Customer Service Sales

WINNIE CATHRINE ANDALA

P.O Box 439**-*****,Nairobi, Office :071******* Mobile:071*******

E-Mail :************@*****.***; ******.******@********.***

PERSONAL PROFILE

A well networked and successful sales person with over 4+ years working experience with financial

institutions. I have in depth knowledge in sales, marketing, customer service, data entry, People,

Business and Performance management.

Key Competences, Skills and Achievements

People Management

I was responsible for 6 staff all direct sales representatives. I ensured good working relations within the

team and created a high performing environment.

Business and Performance Management

Has the commercial and visual awareness to drive sales, manage profit and loss and ultimately increase

company profitability. Delivered business growth at strategic automobile valuers from 30% which was mainly

sales from insurance companies to 110% which were results from sales people under my team.

Result Oriented

I have consistently delivered on my set targets archiving exception performance. This has awarded me a

certificate of excellence and a confirmation to a job.

Team building skills.

I am a strong person who provides the substance that holds the team toget her in common purpose towards

the right objective. In order for a team to progress from a group of strangers to a single cohesive unit, I am

able to understand the process and dynamics required for this transformation.

Effective negotiation, communication and presentation skills

Proven and sustained communication (verbal and written) skills, including ability to prepare reports and

conduct presentations on key issues by clearly formulating positions on issues, articulating options concisely

conveying the maximum necessary information, making and defending recommendations .

Judgment/Decision-making

Displays sound judgment in responding to challenges. Identifies key issues in complex situations.

CAREER SUMMARY :

ICEA LION GROUP

Investments Advisor/Office Assistant- ICEA Lion Centre September 2013-Date

Responsibilities include:

Build and maintain client bases, keep current client plans up-to-date and recruiting

new clients on an ongoing basis

Analyze financial information obtained from clients to determine strategies for meeting

Clients’ financial objective.

Answer clients’ questions about the purpose and details of financial plans and strategies.

Review clients’ accounts and plans regularly to determine whether life changes, economic changes or

financial performance indicate a need for plan reassessment.

Interview clients to determine their current income, expenses, insurance coverage tax

Status, financial objective, risk tolerance, and other information needed to develop a financial plan.

Recommend strategies clients can use to achieve their financial goals and objectives, including specific

recommendation in such areas as cash management, insurance coverage and investment planning.

Implement financial planning recommendations or refer clients to someone who can assist them with plan

implementation.

Research and investigate available investment opportunities to determine where they fit into financial

plans.

Explain and document for clients the types of services that are to be provided, and the responsibilities to

be taken by the personal financial advisor.

Sell financial products such as stocks, bonds and mutual funds.

Key achievements

1. Was able to surpass my confirmation target within 4 months of employment.

2. Was able to grow my client base.

3. My portfolio has grown to over 50 million+ in value.

4. Improved my customer service skills.

5. Was confirmed within 4 months due to my impressive performance.

6. Improved my market and competitor analysis.

STRATEGIC AUTOMOBILE VALUERS AND LOSS ACCESSORS.

Team Leader/Office Assistant- Nov 2012- Aug 2013

Responsibilities included:

1. People Management –Responsible for 6 sales staff a .This involves ensuring smooth working relations

between them and the administration, developing high performing teams through performance

development and coaching, determining training needs and succession plans, managing staff attendance

levels and directly responsible for staff discipline as well as working out ways to motivate and reward the

staff.

Business Management –this I did through monitoring performance on the four key pillars highlighted

below;

2. Company-Ensuring sales growth by meeting set targets and monitoring productivity of the sales team

which in turn contributes to overall income growth and a healthy balance sheet by providing to the staff

the company’s direction and focussing on potential markets. I also monitor the company’s budget as

agreed by closely controlling of the costs.

3. Colleagues-Ensuring employee satisfaction is high and their welfare is well taken care of.

4. Controls-This involved keen Risk and rigour management ensuring all staff are aware of procedures and

by ensuring the standards for Know Your Customers.

5. Customers – I ensured high customer service levels are maintained in the company and the customer

experience in the company is good by ensuring complaints are responded to within stipulated periods and

compliments are acknowledged. I have established relationships with the key customers for the branch

and consistently contact them to ensure they are satisfied with us and this helps me get in more busi ness.

Key achievement

1. Sign up new companies on board. Was able to bring on board 4 companies.

2. My team was the first direct sales representatives team in the company and as a team we were able to deliver

on the set targets.

3. Significant improvement in the company sales from 30% which was mainly from insurance companies to 110%

through sales representatives.

4. Was able to train and equip the team with product knowledge and which was sufficient enough to help the

sales person to sell the company services.

Standard Chartered Bank

Roles:

New Business Executive- Ufundi Branch May 2011- Oct 2012

Responsibilities included:

Relationship management of both new and existing clients

Signing in up customers

Advising customers on the best investment product in line with their needs.

Advising customers on different products, services and the right investments.

Handling customer queries and complaints

Following up and updating customer top-ups.

Answer customer questions and solve customer problems.

Conducting market research.

Key achievement

Improved communication, planning and organization skills

Improved my Customer service skills.

Enhanced team work.

Was able to identify customer needs and merge the needs with the right investment products.

Improved my market and competitor analysis skills.

Improved my marketing skills.

Awarded certificate for excellent performance

Direct Sales Representative- Ufundi Branch Jan 2010- April 2011

Responsibilities included:

1. Opening of accounts.

2. Sourcing and Signing in new clients.

3. Advising clients on their loan status.

4. Handling customer queries and complaints.

5. Following up and updating customers when they are due for top-ups.

EDUCATION

Kenyatta University - Bachelor of Commerce –Finance

Diploma in Information technology(Module 1) -2012 (Pass)

Kenya Certificate of Secondary Education (2008) - Obtained a mean grade of B-.

REFEREES

Mr. Sam Githu Mrs. Joan Okello Mr. Hannington Odhiambo

Senior Investments Advisor, Branch Manager, Standard Relationship Manager,

ICEA LION Group Chartered Bank Kenyatta a Standard Chartered Bank Chiromo

Avenue

P.O BOX 461**-***** P.O BOX 300**-*****

P.O BOX 300**-***** Tel: 254- 20 329 3900

Tel: 254-**-******* +254-***-***-***

+254-********* Tel: 254- 20 329 3900 Email:

Email: ***.*****@********.*** +254-***-****** *********.********@**.***

Email:

***********.******@**.***

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