Agripina Carla

Customer-focused and results-driven professional with over 10 years of experience in administration, customer service, and client engagement across fast-paced business environments. I bring a proven ability to manage high volumes of inquiries, streamline office operations, and deliver efficient, solution-oriented support that improves both customer satisfaction and operational performance. My strengths lie in clear communication, attention to detail, and the ability to stay organized while handling multiple priorities under pressure.

I have consistently contributed to improved service delivery, stronger client relationships, and enhanced workflow efficiency in every role I've held. I am now seeking an opportunity where I can add real value, support organizational goals, and continue delivering service excellence with professionalism and impact.

EXECUTIVE BUSINESS DEVELOPER - BRISK MARKETING - Nairobi, Kenya

(2024-01)

Business Development & Sales, Client Relationship & Account Management, Market Strategy & Business Operations

• Identifying new business opportunities through market research, referrals, networking, and lead generation to expand the customer base and increase revenue
• Prospecting and engaging potential clients through calls, emails, meetings, and presentations to convert leads into long-term business relationships
• Developing and implementing business development strategies aligned with organizational objectives to increase sales, market share, and profitability
• Preparing customized proposals, quotations, capability statements, and business presentations that address client needs and support successful bid submissions
• Negotiating pricing, service agreements, and contract terms while balancing client expectations with organizational profitability
• Monitoring sales pipelines, tracking business opportunities, and conducting timely follow-ups to maximize conversion rates and achieve sales targets
• Managing 20–30 client inquiries weekly, ensuring timely, professional, and customer-focused responses across multiple communication channels
• Building and maintaining strong relationships with new and existing clients through regular engagement, follow-ups, and exceptional customer service
• Supporting client onboarding by coordinating documentation, service implementation, and communication between clients and internal teams
• Maintaining high levels of client satisfaction by resolving issues promptly, providing accurate information, and ensuring service delivery meets agreed standards
• Conducting client meetings and needs assessments to understand business requirements, strengthen partnerships, and identify opportunities for upselling and cross-selling
• Representing the organization at networking events, business forums, and client engagements to strengthen brand visibility and generate new business opportunities
• Analyzing market trends, customer needs, competitor activities, and industry developments to identify strategic growth opportunities and emerging markets
• Gathering customer feedback and market intelligence to recommend service improvements, enhance customer experience, and support informed business decisions
• Collaborating with senior management and cross-functional teams to develop business growth strategies, improve customer retention, and achieve organizational objectives
• Coordinating with operations, finance, and marketing teams to ensure seamless service delivery, efficient project execution, and timely fulfillment of client requirements
• Collaborating with the marketing team to support promotional campaigns, digital marketing initiatives, and lead generation activities that increase brand awareness
• Maintaining accurate client records, contracts, sales documentation, CRM databases, and business development reports to support performance monitoring, forecasting, and informed decision-making
• Improved response turnaround time by approximately 25% through structured follow-up processes and efficient client communication
• Contributed to increased client acquisition by supporting proposal development and effective onboarding processes
• Strengthened client retention through proactive relationship management and responsive customer service
• Enhanced business visibility by actively participating in networking initiatives and strategic client engagements
• Maintained a high standard of client satisfaction by consistently delivering professional, timely, and solution-oriented support
• Supported the achievement of departmental sales and business growth targets through effective lead management and opportunity conversion

ADMINISTRATIVE ASSISTANT - GOLDLINK INVESTMENT LIMITED - Nairobi, Kenya

(2018-01 - 2023-12)

Administrative & Office Support, Records Management & Coordination

• Managed 15+ client and internal inquiries daily through phone, email, and in-person interactions, ensuring prompt and professional service
• Coordinated meetings, appointments, travel arrangements, and office schedules to support efficient operations
• Prepared correspondence, reports, presentations, and other administrative documents with accuracy and timeliness
• Maintained office supplies, coordinated procurement activities, and ensured the smooth running of daily office operations
• Processed incoming and outgoing correspondence while maintaining effective communication across departments
• Maintained accurate physical and electronic filing systems to support efficient document storage and retrieval
• Updated databases, administrative records, and registers while ensuring data accuracy and confidentiality
• Safeguarded confidential organizational and client information in compliance with company policies
• Coordinated administrative support across multiple departments to facilitate seamless workflow and service delivery
• Compiled reports and administrative information to support management decision-making and operational planning
• Improved document retrieval efficiency by approximately 30% through the implementation of structured filing systems
• Maintained 100% accuracy in record keeping and confidential documentation
• Supported multiple departments, reducing operational delays and improving workflow efficiency
• Enhanced administrative effectiveness by streamlining document management and office coordination processes

JUNIOR STORE MANAGER - WINDOW PLUS - Nairobi, Kenya

(2014-01 - 2018-12)

Store Operations & Sales Management, Customer Service & Team Leadership

• Managed daily store operations to ensure efficient service delivery and achievement of sales targets
• Monitored inventory levels, coordinated stock replenishment, and maintained accurate inventory records
• Prepared daily sales, inventory, and operational reports to support business performance monitoring
• Implemented stock control procedures to minimize inventory losses and improve accountability
• Provided exceptional customer service by addressing inquiries, resolving complaints, and recommending suitable products
• Supervised and trained store staff on customer service standards, sales techniques, and operational procedures
• Scheduled staff duties, monitored performance, and promoted a collaborative, customer-focused work environment
• Maintained attractive product displays and ensured compliance with company operational and customer service standards
• Increased repeat customer rates by approximately 15% through improved customer service and relationship management
• Reduced customer complaint escalations by approximately 20% through timely issue resolution and proactive customer engagement
• Trained and supervised staff, contributing to consistently high customer service standards
• Managed inventory effectively, reducing stock discrepancies and minimizing inventory losses

CUSTOMER CARE REPRESENTATIVE - MOBILE WORLD KENYA - Nairobi, Kenya

(2010-01 - 2013-12)

• Handled 40–60 customer interactions daily in a high-volume environment, and maintained customer satisfaction ratings above 90%
• Reduced issue resolution time by 20% through proactive follow-up and recognized for professionalism, empathy, and reliability

Diploma - Business Management - Zetech University