ZEBKERRY FRANCIS OCHIENG
AGRIBUSINESS MANAGER
Nairobi, Kenya
Summary
Results-driven sales and customer service professional with over 5 years of experience in business development, client relationship management, and team leadership. Skilled in driving revenue growth, exceeding targets, and delivering excellent customer experiences. Strong background in B2B sales, appointment setting, and remote work productivity. Recognized for leadership, adaptability, and consistent performance. Holds a Diploma in Agricultural Business from the Cooperative University of Kenya.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Outbound Sales Representative
TALENTPOP
09.2025 - Current
- Pitching & Presentations – Delivered persuasive sales pitches tailored to customer needs, effectively communicating product value and benefits.
- Pipeline Management – Maintained accurate records of outreach, follow-ups, and opportunities in CRM systems (e.g., Salesforce, HubSpot, Zoho).
- Customer Relationship Building – Built rapport with prospects to establish trust and encourage long-term engagement.
- Prospecting & Lead Generation – Conducted outbound calls, emails, and LinkedIn outreach to identify and connect with potential customers.
- Target Achievement – Consistently met or exceeded daily/weekly quotas for calls, meetings booked, and sales conversions.
Business Development Representative
HODI TECHNOLOGIES LIMITED
06.2024 - 08.2025
- Prospecting & Lead Generation – Researched and identified potential clients through outbound calls, emails, LinkedIn, and other channels.
- Qualifying Leads – Engaged with prospects to understand needs, budget, and decision-making process, ensuring alignment with company solutions.
- Sales Pipeline Management – Maintained CRM (e.g., Salesforce, HubSpot, Zoho) to track opportunities, update contact details, and ensure accurate reporting.
- Cold Calling & Outreach – Executed high-volume outbound calls/emails to generate interest and build relationships with key decision-makers.
- KPI & Target Achievement – Consistently met or exceeded monthly/quarterly targets for calls, meetings booked, and pipeline contribution.
- Customer Relationship Building – Built trust with prospects through consultative conversations, focusing on long-term business value.
Team Leader Manager
CALL CENTRE INTERNATIONAL
09.2023 - 05.2024
- Team Leadership & Supervision – Managed a team of 20 customer service representatives, ensuring adherence to performance standards, quality, and service-level agreements (SLAs).
- Coaching & Development – Conducted regular 1:1s, training sessions, and feedback reviews to improve team skills in communication, problem-solving, and product knowledge.
- Performance Monitoring – Tracked KPIs such as average handling time, customer satisfaction (CSAT), Net Promoter Score (NPS), and first-call resolution (FCR).
- Escalation Management – Acted as the point of contact for complex issues, resolving customer complaints effectively while maintaining a positive customer experience.
- Reporting & Analysis – Prepared daily/weekly reports on team performance, customer satisfaction, and campaign outcomes for senior management.
- Compliance & Quality Assurance – Ensured team followed company policies, data protection rules, and regulatory requirements.
Customer Service Agent(ShutterFly)
CALL CENTRE INTERNATIONAL
10.2022 - 08.2023
- Customer Support Across Channels – Handled high-volume inbound and outbound interactions via phone, live chat, and email, ensuring prompt and accurate responses.
- Escalation Management – Identified complex issues and escalated to appropriate departments while ensuring smooth handover and follow-up.
- Process Compliance – Followed call scripts, quality guidelines, and data protection protocols (e.g., GDPR, PCI compliance).
- Customer Experience (CX) – Delivered empathetic, customer-first support while adhering to company tone and service standards.
- CRM & Ticketing Tools – Logged and tracked all interactions in systems such as Zendesk, Salesforce, or Freshdesk, ensuring accurate case documentation.
- KPI Achievement – Consistently met or exceeded targets for response times, first contact resolution (FCR), and customer satisfaction (CSAT).
Sales Executive
TEXTBOOK CENTRE
09.2021 - 10.2022
- Conduct market research to identify selling possibilities and evaluate customer needs
- Actively seek out new sales opportunities through cold calling
- Set up meetings with potential clients and listen to their wishes and concerns
- Developed sales strategy based on research of consumer buying trends and market conditions.
Education
Diploma - Agribusiness Management
COOPERATIVE UNIVERSITY OF KENYA
Nairobi, Kenya12.2022
Kenya Certificate of Secondary Education - High School Certificate
ST. JOSEPH'S SCHOOL, RAPOGI
Migori, Kenya11.2018
Skills
- Customer Service Excellence – Handling inquiries via phone, email, and live chat with professionalism and empathy
- Sales & Business Development – Outbound prospecting, lead generation, and conversion to drive revenue growth
- Team Leadership & Coaching – Supervising, mentoring, and motivating teams to exceed performance targets
- CRM & Support Tools – Proficient in Salesforce, HubSpot, Zendesk, Freshdesk, and other customer engagement systems
- Performance Management – Monitoring KPIs (CSAT, NPS, FCR, SLA) and implementing strategies to improve results
- Problem Solving & Escalation Handling – Efficient resolution of complex customer issues while maintaining satisfaction
References
Ryan Bala
Manager – Sales Executive
Email: youngryanbala@gmail.com | Phone: +254 726 110 512
Arnold Omuyaku
Team Manager – CCI Kenya
Email: arnold.omuyaku@ccikenya.com | Phone: +254 719 127 284
Frank Abuto
Operations Manager – CCI Kenya
Email: frnkabuto@gmail.com / frank.abuto@ccikenya.com | Phone: +254 719 276 559
Rob Stevens
Chief Executive Officer – Hodi
Email: rob@hodi.co
CERTIFICATES
- KCPE Certificate – Kenya Certificate of Primary Education
- KCSE Certificate – Kenya Certificate of Secondary Education
- University Certificate – Diploma In Agribusiness Management
- Computer Applications Certificate – Proficiency in MS Office Suite and related tools
- Customer Service Training Certificate – Skills in client engagement, communication, and conflict resolution
Timeline
Outbound Sales Representative
TALENTPOP
09.2025 - Current
Business Development Representative
HODI TECHNOLOGIES LIMITED
06.2024 - 08.2025
Team Leader Manager
CALL CENTRE INTERNATIONAL
09.2023 - 05.2024
Customer Service Agent(ShutterFly)
CALL CENTRE INTERNATIONAL
10.2022 - 08.2023
Sales Executive
TEXTBOOK CENTRE
09.2021 - 10.2022
Diploma - Agribusiness Management
COOPERATIVE UNIVERSITY OF KENYA
Kenya Certificate of Secondary Education - High School Certificate
ST. JOSEPH'S SCHOOL, RAPOGI
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