Violet Juma

Highly motivated Telesales & Customer Support Professional with 4+ years' experience in telesales, customer retention, and account management. Recognized for maintaining 90%+ customer retention, solving problems efficiently, and providing actionable market insights. A proactive, self-driven, and customer-focused individual committed to exceeding company expectations.

Telesales Agent at Wasoko Ltd (2023-01 – 2025-02)

Telesales professional focused on customer retention and sales conversion

• Achieved over 90% customer retention, surpassing the 80% target
• Conducted high-volume outbound/inbound sales calls and closed deals effectively
• Identified customer needs through active listening, improving conversion rates
• Provided detailed market insights and recommendations to stakeholders
• Resolved customer barriers using strong analytical and problem-solving skills
• Shared insights and best practices with team members for improved performance
• Exceeded monthly and quarterly sales performance targets

Customer Support / Account Manager at Wasoko Ltd (2022-08 – 2023-10)

Account management and customer support professional

• Served as main contact for client accounts, building long-term relationships
• Negotiated agreements and increased client value through solution-based selling
• Ensured timely delivery of solutions aligned with client goals
• Prepared sales forecasts, account reports, and tracked key metrics
• Identified upsell opportunities and supported sales team growth
• Handled escalations and complex issues with professionalism

Growth Representative / Receptionist at Wasoko Ltd (2020-05 – 2022-08)

Front-desk customer service and administrative support

• Managed front-desk customer service, guided clients, and handled inquiries
• Supported customer engagement and administrative duties
• Maintained a professional and organized reception environment

Diploma in Business Management – African Institute of Research And Development Studies (AIRADS) Eldoret Campus (2013 – 2015)

Certificate in Computer Packages – African Institute of Research And Development Studies (2012-01 – 2012-06)

KCSE in Secondary Education – University of Eldoret Secondary (2007 – 2010)

KCPE in Primary Education – Jireh Mount Academy (1998 – 2006)