TIETIE JEMIMA SALOME
CUSTOMER SUPPORT AND TRAINING
Nairobi
Summary
I am a result oriented individual with primary interest in developing in a field that will prove to build and challenge my educational expertise and experiences I have gained working in the both education and sales and marketing fields. Having worked as a regional trainer at Azuri technologies Kenya and a Assistant Team Leader at Market Dimension, I coordinated teams on sales, prepared reports, monitored team performance and engineered ways of improving sales and ensuring individual growth within the team. I have also worked as a sales representative at Advan Mobile company(Oppo Kenya) where I gained skills on direct product sales, customer approach development and product security and marketing. My experiences as an Intern at Webuye D.E.B. secondary school expanded my team player, individual and group management as well as interpersonal skills. I am a creative problem solver and team player with the drive to succeed and attention to detail. Team Work is my great Slogan.
Offering strong desire to learn and excel in customer service environments. Brings ability to quickly grasp new concepts and apply effective communication and problem-solving skills. Ready to use and develop interpersonal and technical abilities in Customer Success role.
Overview
9
9
years of professional experience
13
13
years of post-secondary education
Work History
Customer Service Executive
FINSPRINT KENYA
10.2021 - 01.2025
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
Assistant Team leader
MARKET DIMENSION LIMITED
02.2018 - 04.2021
- Coordinating a team on sales and company weekly targets
- Participating in team training on brand improvement strategies
- Direct product sales at the company's outlet
- Coordinating product after-sale services such as repairs, warranty and customer feedback
- Generating and coordinating strategies aimed at product marketing and customer building and retention
- Preparing daily and weekly reports
- Monitoring, mentoring and improving team-individual performance
Regional Trainer
AZURI TECHNOLOGIES KENYA
04.2020 - 09.2020
- Conduct Trainings in my region in accordance to the months Plan
- Accompany Agents to the field on a daily basis to make sure the classroom trained concepts are well understood and fully accomplished
- Sales target and ensuring the agents trained are followed up on OOC management Ensuring agents hit the targets for that specific week
- Coordinating and ensuring agents have stock through Team Leaders
- Contributed to company growth by supporting the onboarding process for new hires through effective regional training programs.
- Provided ongoing support to employees post-training session completion through follow-up communications and resources designed to reinforce learned concepts.
- Implemented a system for tracking training participation and completion rates across the region to help identify areas requiring additional focus or resources.
- Delivered high-quality training sessions, ensuring all participants acquired necessary skills and knowledge for their roles.
- Evaluated current industry trends and best practices, incorporating this knowledge into program offerings to ensure relevancy and maximum impact on participants.
- Served as a mentor to new trainers joining the team, providing guidance and support in their professional development journey.
- Achieved consistent positive feedback from trainees by utilizing interactive learning techniques during sessions.
- Implemented advanced learning technologies into regional training sessions, allowing for more efficient delivery methods and increased participant comprehension rates.
- Reduced employee turnover rates by designing targeted skill-building workshops addressing identified gaps among staff members.
- Increased trainee satisfaction through the development of comprehensive assessment tools that tracked progress and provided tailored feedback.
- Promoted a positive learning environment by fostering open communication between trainers, participants, and management teams throughout all phases of the program''s implementation process.
- Maximized participant engagement by incorporating real-life scenarios into training materials and exercises.
- Streamlined training processes for increased efficiency by collaborating with management to identify areas of improvement.
- Enhanced trainee retention by developing and implementing engaging regional training modules.
- Conducted regular assessments of participant progress throughout each course offering, identifying any areas requiring additional attention or intervention.
- Collaborated with subject matter experts to develop customized, role-specific curriculum for various departments within the region.
- Delivered training to over 200 staff members and quality assurance teams while managing employees to maximize performance.
- Provided coaching and mentoring to employees.
Brand Ambassador
ADVAN MOBILE COMPANY (OPPOKENYA)
07.2017 - 02.2018
- Direct sales at the company's outlet
- Preparing and submitting daily reports on sales
- Participating in company's training and team building activities
- Receiving customer feedback on products
SET (Support Electrol Trainers)
IEBC (Independent Electoral Board Commission)
03.2017 - 04.2017
- Facilitate Training of the POs, DPOs, Clerks
- Support Staff to the RO and the DRO
- Monitor clerk participation
- Ensure proper documentation and reporting of the voting center
- Collaborated with subject matter experts to create accurate training content.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
- Boosted training session effectiveness with integration of multimedia tools.
- Promoted culture of continuous improvement by initiating regular training feedback loops.
- Developed job-specific competencies and performance standards.
Health Director
Moi University Student organization
09.2015 - 09.2016
- Coordinated with different health stake holders to refurbish Dispensary
- Championed environmental activities (Cleaning, Tree Planting)
- Organizing Health Awareness activities (Cancer)
Intern teacher
WEBUYE D.E.B SECONDARY SCHOOL
01.2016 - 04.2016
- Coordinate day to day activities in school (teaching Kiswahili/Cre)
- Co-ordinate debate and public speaking activities
- Effectively managed classroom behavior, addressing issues promptly and consistently enforcing expectations.
- Strengthened relationships between the school and community through involvement in extracurricular programs and events.
- Enhanced student understanding of complex topics by utilizing visual aids and hands-on experiences.
- Supported struggling students with targeted interventions, leading to increased academic achievement in challenging areas.
- Built a positive, inclusive classroom environment to foster open dialogue and mutual respect among students.
- Improved overall class performance by implementing tailored teaching strategies for diverse learning styles.
- Streamlined grading process by using rubrics and other assessment tools to evaluate student work objectively.
- Monitored classrooms for safety and good behavior, offering students positive reinforcement to maintain discipline.
- Monitored student progress to provide feedback on assignments and guidance on areas requiring improvement.
- Developed lesson plans that incorporated mandated topics and included immersive activities for student engagement.
- Facilitated small group activities and one-on-one instruction to meet individual student needs.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Adapted teaching methods and materials to meet students' varying needs.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Evaluated students' understanding of course material through examinations and in-depth essay writing.
- Boosted cultural awareness by incorporating children's literature from world cultures.
Education
Bachelor - Education Arts
Moi University
01.2013 - 01.2016
Kenya certificate of secondary education -
Keveye Girls' High School
01.2010 - 01.2013
Kenya Certificate of primary education - undefined
Mbaga Girl's Primary School
01.2001 - 01.2008
Skills
Excellent presentation and communication skills
Timeline
Customer Service Executive
FINSPRINT KENYA
10.2021 - 01.2025
Regional Trainer
AZURI TECHNOLOGIES KENYA
04.2020 - 09.2020
Assistant Team leader
MARKET DIMENSION LIMITED
02.2018 - 04.2021
Brand Ambassador
ADVAN MOBILE COMPANY (OPPOKENYA)
07.2017 - 02.2018
SET (Support Electrol Trainers)
IEBC (Independent Electoral Board Commission)
03.2017 - 04.2017
Intern teacher
WEBUYE D.E.B SECONDARY SCHOOL
01.2016 - 04.2016
Health Director
Moi University Student organization
09.2015 - 09.2016
Bachelor - Education Arts
Moi University
01.2013 - 01.2016
Kenya certificate of secondary education -
Keveye Girls' High School
01.2010 - 01.2013
Kenya Certificate of primary education - undefined
Mbaga Girl's Primary School
01.2001 - 01.2008
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