Zipporah Nikkie Njoroge
E-mail - email@example.com
Mobile Number - +973-********
Nationality - Kenyan
Gender - Female
Driving License - Yes
Marital Status - Single
Language Skills - Fluent in English and Swahili.
Client oriented Customer Support, Sales Coordinator, with a touch of Quality Control and Administrator duties. With a proven track record of solving end user issues, Tech Support meticulous with organizing customer interaction Logs, with duties including troubleshooting, customers sign up, Customer Data retrieval, Points Redemption, Travel booking management. Recently acquiring Software/ Web Tester skills. Working Experience and Responsibilities:
Responsible for ensuring that assigned customers products and services achieves the expected business outcomes with solutions resulting in customer retention and account growth. In addition acting as a trusted advisor to customers, B2B service providers and liaising with internal teams.
Customer centricity focused, by creating a positive experience at every stage of redemption journey to deliver satisfactory results.
Consistence performing data validation before obtaining any customer account Information.
Addressing customer’s inquiries on their Loyalty Rewards position by analyzing full customer history of transactions and solving the escalations.
Managing customers on real time contact us Logs, i.e. the voice calls, data applications, e-mails and Web-based chats.
Focusing on platform user interface (UI) its proper functionality to find out what customer preferences, send feedback to the team to fulfill those needs and eliminate sources of irritation.
Getting daily, weekly new Tech release and up-to-dates to keep customer knowledgeable of those implementation (Points Rewards, Redemption, and Travel Booking).
Call Logging to analyze the incoming and outbound calls are compliant to the internal Service Level Agreements.
Liaising with our Service providers b2b (Hotel, Airlines, and Car Rentals) in managing all reservation booking Refunds, and Cancellations.
Raising support complaint tickets with department in-charge and seeing them to completion and marked as solved/closed.
Company: The Cohen International Group (TCIG)
Date: 15 Sept 2016- Today
Designation: Customer Support Supervisor
Database Maintenance from customers feedback, collected from every contact to uncover insight and information for delivering actionable process.
Providing monthly reports with a breakdown, type of issue reported, progress report and resolved report.
Administer training programs for new hires and existing staff.
Ability to handle a cross-section of projects simultaneously. Highlight: Assisted in developing Call Center SOP, Managed Solution –Customer flow Operations, Service Quality Evaluation and FAQ documentation.
Software and Web Tester-
Able to develop training documents that support operations.
Determine if a new release is ready for production.
Working with software developers and project support teams.
Performance testing and Functional testing.
Testing in different environments including web and mobile.
Writing bug reports.
Providing objective feedback to software development project teams.
Provide reporting regarding performance against expectations. Company: Al Kobaisi Construction Company
Date: 03 March-25 June 2016
Designation: Sales Coordinator
Supports the Sales Team by administering the sales information, Provide administration services for the sales department, Tracking sales data and maintaining databases, preparing reports, planning meetings.
Receive order from current and prospective customers regarding the existing/new products and notify sales people for a quick and a prompt action.
Dispatching and allocating locations for all concrete mixture tracks on time.
Process orders and record all daily sales activities on the dispatch book, with accuracy and timeliness follow through delivery.
Coordinate sales team, managing schedules, filing documents and communicating relevant information.
Coordinate with QC and Dispatch department to ensure quality performance standards is adhered
Inform clients of unforeseen delays or problems.
Maintain daily, weekly, and monthly reports for management and group within the required deadlines.
Monitor the team’s progress, identify shortcomings and propose improvements
Provide a site visit when required to identify the actual requirement and ensure prompt resolution for customer satisfaction.
Perform a routine safety check for drivers to ensure adherence with standards. Company: Al Safar Group- Infocall Contact Center
Date: 27 Feb 2013 – 27 Feb 2016
Designation: Sales Consultant
Identifying new leads, Prepare presentations to acquire new business,,Making sales calls, Attending meetings Promoting our services, Managing Clients,, Training Sessions, Providing Feedback to managers, Analyzing market trends, Call Center-Telemarketing and Telesales and Develops and manages relationships both internal and external.
Actively seek new sales opportunities in a defined territory
Lead generation and identify the businesses that are my best possible prospects.
Appointment setting face-to-face meetings with decision makers'
Present proposal to prospects in a professional manner and matching appropriately our services to client’s requirements.
Provide assistance in resolving customer problems.
Collecting feedback relating to services, content, pricing and company performance.
Meet company’s targets on a monthly basis.
Maintain an in-depth knowledge of the industry and new products on the market.
Develop and maintain strong customer relationships.
Maintain a regular contact with key Clients through telephone, face-to-face and written communication.
Be aware of competitive activities and trends.
Telemarketing answering my prospects questions and addressing their concerns
Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
Provide time-phased, qualified reports on achievement and activities. Company: United Electronics eXtra Company
Date: 1 Jan 2012 – 12 Dec 2012
Designation: Section Head Manager
Product creation, following and purchasing products range. Ensure purchasing and retail sales are complying with established supplier’s strategy. Monthly purchase and maintaining front margin and back revenue budget Merchandise Implementation concept, Customer service. Assessing performance and improving team member skill level, tracking and reporting productivity and supervising the daily activities of Sales Team.
Purchase: Analyze market trends, consumer preferences, and seasonal demands etc to formulate buying practice.
Research and evaluate suppliers based on prices, Quality selection, Service support Product availability.
Plan and select the range, type, quality, and quantity of merchandise according to customer demands, trends, and store policies.
Review catalogs, Internet sites and consult with other department personnel to locate necessary goods.
Write and review product specifications, maintaining a working technical knowledge of the goods or services to be purchased.
Attend meetings, trade shows, conferences to network with potential suppliers.
Merchandised: Ensure total solutions service is communicated to the customers through strong- merchandised standard.
Plano gram and visual merchandizing displays maintained as per company guidelines.
Daily opening and closing SOP deliver as per operation blinder.
Staffing: Ensure that the appropriate qualities of employees are in place using section zone map, and according to company standards.
Customer service: Ensure all customer service issues within section are resolved in the same day.
Ensure that employees are trained and knowledgeable about the products.
Greets and assists customers with product selection.
Negotiating and closing sales
Acting as a contact between my company and our existing customers
Resolve Customer Issues, complaints and requests.
Orients and trains, schedules and provide direction to the staff, complete timesheets and attendance records. Monitors evaluate staff performance and growth.
Maintains or changes product displays including those required for periodic Sales events.
Making different monthly target reports and tables them on time.
Performs product inventory in accordance with established policies and maintains related records.
Receives products prepares them for display in the store and merchandising according to established policies
Liaising with suppliers to check on the progress of existing orders;
Reviewing own sales performance, aiming to meet targets. Achievements:
Bronze Trophy: - The Sales Champion of the year 2009 Presented by C.E.O Sharaf DG Certificate: the best employee of the month of February 2009 on 3 times nominations. Company: Sharaf DG Bahrain
Date: June 2008- Dec 2011
Designation: Retail Sales Supervisor
Accounting- Preparation and compilation of monthly accounts keeping accurate records.
Handling enquiries from clients and potential ones.
Supervision of the following offices/sections, Cleaners, instructors.
Review, development and enhancement of business strategy preparation and compilation of annual business plan.
Focusing on company projects.
Facilitate salaries payments.
International Dance Organization: 2006 AUSTRIA. Represented Kenya in Austria at the international level, battled with 72 contestants from all over the world and victoriously took Fourth (4) position in the world. Academic Qualifications/Achievements:
Graffins Westland Campus - January 2003 –Dec 2005 BTEC Higher National Diploma in Business Marketing (HDN)
Marketing European Business
Managing Financial Resources Market Intelligence
Organization and behavior Advertising and Promotions
Organization Competition and
Sales Planning and Operations
Quantitative Techniques for
MIS Management Information
Legal and Regulatory Framework Business Strategy
Quality Management Marketing Planning
Environmental Management Small Business Management Environmental Management
GDS flight booking operations.
PC skills-I have obtained thorough working knowledge of micro-office, excel, internet application, and other packages.
Analytical skills- I have the ability to analyze and evaluate difficult situations and provide a suitable solution to resolve problems.
Company: Destiny Dance Limited
Date: February 2002- March 2008
Designation: Administrative Assistant