Karen Biket

Results driven Sales and Business Development professional with over 4+ years of experience across telesales, customer retention, lead generation B2C and B2B sales, and customer relationship management. Proven ability to identify opportunities, engage prospects, handle objections, negotiate effectively, and consistently work toward revenue and conversion targets. Experienced in high volume outbound and inbound sales environments, with a strong track record of meeting KPIs, maintaining high quality customer interactions, and building lasting relationships.

Comfortable working independently in remote or hybrid environments and collaborating with cross functional teams to achieve business objectives.

Sales Executive at M-Kopa (2023-10 – Present)

Responsible for strengthening customer relationships, reducing churn, and increasing product usage by implementing retention strategies and providing support that enhances customer satisfaction and loyalty. A fintech company offering pay-as-you-go access to smartphones, solar products, and digital services in Africa.

• Implements targeted initiatives, e.g., payment reminders, loyalty campaigns to reduce customer churn and encourage consistent usage of M-KOPA products.
• Maintains accurate records of all customer interactions in CRM systems, ensuring timely follow-ups and adherence to service level agreements.
• Monitors engagement through CRM to identify at-risk customers and trigger retention interventions.
• Identifies opportunities to offer relevant upgrades, smartphones, solar accessories, and insurance to increase customer lifetime value.
• Provides product recommendations tailored to customer needs and repayment history.
• Analyzes customer usage patterns, repayment behaviors, and feedback to refine engagement strategies.
• Tracks key performance indicators including repayment rates, churn, and customer engagement metrics to guide retention improvements.
• Resolves service issues such as locked devices, payment delays, and product queries to maintain trust and prevent churn.
• Conducts KYC checks in compliance with company policy.
• Works closely with sales, marketing, and technical teams to align retention strategies with product development and outreach campaigns.
• Shares customer insights to inform future product features and service improvements.
• Maintains in-depth knowledge of M-KOPA products, including smartphones, solar kits, and insurance offerings.

Sales Representative at Novena United Sacco (2023-01 – 2023-09)

Responsible for promoting and selling Sacco's financial products and services, acquiring new members, and building strong client relationships to drive growth and meet sales targets. A savings and Credit Cooperative Society (SACCO) in Nairobi, Kenya, focused on supporting businesses.

• Actively marketed and sold Sacco financial products, driving uptake in loans, savings, and investment services.
• Delivered compelling product presentations that highlighted the value and impact of Novena Sacco offerings.
• Identified cross-selling and upselling opportunities, maximizing value for both members and the Sacco.
• Consistently met and exceeded sales targets through strategic planning and member-focused selling.
• Built lasting member relationships through personalized service and ongoing support, boosting loyalty.
• Provided responsive after-sales support, ensuring members received full value and satisfaction from services.
• Resolved member inquiries and complaints promptly, turning challenges into positive experiences.
• Shared timely feedback with management on market trends, member needs, and competitive insights.
• Ensured strict compliance with internal policies and KYC regulations, maintaining operational integrity.

Telesales Agent at Newrgy Velocity Company Ltd (2021-12 – 2022-09)

Responsible for contacting potential or existing customers to inform them about a product or service using scripts. A company that specializes in banking systems consultancy and software development.

• Issued loans to prospective clients by providing detailed product information and guiding them through the application process.
• Serviced new and existing clients by addressing their inquiries, processing requests, and ensuring customer satisfaction.
• Followed up on overdue loans to ensure timely settlement or arrange refinancing options for clients.
• Posted and reconciled daily loan collection clearances to maintain accurate financial records.
• Consistently achieved and exceeded sales targets of above 70% through proactive client engagement and persuasive communication.
• Nominated and recommended suitable Brand Ambassadors for Sky Pesa, Pocket Cash, and Instar Cash to promote brand visibility and client relationships.

Intern at National Environment Management Authority (2019-05 – 2019-07)

Volunteer at Kenya Red Cross Society (2016-01 – 2016-04)

Post Graduate Diploma in Sales & Marketing – Key center of excellence

Bachelor of Science in Natural Resource Management – University of Eldoret (2021)

Certificate in Computer Application Packages – Dominion Training Institute (2016)

Kenya Certificate of Secondary Education – Kaimosi Girls High School (2015)