Evans Ogega

Results-oriented Business Development and customer-operations professional with more than 6 years of verified experience across customer acquisition, business-customer recruitment, sales growth, client relationship management, product promotion, market analysis, KPI tracking, team supervision, and financial-services customer engagement.

At Copia

Kenya, generated more than KES 15 million in annual revenue, produced over 150 qualified leads per month, achieved an average 42% conversion rate, managed more than 200 active customers, and supervised more than 20 field agents. At NCBA Bank, introduced prospective customers and business customers to banking products, recruited and referred qualified prospects, and supported professional follow-up. Fluent in English and Swahili, with strong communication, negotiation, customer-handling, reporting, leadership, and problem-solving skills.

Sales & Field Operations Lead at Copia Kenya (2019-05 – 2024-12)

Led sales growth, customer acquisition, and field operations across Copia's retail and agent network.

• Generated more than KES 15 million in annual revenue through territory planning, customer engagement, product promotion, and field-team performance management.
• Produced more than 150 qualified leads per month and achieved an average 42% conversion rate through structured prospect qualification, follow-up, and opportunity prioritization.
• Exceeded regional sales targets by more than 40% through KPI tracking, target monitoring, market analysis, coaching, and corrective action.
• Supported market expansion by researching customer trends, territory opportunities, channel performance, and local business needs across multiple sub-counties.
• Expanded sales-network coverage by 35% within 18 months through territory development, agent-network growth, and channel expansion.
• Managed the full customer relationship lifecycle for more than 200 active customers, including needs assessment, product explanation, order processing, issue resolution, interaction records, and follow-up.
• Supported sales through Copia's retail and agent network by engaging customers, promoting products, processing orders, and coordinating follow-up from customer interest through fulfilment.
• Worked with retail customers, agents, and business contacts to explain product value, support product adoption, resolve order issues, and maintain consistent customer service.
• Used Salesforce CRM to maintain customer and pipeline records, review activity, track KPIs, identify performance patterns, and support sales reporting.
• Prepared and reviewed reports covering pipeline activity, target progress, conversion performance, territory results, and team productivity.
• Recruited, trained, and supervised more than 20 field agents, providing coaching, feedback, and process guidance to improve performance.
• Contributed to a 30% improvement in team productivity through structured coaching, performance reviews, process reinforcement, and clear activity expectations.
• Reviewed customer-acquisition activity across Facebook, Instagram, and WhatsApp Business and used response patterns to improve outreach.
• Investigated customer concerns, coordinated solutions, and maintained accurate customer records.

Account Recovery Officer at NCBA Bank (2025 – 2026-01)

• Introduced prospective customers to NCBA Bank products and services through direct customer engagement and relationship building.
• Recruited and referred new individual and business customers to NCBA Bank and connected qualified prospects with relevant banking teams for consultation and onboarding.
• Engaged business owners and prospective customers to understand their banking needs, explain suitable solutions, and maintain professional follow-up.
• Applied client handling, negotiation, communication, and problem-solving when discussing customer needs and outstanding obligations.
• Supported recovery of more than KSh 1 million in outstanding customer balances.
• Contributed to recovery of approximately KSh 2-5 million during the contract period.
• Managed accounts with combined outstanding balances of approximately KSh 5-10 million.
• Maintained accurate account, contact, and recovery records while following bank procedures and escalation requirements.
• Identified account patterns and documented case progress to support prioritization, management review, and action planning.
• Handled confidential customer and financial information with professionalism and discretion.

Bachelor's Degree in Business Management – Nairobi Institute of Business Studies (2014 – 2018)