Customer Service Team Leader
Resume:
Ruth Wambui Muthoni
Nairobi -Kenya
071******* *******************@*****.***
Objective
I am a highly motivated and skilled individual seeking for a challenging opportunity to utilize my skills and experience, to contribute to the growth and success of the organization. With 3 years of sales experience, I have developed strong communication and customer service skills. I'm a goal oriented person, always looking forward to seeing the task at hand is completed on the predicted time and the goal attained. In addition, being a sharp minded person, I'm able to grasp, learn and adapt to new environment quickly with just minimal training. Experience
Chapeo Capital Limited
Telesales agent, Reserve team leader and Group Team leader Team leader
Roles
Listening and addressing customers concerns -responding promptly to customers inquiries and addressing their concerns with professionalism.
Reporting sales metrics to the management -weekly reporting the group performance,the things I did and what I would do to better the team's performance,to the management. Managing daily activities of my team-ensuring that all team member arrives and starts work on time and ensure they all adhere to the company's policy during working hours. Training new team members-Training any new member joining the team on the sales standardized operations and the rules and the requirements in the telesales department. Monitoring the team's performance and providing coaching -hourly monitoring team members' performance as well as coaching those whose performance is low to better their performance by advising on new strategies to use and the call flow, to capture customers' attention. Reserve team leader
Roles
Helping out in management of the team in the absence of the team leader. Sorting out machine related issues of the team members. Reporting sales metrics to the management in the absence of the team leader. Tele-marketing agent
Roles
Making calls to potential customers .
Presenting the company's services in a compelling manner. Following up on potential customers.
Handling customers objections and complaints.
Assisting customers in the application process
Equity Bank, Kahawa House Branch and Kikuyu branch Sales and Marketing
• Direct marketing
Aggressive marketing of bank digital products such as the Equity mobile app, Equitel lines and USSD channels. I actively conducted marketing both in the banking hall as well as on the field,such as in school.
• Training and onboarding
Effective onboarding and training customers on digital bank products and safe use to avoid fraud.I ensured that the customers understood how to fully use the mobile banking products as well as safety measures to take incase of fraud.
• Account opening
Assisting customers to open various bank accounts; personal accounts, business accounts and joint accounts.
• Relationship management
December 2023
November 2018
November 2014
Managing customers I have a relationship with to ensure business continuity. I maintained a close relationship with various customers whom I previously interacted with and helped them out whenever they had inquiring or needed assistance .
• Cross-selling
I supported in the marketing of other bank products such as loans and payment solutions. Education
Technical University of Kenya
Bachelor of Science in Mathematics
Precious Blood Kagwe Girls
Kenya Certificate of Secondary Education
Stem Junior Academy
Kenya Certificate of Primary School
Skills
Effective communication skills
Time management and organizational skills
Computer literacy
Leadership skills
Strong problem-solving skills
Ability to work independently as well as a team
Adaptability
Languages
English
Swahili
Reference
Stephen Omosa - Equity Bank, Kikuyu Branch
Equitel Chapion
*******.*****@**********.**.**
Gloria Mueni - Equity Bank,Kahawa House Branch
Accounts Opening Officer
******.*****@**********.**.**
Daniel Martin Meyo - Chapeo capital limited
Human Resource
******@******.****
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