Lucy Otieno

Customer Service Sales Specialist, I am passionate about providing quality care and solutions to existing and prospective customers. I have achieved and exceeded sales targets and outcomes within schedule, thanks to my excellent communication and relationship-building skills.

I have over four years of customer service, which enables me to present, promote, and sell products and services that meet the needs and interests of customers. I also have a strong background in digital marketing, which I leverage to analyze market potential, track sales, and status reports, and keep abreast of best practices and trends. I am always eager to learn new skills and technologies to enhance my performance and customer satisfaction.

CUSTOMER SERVICE/TELESALES EXECUTIVE

Data Integrated Limited, Nairobi,Kenya Jan 2023 to Date

• Handle inbound calls from customers, providing information about products and services.
• Make outbound calls to potential customers to generate leads and sales opportunities.
• Listen attentively to customer inquiries and concerns and offer appropriate solutions.
• Effectively communicate the features and benefits of our products and services.
• Maintain accurate and up-to-date customer records in our CRM system.
• Follow up with customers to ensure their needs are met and provide post-sales support.
• Collaborate with the sales team to meet or exceed sales targets.
• Stay informed about our product offerings and industry trends.
• Provide exceptional customer service and maintain a positive and professional demeanor.
• Handle customer objections and negotiate effectively to close deals.

CUSTOMER SERVICE AND BRAND MANAGER hostPoa Virtual Limited, Thika Kenya (deepAfrica Limited) June 2021 to June 2022

Managing and servicing existing key accounts while prospecting and developing new accounts with a focus on building long term customer relationships and increasing sales revenue. Key tasks;

• Developing brand strategies, promoting brand growth and expansion, implementing brand plans.
• Identifying appropriate prospects, set appointments, make effective qualifying sales calls, and manage sales cycles to close new business in all service categories offered.
• Identifying client needs and establishing processes to provide consistently high levels of customer service with maximum productivity and minimum operational costs.
• Researching and developing marketing opportunities and plans, understanding consumer requirements, identifying market trends, and suggesting system improvements to achieve the company's marketing goals
• Promoting the company's existing brands and introducing new products to the market
• Identifying target markets and establishing successful plans to develop them – resulting in 80% additional revenue from the new markets.
• Generating periodic reports (sales reports, market intelligence reports, debt collections reports) to management to facilitate a comprehensive sales performance review.

Selected achievements.

• Achieved a significant success in negotiating, cultivating and growing partnerships with clients, customer conversion, retention, problem solving and issue resolution
• Streamlined customer service department operations by introducing a series of rigorous training sessions.
• Delivered an exceptional customer service experience, resolved issues to client satisfaction. recognized for being positive, intuitive and client-centric.
• Expanded customer base by 80 % in the assigned territory and boosted customer retention by managing effective relations with existing accounts and prospects.

CUSTOMER SERVICE REPRESENTATIVE.

deepAfrica Ltd, Thika Kenya| August 2018 – June 2021.

Provided a consistently high quality and efficient customer service / first and second line support to members i.e. inquiry and complaint handling within the agreed timelines. Other tasks included;

• Interacting with deepAfrica Ltd Clients and ensured that customer data was captured correctly and in line with the company’s processes and procedures. 
• Resolved customer query on first contact and kept the promise of query/problem resolution for escalated cases.
• Provided timely and first hand resolutions to the Clients complaints and answered queries while ensuring quality customer service in all interactions with the Clients. 
• Handled massive emails from clients regarding processes, status of their requests, type of products offered with less than a 1% error rate.
• Resolved customers’ complaints while identifying problems and taking appropriate corrective action, increasing client retention ratio significantly.
• Provided Clients with product information by clearly explaining procedures, answering questions and providing relevant information.
• Captured all queries (including verbal, written, telephone, e-mail etc) on the query logging system with 100 % accuracy.
• Achieved 99 % adherence to service level agreements and gave progressive feedback on potential breach of Service level agreements (SLA’s).
• Promoted to Customer Service and Brand Manager owing to excellence in delivering excellent client service.

Education

• Nairobits School Of Digital Design Diploma in Web Development, 2016 - 2017
• Kenya Certificate of Secondary Education, Owiro Akoko Girls High School, 2012 —2015