Sylvia Mucha

• Intellectually skillful, highly motivated, and adaptable to take up any challenging position in a dynamic work environment.
• I’m passionate about sales and able to energize others while delivering more than expected.
• A remarkable negotiator with strong analytical, persuasive skills and communication skills.
• I’m able to increase business income and revenue by negotiating with clients, generating leads, qualifying prospects and closing sales, and managing client accounts.
• Good decision-maker and able to confront and deal with problems proactively while prioritizing tasks depending on urgency. 

Digital Marketing and Sales Team Leader 

Wekeza Marketing Limited, January 2022 - Current

• Provide troubleshooting assistance for customer orders, account statuses, and relevant problems according to expected service levels.
• Develop and monitor performance indicators to generate data against which to measure goals Vis-a Vis Return on investment.
• Manage sales tracking tools and report on important information used to improve performance.
• In charge of tracking the website flow and implementing and analyzing performance metrics.
• Maintain high-level communication with the client throughout the sales cycle with constant feedback, updates, and system user training.
• Help to manage the deal process from prospecting, qualifying, and closure to achieve a smooth process and customer satisfaction.
• Ensure that client and prospect information is current on the CRM.
• Follow up with onboarded customers and inquire about their user experience on the platform to rate customer satisfaction.
• Responsible for overseeing and developing the overall content strategy for the organization as well as handling the marketing campaigns.
• In charge of identifying market trends and insights and using digital channels like Facebook and Instagram to drive brand awareness and generate leads.
• In charge of planning and directing marketing campaigns as well as managing the organization's website and maintaining it while keeping the best practices in mind.
• In charge of optimizing content for the website and social media platforms and working with various content formats such as blogs, videos, and audio podcasts.
• Handle all complaints and inquiries via various communication channels, such as phone, company website, and email.
• Ensure that customers are treated cordially and are held in high esteem to make them patronize the company continuously.
• Interact closely with the sales manager and other team members to ensure everyone is carried along and updated on work progress to achieve maximum results.
• Create good relationships with team members and motivate them to do their best work to achieve maximum results.

Relationship Officer

My Credit Microfinance Limited, March 2018 – December 2021

• I developed and maintained good working relationships with clients and staff for good business flow.
• I Identified marketing opportunities and generated new leads through marketing activities and client referrals.
• Kept informed of the market and what was new to share improvement suggestions with management for overall performance.
• Promoted services through activations and marketing campaigns by providing detailed service information and upselling products to existing and prospective clients.
• Formed relationships and partnerships with others in the industry to increase client referrals and sales.
• Provided loan facility presentations to prospects to ensure detailed information was provided to prospects.
• Closed sales after evaluating the client's credit risk profile and verifying the client’s eligibility for a loan.
• Collected all relevant documents and checked for accuracy in the loan application by verifying captured data against source documents to ensure the correct information was captured.
• Ensured the loan process was legit and fraud-free by ensuring all source documents were original and safely kept.
• Ensured that the vehicles to be used as security were adequately insured and fitted with a car tracker before loan disbursement.
• Ensured excellent customer service and effective conflict resolution through the loan process.
• Maintain relationships with existing clients to ensure their installments are paid on time to maintain a good portfolio and get new clients’ referrals.
• Recover overdue loan installments by calling clients in default and working out a repayment plan.

Achievements

• Recruited, trained, and managed a high-performing field agents’ team that would refer clients on a weekly basis.
• Successfully maintained a good loan portfolio and reduced customer churning.

Business Development Officer

Aga Khan Hospital, March 2015 – January 2018

• Contacting potential clients to establish rapport and arrange meetings.
• Planning and overseeing new marketing initiatives.
• Research organizations and individuals to find new opportunities.
• Increasing the value of current customers while attracting new ones.
• Finding and developing new markets and improving sales.
• Attending conferences, meetings, and industry events.
• Developing quotes and proposals for clients.
• Developing goals for the development team and business growth and ensuring they are met.
• Training and helping team members develop their skills.

Achievements

• Increased the client portfolio significantly.
• Increased client retention through excellent customer service.

Research Assistant Team leader

Ethics and Anti-Corruption Commission, February 2011– November 2014

• I attended all relevant training and demonstrated competency to ensure I understood the
• research assignments.
• Accurately identified sampled areas and population structures.
• I verified respondents’ eligibility through interviews before administering the
• questionnaires.
• Keenly checked all completed interviews to ensure that all questions were asked and
• responses accurately recorded.
• Submitted completed questionnaires appropriately for safekeeping.
• Actively organized and conducted productive focus group discussions by
• giving presentations and conducting in-depth interviews with key informants and other
• respondents.
• Carried out data entry and analysis using various tools such as SPSS and Microsoft Excel
• and results were used for the final report.
• Undertook any other work-related assignments as may be assigned from time

• Bachelor of Science in Computer, the Catholic University of Eastern Africa, 2006 – 2010
• KCSE, Lugulu Girls’ High School, 1998 – 2001