VICTORIA MUTHENYA

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

Email: ad2xlk@r.postjobfree.com

CAREER

PROFILE SUMMARY

As a multi-skilled Sales Manager executive and Customer Service professional, I am keen on pursuing positions that will see me grow into roles that improve my career advancement. The jobs I have held have seen me develop my skill-set and strengthen my ability to handle diverse roles. Highlights of my experience include; maintaining customer satisfaction with forward-thinking strategies, responding promptly to customer inquiries, processing order forms and applications, communicating with customers through various channels, acknowledging and resolving customer complaints, and keeping records of customer interactions. Moreover, I am a diligent worker, a team player, and a fluent communicator who can fit into a multicultural environment. I am seeking a mid-level position in an organization where I can apply my marketing and customer care support expertise.

EDUCATION

BACKGROUND

Diploma in Catering Management- Unity College; September 2015 – August 2016

Kenya Certificate of Secondary Education- Good Shepherd Girls High School; January 2011 –December 2014

KEY SKILLS AND COMPETENCIES

Customer Relations: Highly experienced in interacting with customers as I engaged in; following up to ensure appropriate actions have been taken and provide their needs, increasing customer satisfaction.

Communication Expertise: Acquired practical experience in handling all areas of Public and Media Relations, including; monitoring and tracking what is being said about an organization to the public. I have excelled in picking the best communication tool for addressing different publics.

Sales and Marketing: Knowledgeable in proposing a product or service to potential clients to create leads and sales, thus increasing revenues and profits.

Administration: Experienced in handling administrative functions, for example, managing emails and telephone calls, planning meetings and schedules, interacting with clients, ensuring the proper filing of office documents, scheduling appointments, ensuring the smooth running of office operations, and ensuring that office equipment is well maintained.

Operations Management: Experienced in ensuring the smooth running of day-to-day functions of the branch, providing general administration, contributing to business growth, and ensuring close cash management.

Marketing analysis: Skilled in product positioning, communicating customer insights, supporting the development of new business strategies, and identifying top business opportunities or gaps.

Communication skills: Excellent communication skills with the ability to relate with all the staff working in the department, listen to staff inquiries and complaints, identify their needs, and work through any issues that might be concerning them.

Detail Oriented: I value accuracy and ensure that every duty I undertake pays close attention to more information and captures all the valuable data regarding cost monitoring and compilation of detailed financial reports.

Planning and organization: Acquired skills in maintaining correspondence and order in filing records and also knowledgeable in compiling detailed data and preparing various reports.

Problem-solving skills: Ability to jolt into action, especially in emergencies that need quick action and expert attention.

Organization skills: An organized individual who can juggle many duties and ensure that the daily running of the office goes smoothly.

Interpersonal Skills: Ability to relate well with everyone confidently and professionally and capable of good interaction with clients and my supervisors.

ICT Competencies: Proficient in the use of Microsoft suites such as MS Word, MS Excel, PowerPoint, and Access.

WORK HISTORY

Customer Service Representative

CCI Kenya Ltd (Under Metro by T-Mobile Co.); June 2022 – To Date

Duties and Responsibilities

Providing personalized and impeccable services to Customers daily, i.e., daily customer engagement -receiving/initiating Customer interactions (out / inbound calls) to ensure maximum satisfaction, retention, and repeat business.

Responding to customer inquiries and made every effort to satisfy the caller's question and maintain a good relationship with the customer.

Maintaining set KPIs such as Net Promoter Score (NPS), STR, and FCR and ensuring daily targets for set team KPIs were achieved.

Providing customers (Corporates & Individuals) with accurate, relevant, and valuable information, i.e., offers on promotions and matters about their Metro by T-Mobile services.

Delivering an outstanding customer experience through quick resolution/escalation of customers' queries, i.e., queuing & receiving of Sale and Purchase orders.

Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the CRM System.

Increasing the portfolio size of the customer by 40% because of good customer service/relationship management skills.

Sales Territory Manager

Eden Ridge Limited; January 2021 - August 2022

Duties and Responsibilities

Generated client leads to buy, sell, rent, and manage the property and secured contracts for property letting and management.

Developed a competitive market price by researching property buying and management to keep up with the competitive market.

Prepared and reviewed purchase contracts, rental agreements, and other documents for real estate transactions.

Scheduled appointments for Management on property management negotiations as appropriate.

Customer Service Representative

Horizon Contact Center - DSTV Multichoice; June 2018 –December 2020

Duties and Responsibilities

Answered numerous calls in a high–volume call center environment, resolved customer complaints, and ensured calls were handled professionally and promptly.

Trained and assisted entry-level customer service officers by helping them improve their listening skills, communication, and multitasking abilities.

Used a computer to retrieve policyholder information while maintaining proper phone and customer service etiquette.

Participated in voluntary corporate training classes to increase understanding of caller concerns and shorten call response time.

Waitress

Mambo Italia Restaurants; March 2017 –November 2017

Duties and Responsibilities

Informed customers of daily specials and made recommendations upon request from customers.

Explained how various menu items were prepared and took accurate food orders.

Set up the table with all the necessary cutlery.

Shared information with customers about the status of their orders and presented, opened, and poured wine when serving guests.

Prepared totals bills and accept payment or referred guests to the cashier

OTHER PAST EXPERIENCES

Industrial Attachment- Wonderland Hotel; September 2016 – December 2016: Ensured and maintained cleanliness of service areas and performed hosting functions, took orders and prepared beverages, served food orders and interacted with customers from diverse backgrounds, and provided service recovery for service breakdowns and presented bills to guests.

Casual Cook & Waitress- MEMA Catering Group; January 2016 –August 2016:

Assisted in planning, preparing, and cooking food items to ensure customers' highest quality service and experience, keeping the kitchen organized and running efficiently, providing proper food handling and sanitation, and following food storage procedures.

REFEREES

Bernard Osi

Floor Manager Horizon Contact Center

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

Salome Mumbi

Human Resource Officer Mambo Italia Restaurant

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

Samson Attogo

Sales Manager Eden Ridge Limited

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

Contact this candidate