Aftersales Manager - Chameleon Solutions Ltd - Nairobi, Kenya
(2025-07)
Own the customer experience across sales, after-sales support, maintenance and account development for solar and energy-efficiency solutions, serving 20+ customers per day across multiple communication channels.
- Manage 20+ customer interactions daily, resolving approximately 50% same-day via virtual troubleshooting or technician dispatch, with only 5–10% requiring escalation beyond frontline resolution.
- Reduced typical customer response times from 4–7 days to approximately 24 hours for clients in Nairobi and Mombasa, cutting resolution timelines to 2–3 days or same-day onsite resolution.
- Redesigned the after-sales approach from reactive repairs to preventative maintenance, introducing structured maintenance contracts with terms extending up to five years.
- Developed an end-to-end after-sales SOP covering issue intake, troubleshooting, escalation, technician assignment, resolution and follow-up; built a maintenance-contract tracking system for active contracts, service dates and renewals.
- Monitor live system performance and remotely diagnose faults using Deye, FusionSolar and Solarman monitoring platforms, using performance data to guide customers, direct technician dispatch and reduce unnecessary onsite visits.
- Act as key escalation point between customers, technicians, sales and management; trained and mentored three technicians and two call-centre representatives on customer engagement and service standards.
- Log interactions and maintain accurate account history using CRM and customer documentation tools, supporting consistent follow-up across the customer lifecycle.
- Consistently exceeded a quarterly sales target of KES 1.5M, generating at least KES 6M in sales per quarter (400%+ attainment); close approximately 13–20 sales monthly across solar PV, solar water heating, heat pumps and maintenance contracts.
- Prepare quotations, negotiate pricing and generate additional revenue through upselling and cross-selling; onboarded corporate and hospitality clients including Cowrie Shell Beach Apartments, Nyeri Club and a resort client in Kajiado.
- Developed and trained a Claude-based workflow to generate production reports in PDF format, streamlining repetitive reporting and standardising output.
Sales & Aftersales Support - Chameleon Solutions Ltd - Nairobi, Kenya
(2024-07 - 2025-06)
- Supported customers across the full lifecycle, from inquiry and quotation through installation, troubleshooting and post-purchase support, explaining technical options in clear, customer-friendly language.
- Coordinated order fulfilment, installation and follow-ups; prepared quotations and identified upsell opportunities based on customer needs and system performance.
- Collected and relayed customer feedback to internal teams, building relationships that supported repeat business and referrals.
Sales Consultant - Freelance - Nairobi, Kenya
(2024-03 - 2024-07)
- Took on short-term freelance sales work between full-time roles, maintaining consistent client-facing and quota-driven sales experience.
Customer Support Specialist - Koko Networks Ltd - Nairobi, Kenya
(2023-05 - 2024-03)
- Managed a high-volume portfolio of 100+ daily customer interactions via phone, email and chat, while improving average resolution time by 15% through effective triaging and raising customer satisfaction scores by 10% through proactive follow-up.
- Maintained accurate customer records and coordinated with internal teams on issues requiring further technical or operational support.
Brand Ambassador - Freelance - Nairobi, Kenya
(2022-09 - 2023-04)
- Represented consumer brands, including YDX, through freelance brand ambassador engagements, handling customer-facing promotions and product engagement.
Video Editor — Internship - Kenya Broadcasting Corporation (KBC) - Nairobi, Kenya
(2022-04 - 2022-09)
- Completed a 6-month internship in video editing within a structured broadcast production environment.
Administrative Assistant, Part-Time - Energtronics Ltd - Nairobi, Kenya
(2020-01 - 2021-12)
- Supported daily operations, customer enquiries and order coordination; scheduled deliveries and tracked order status across teams.
- Managed documentation and inventory records, communicating delivery arrangements and administrative updates to customers.
