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GRACE WANGUI NDUNG’U
Customer Service Sales Representative
Phone: +254 740 673 549 Email: gracekoikoi126@gmail.com A customer-focused sales representative with over 2 years of experience in delivering exceptional customer service and building long-term relationships. Proven success in increasing sales and reducing customer complaints by leveraging my excellent communication and problem-solving skills. Achieved a 30% increase in customer satisfaction and a 20% reduction in customer service call time.
SKILLS Reception Management Marketing & Stocking Cross-Functional Collaboration Payment Processing Microsoft Office Customer Service Customer Needs Assessment Customer Engagement Cash Handling Customer Account Management Product Promotions Inbound Call Management Point of sale system
PROFESSIONAL EXPERIENCE Customer Service Sales Representative | House Of Manji-Nairobi | July 2022 – August 2024 Generated sales revenue by successfully managing over 80 customer accounts Developed customer loyalty programs to increase customer retention by 20% Provided exemplary customer service to ensure customer satisfaction and repeat business Established strong relationships with customers to increase sales and develop brand loyalty. Performed online sales activities to achieve company sales objectives. Verified customer's accounts with the correct information to be sure do not give out any personal nor account information to anyone that is not listed on the account. Updated and remarked customer accounts with interest information from the customer. Maintained and up-to-date knowledge about products and promotions. Responded to customers questions and needs promptly and professionally. Worked independently and on a sales team to reach a Monthly Sales Quota.
Associate Sales Representative | Crywan Enterprises Ltd| September 2021 - May
2022 Answered inquiries by clarifying desired information; researching, locating, and providing information. Utilized human relations, communication, and negotiation skills to market and sell Beverages,Distillers,Alcoholic Drinks - Wines & Spirits. Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Fulfilled requests by clarifying desired information; completing transactions; forwarding requests. Maintained call center database by entering information. Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Restaurant Supervisor | The Smith Hotel, Kiserian | September 2020 – June 2021 Extensive experience in supervising a team of up to 20 staff members, ensuring that all tasks and duties were completed efficiently. Developed and implemented training protocols for new staff, ensuring compliance with health and safety regulations. Developed and maintained effective communication channels between staff and management to ensure a smooth-running operation. Monitored staff performance and provided feedback to ensure high levels of customer service. Resolved customer issues and complaints in a timely and professional manner. Organized and coordinated staff schedules to ensure adequate coverage of shifts. Managed inventory and maintained accurate records of ordering and stock levels. Developed and implemented strategies to increase sales and maximize profitability. Provided leadership and guidance to staff members, encouraging cooperation and team spirit.
EDUCATION Certificate in Computer Applications | Evolve College | Nairobi | February –July 2020 Relevant Module: Computer fundamentals Hardware and software basics, email and internet, DBMS, OS and file management, Microsoft Office suite, and network fundamentals.
Materi Girls High School • 2016 - 2019
Certificate of Secondary School (K.C.S.E)
Highland Shine Academy • 2008 - 2015
Certificate of Primary School (K.C.P.E)
TRAINING & CERTIFICATION
Certificate in Computer Applications. Customer Service Skills Training Program.
LANGUAGES ● English : fluent (speaking, reading, writing) ● Swahili: fluent (speaking, reading, writing) REFERENCES
Mr. Ali Hassan Willy Kosgei Muchiri Jeremy
Manager-The Smith Hotel Manager- Crywan Distillers Manager- House of Manji Tel: 0111 246 470 Tel: 0723 868 982 Tel: 0711 874 765
