • An expert in developing and implementing successful aggressive marketing strategies.
  • Good interpersonal skills and quick learning ability.

Personal Information

  • Gender: Male
  • Nationality: Kenyan

Certification

Customer experience

Timeline

Retention Team Leader

Zuku-Wananchi Group
06.2022 - 02.2023

Sales Manager

Furniture Store
03.2022 - Current

Retention Team Leader

Technobrain Bpo ITES Kenya Ltd
02.2022 - 05.2022

Team Lead

Technobrain Bpo ITES Kenya Ltd
06.2018 - 01.2022

Customer Service Representative

Technobrain Bpo ITES Kenya Ltd
06.2017 - 05.2018

Marketing Officer

Mastermind Tobacco Ltd
01.2016 - 06.2017

Junior Sales and Marketing Officer

Mastermind Tobacco Ltd
11.2014 - 12.2015

Intern

Postbank Kenya Head Office
01.2014 - 04.2014

Certified Public Accountants -

KASNEB
01.2014 - 01.2016

Bachelors Business Management - Accounting

Moi University
01.2011 - 01.2014

Kenya Certificate of Secondary Education -

Kalonzo High School
01.2007 - 01.2010

Kenya Certificate of Primary Education -

Kwanganga Primary School
01.2000 - 01.2006
Teddy Kyalo MuthengiCustomer Service Specialist