Janice Gitau

Customer Experience, Customer Relations, and Sales Professional with over 12 years of experience in customer service, call center operations, sales, marketing, client relationship management, lead generation, CRM management, and business development. Proven ability to improve customer retention, resolve customer issues, exceed sales targets, and build long-term client relationships. Strong communication, problem-solving, negotiation, and analytical skills.

SALES & MARKETING EXECUTIVE at HOMES UNIVERSAL (2024-01 – 2026-03)

• Represented the company at designated sites: This involved physically being present at specific locations or properties where the company conducted its business. As a representative, I would interact with clients, potential customers, partners, and stakeholders, embodying the company's values, vision, and professionalism.
• Sourced new business for the company, ensuring a sufficient property portfolio: This responsibility involved actively seeking out opportunities to expand the company's client base and property portfolio. By networking, prospecting, attending industry events, and leveraging existing relationships to identify potential clients or properties for acquisition or management.
• Marketed company products and sites effectively to potential clients: This mainly involved developing and implementing strategic marketing campaigns to promote the company's properties, services, and offerings to potential clients. It included creating marketing materials such as brochures, advertisements, and online content, as well as utilizing digital marketing channels and social media platforms to reach target audiences effectively.
• Disseminated information on property availability and status: This involved keeping clients, stakeholders, and interested parties informed about the availability, status, and details of the company's properties, maintaining accurate and up-to-date property listings, responding to inquiries promptly, and providing timely updates on property developments, vacancies, and leasing opportunities.
• Handled client inquiries promptly, fostering relationships, introducing new products, and ensuring satisfaction for client retention: This encompassed providing excellent customer service by promptly addressing client inquiries, concerns, and requests. It also involved building and maintaining strong relationships with clients, understanding their needs and preferences, and proactively introducing them to new products or services that may meet their requirements. Thus ensuring client satisfaction, retention, and loyalty.
• Prepared marketing presentations for pitching purposes: This involved creating compelling and persuasive presentations to showcase the company's properties, services, and value propositions to potential clients, partners, investors, or other stakeholders. These presentations included visual aids, market analysis, financial projections, and other relevant information to support sales and business development efforts.
• Sourced properties sold by the company for management purposes: This involved identifying and acquiring properties that were sold by the company for management purposes. It entailed conducting market research, negotiating deals, and coordinating with property owners, brokers, and other parties involved in the transaction process.
• Carried out sales, sourcing, and rental activities, pushing for property sales/lettings within the company's portfolio. Achieved and surpassed specified sales and collections goals for designated area: This actively involved engaging in sales and rental activities to generate revenue and achieve sales targets for the company's properties. It also included negotiating contracts, closing deals, and ensuring timely collections of payments.

SALES EXECUTIVE at EREAN PROPERTIES (2021-05 – 2023-11)

• Boosted the sales of the company's products by implementing effective strategies to attract and retain customers.
• Achieved and surpassed the specified sales and collections goals set for your designated area.
• Build, nurture, and grow a comprehensive customer database by actively cultivating a strong client pipeline.
• Took charge of client relationships, introduce them to new and supplementary products, and ensure their continued satisfaction to foster client retention.
• Property Sales: Actively engaged in the sale of residential or commercial properties. This involved understanding the market, showcasing properties to potential buyers, and negotiating deals.
• Stayed informed about the real estate market trends, property values, and competitor activities. This knowledge helped in pricing properties competitively and advising clients appropriately.
• Understood the needs and preferences of clients, and provided personalized guidance on property options. Addressed client queries, concerns, and objections throughout the sales process.
• Built and maintained a strong network within the real estate industry. Attended networking events, collaborate with other professionals, and establish connections that can lead to potential business opportunities.
• Negotiated terms and prices between buyers and sellers to reach mutually beneficial agreements. Handle negotiations professionally and ethically.

CUSTOMER SERVICE REPRESENTATIVE at CALL CENTRE INTERNATIONAL (2019-01 – 2021-04)

• Supported at least 300 MKOPA customers from across Kenya: Assisted customers in troubleshooting their products. Guided customers through the onboarding process. Facilitated the collection of weekly payments.
• Ensured customer satisfaction: Addressed and resolved all complaints and concerns raised by customers. Attended to customer inquiries and issues promptly and effectively by collaborating with other departments.
• Built and maintained strong customer relationships: Demonstrated empathy towards customers and provided them with support. Resulted in significant sales growth due to the positive customer relationships established.
• Improved customer understanding of MKOPA products: Provided customers with all the necessary information they needed about MKOPA products. Enabled customers to make informed decisions by understanding the features and benefits of the products.
• Educated customers about basic requirements: Ensured that customers were aware of the basic prerequisites for purchasing MKOPA products. Helped customers understand the necessary steps or qualifications needed before making a purchase.
• Escalated customers phone and battery issues to the necessary escalation teams.
• Assisted customers in troubleshooting their battery and phone problems.

CUSTOMER SERVICE REPRESENTATIVE at ZUHURA SOLUTIONS (2014-12 – 2018-06)

• Built strong customer relationships by effectively and efficiently communicating with them.
• Escalated customers trolley issues to the necessary escalation teams.
• Ensured clear and timely communication, actively listened to their needs, and provided excellent customer service.
• Promoted Zuhura products by promptly providing customers with necessary information.
• Responded to inquiries, addressed product-related queries, and ensured customers had the required details to make informed decisions.
• Achieved rapid growth and increased sales by actively listening to customer inquiries and promptly addressing them.
• Understood customer requirements and delivered satisfactory solutions, thus Zuhura Solutions experienced rapid business growth.
• Supported a large customer base in Nairobi and its environs by effectively resolving their issues.
• Resolved customer issues or concerns, provided timely assistance, and ensured customer satisfaction within the region.

CUSTOMER SERVICE REPRESENTATIVE at INTEGRAL MEDIA (2013-10 – 2014-11)

• Ensured customer satisfaction by collaborating with other departments: Collaborated closely and coordinated with various departments to ensure a seamless customer experience. Met customer expectations by providing unified and efficient service. Ensured customer satisfaction through effective collaboration with other departments.
• Successfully generated sales leads and facilitated quick conversion into customers: Promptly followed up on sales leads and effectively communicated persuasively. Increased customer acquisition through successful lead generation and conversion.
• Promoted Integral Media policies by attending to customer inquiries in a timely manner: Ensured that customer inquiries were promptly attended to, aligning with Integral Media policies. Responded to customer inquiries in a timely manner, adhering to company policies. Empathized with customers and addressed complaints effectively: Demonstrated empathy towards customers when necessary and paid attention to their complaints. Effectively addressed customer complaints, resulting in customer satisfaction and loyalty. Fostered repeat customers through empathetic and attentive customer service.
• Updated the CRM system regularly to track customers: Maintained regular updates to the CRM system to ensure accurate customer information. Enabled easy tracking of the company's customers through consistent CRM update.

CUSTOMER SERVICE REPRESENTATIVE at CLOTHING HUB (2010-01 – 2013-09)

• Streamlined customer management and facilitated efficient follow-up by keeping the CRM system up to date: This resulted in improved efficiency in follow-up activities with customers.
• Increased customer satisfaction by attending to their inquiries in a timely and efficient manner: Responded promptly and effectively to customer inquiries, resulting in heightened satisfaction levels. By addressing their questions and concerns in a timely manner, customer satisfaction was increased.
• Improved customer relationship by resolving their concerns as needed and effectively: Enhanced customer relationships by effectively addressing and resolving their concerns as required.
• Built lasting relationships with customers, leading to growth in sales for Clothing Hub within a short period of time: Nurtured strong and long-lasting relationships with customers, resulting in notable sales growth for Clothing Hub in a relatively brief span. The establishment of trust and loyalty contributed to increased sales.
• Handled a large number of customers daily, collaborating with other departments, resulting in increased daily sales: Managed a significant volume of customers on a daily basis, working closely with other departments within the organization.

Higher Diploma in Business Administration – DALC Education (2006)

Kenya Certificate of Secondary Education – Kambui High School (2002)