Wendy Mbivya
Machakos
Summary
Experienced professional with 6 years of customer engagement and sales experience seeking a role as a Customer Service Sales Representative. Demonstrated success in resolving customer concerns, promoting products, and driving sales at Majorel 🇰🇪and Postbank 🇰🇪. Proficient in market research, team collaboration, and maintaining high levels of customer satisfaction. Highly skilled in oral and written communication, active listening, and analytical problem-solving. Committed to enhancing customer experiences through service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
MAJOREL KENYA, TELEPERFOMANCE
01.2022 - 01.2024
- Respond to customer inquiries in a timely and professional manner, via phone, email, and chat
- Troubleshoot customer issues and provide solutions
- Resolve customer complaints and disputes
- Follow up with customers to ensure satisfaction
- Maintain customer records and update customer profiles
- Monitor customer feedback and provide feedback to management
- Develop and implement customer service policies and procedures
- Train and mentor new customer service representatives
- Analyse customer service data to identify trends and areas for improvement
- Develop customer service strategies to improve customer satisfaction
- Monitor customer service performance metrics and report results to management
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Content Moderator
TRANSCOOPER TECHNOLOGY KE LIMITED
01.2022 - 09.2022
- Maintained compliance with industry standards and best practices through meticulous content moderation, ensuring alignment with company mission and brand identity
- Assessed and revised multimedia elements and textual content, enhancing relevance and appropriateness for targeted audience engagement
- Streamlined content categorization and optimized discoverability by effectively utilizing hashtags and excising extraneous material.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
Sales Executive
POSTBANK KENYA
01.2019 - 03.2022
- Present, promote and sell products/services using solid arguments to existing and prospective customers
- Perform costbenefit and needs analysis of existing/potential customers to meet their needs
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Establish, develop and maintain positive business and customer relationships
- Reach out to customer leads through cold calling
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Achieve agreed upon sales targets and outcomes within schedule
- Coordinate sales effort with team members and other departments
Trainee Dealer
Afro Luck Investment Limited
01.2019 - 08.2019
- Managed financial transactions for table games by opening and closing cash floats, exchanging cash for tokens, and ensuring adherence to betting limits, contributing to the integrity and fluidity of gaming operations
- Maintained the highest standards of game integrity by inspecting game equipment and applying game rules, ensuring a fair and enjoyable experience for patrons
- Delivered exceptional customer service by effectively communicating with the floor manager on customer issues and maintaining a dynamic gaming environment, enhancing player satisfaction and engagement.
Event Hostess
Jiji Ventures Event Company
01.2017 - 12.2018
- Managed attendee registration and identification, ensuring a streamlined check-in process and maintaining a secure and organized database for post-event analysis and feedback collection
- Facilitated event logistics, including venue preparation, seating arrangement, and emergency exit availability, to enhance guest comfort and safety
- Conducted post-event marketing surveys to gather client feedback, contributing to the continuous improvement of event offerings and customer satisfaction
- Calling on clients/customers/attendees to make sure they respond to their invitation given about the event which is to take place
- Giving more information to the client/attendees about the forum if necessary
- Getting responses from the clients for the organization for what the event/forum was like.
Sales Representative
Hashab Kenya Limited
01.2012 - 12.2012
- Engaged in active customer dialogue to articulate product features and benefits, addressing queries to foster client engagement and satisfaction
- Establish, develop and maintain positive business and customer relationships
- Reach out to customer leads through cold calling
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Achieve agreed upon sales targets and outcomes within schedule
- Coordinate sales effort with team members and other department;
Education
Certificate in Early Childhood Development -
African Institute of Research and Development Studies
Diploma - Marketing, advertising, and public relations
African Institute of Research and Development Studies
Certificate of Kenya Sign Language Interpreting -
St. Lawrence Secondary Girls
Kenya Sign Language Training Program -
Kenya Institute of Special Education
2010
Kenya Certificate of Primary -
Machakos Primary School
2006
Skills
- Effective communication
- Active listening
- Customer relationship management (CRM) software
- Sales proficiency
- Product knowledge
- Conflict resolution
- Empathy
- Time management
- Adaptability
- Persuasive speaking
- Email supporting
- Reviewing
- Business development and planning
- Sales strategy
- Cold-calling
- Sales Presentations
- Sales expertise
- Sales Planning
Certification
AJIRA DIGITAL KENYA 2024; certificate of accomplishment in Data entry, virtual assistance, digital marketing
Timeline
Customer Service Representative
MAJOREL KENYA, TELEPERFOMANCE
01.2022 - 01.2024
Content Moderator
TRANSCOOPER TECHNOLOGY KE LIMITED
01.2022 - 09.2022
Sales Executive
POSTBANK KENYA
01.2019 - 03.2022
Trainee Dealer
Afro Luck Investment Limited
01.2019 - 08.2019
Event Hostess
Jiji Ventures Event Company
01.2017 - 12.2018
Sales Representative
Hashab Kenya Limited
01.2012 - 12.2012
Certificate in Early Childhood Development -
African Institute of Research and Development Studies
Diploma - Marketing, advertising, and public relations
African Institute of Research and Development Studies
Certificate of Kenya Sign Language Interpreting -
St. Lawrence Secondary Girls
Kenya Sign Language Training Program -
Kenya Institute of Special Education
Kenya Certificate of Primary -
Machakos Primary School
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