Tracey Gathecha

Professional with academic background in managerial economics and experience across contact centre operations, construction sales, and business support functions. Began my career in the BPO industry, gaining experience in customer service environments before transitioning into the construction retail sector as a Graduate Trainee and progressing to Sales Executive. Experienced in supporting clients, managing sales processes, coordinating orders, and working with residential and commercial customers.

Adaptable professional with a strong foundation in customer engagement, operations, and administrative support, capable of contributing effectively across customer-focused, operational, and business roles.

SALES EXECUTIVE - MEGHA MARKETING E.A LTD - SHIMANZI, MOMBASA COUNTY

(2026-05 - 2026-07)

• Managed end-to-end sales processes for residential and commercial clients, including product consultations, quotations, order processing, payment, collection, and delivery coordination.
• Guided customers in selecting construction materials based on project requirements, functionality, design preferences, and budget considerations.
• Prepared sales quotations, followed up on leads and pending quotes, and maintained strong client relationships to support sales growth.
• Handled inbound customer inquiries and outbound follow-ups regarding products, quotations, orders, and service requests.
• Resolved customer concerns by coordinating with technical teams, warehouse personnel, procurement, and internal departments to ensure timely solutions.
• Maintained accurate sales and customer records using SAP and CRM systems to support order tracking, reporting, and customer management.
• Assisted with showroom presentation, product labelling, and provided customer feedback insights to support service improvements.
• Coordinated special order fulfilment by liaising with procurement and warehouse teams to support timely delivery and customer satisfaction.

GRADUATE TRAINEE - MEGHA MARKETING E.A LTD - SHIMANZI, MOMBASA COUNTY

(2025-07 - 2026-05)

• Managed end-to-end sales processes for residential and commercial clients, including product consultations, quotations, order processing, payment, collection, and delivery coordination.
• Guided customers in selecting construction materials based on project requirements, functionality, design preferences, and budget considerations.
• Prepared sales quotations, followed up on leads and pending quotes, and maintained strong client relationships to support sales growth.
• Handled inbound customer inquiries and outbound follow-ups regarding products, quotations, orders, and service requests.
• Resolved customer concerns by coordinating with technical teams, warehouse personnel, procurement, and internal departments to ensure timely solutions.
• Maintained accurate sales and customer records using SAP and CRM systems to support order tracking, reporting, and customer management.
• Assisted with showroom presentation, product labelling, and provided customer feedback insights to support service improvements.
• Coordinated special order fulfilment by liaising with procurement and warehouse teams to support timely delivery and customer satisfaction.

CONTACT CENTER AGENT GLOVO CAMPAIGN-SPAIN - TELESKY LTD - PARKLANDS, NAIROBI COUNTY

(2025-06 - 2025-06)

Customer Service Representative – Glovo Spain Campaign | TeleSky Ltd

• Verified courier legal documentation to support onboarding and compliance requirements for the Glovo Spain campaign.
• Reviewed submitted documents for accuracy, completeness, and adherence to required standards.
• Maintained and updated verification records using Microsoft Excel to track document status and support reporting.
• Handled high-volume document processing while maintaining attention to detail and data accuracy.
• Supported efficient back-office operations by identifying missing or invalid documentation and ensuring timely follow-up.

CONTACT CENTER AGENT AMERIGAS CAMPAIGN - CCI KENYA - TATU CITY, KIAMBU COUNTY

(2024-10 - 2025-02)

• Responded to customer inquiries regarding AmeriGas LPG products and services, including pricing, availability, deliveries, cylinder exchanges, and service options.
• Created, scheduled, modified, and cancelled propane delivery and cylinder exchange orders based on customer needs.
• Handled billing inquiries, explained account history, assisted with payment arrangements, and guided customers through payment processes.
• Supported account setup, onboarding, profile updates, and troubleshooting of online account access issues.
• Addressed LPG safety and emergency-related inquiries, provided guidance, and escalated urgent cases to appropriate teams.
• Transferred customers to specialized departments and escalated complex cases requiring further investigation by operations teams.
• Assisted customers with locating refill and exchange locations while providing accurate service information.
• Processed eligible fee waivers to support customer satisfaction and retention.
• Maintained accurate records of customer interactions, resolutions, receipts, and service confirmations while following SOPs and job aids.

Bachelor of Science - Agribusiness Management - University of Nairobi (2019-09 - 2023-09)