Charles Gichangi
Niagara Falls,Ontario
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Safaricom
Westlands, Nairobi
09.2016 - 07.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Updated databases with new and modified customer data.
- Strengthened customer retention by offering discount options.
- Led on- and off-site customer support teams across multiple time zones.
- Surpassed sales goals through implementation of successful marketing strategies.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided top quality control and eliminated downtime to maximize revenue.
- Mentored junior team members and managed employee relationships.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Worked with cross-functional teams to achieve goals.
Sales Executive
AIRTEL NETWORK KENYA LTD
Maua, Meru
02.2012 - 06.2016
- Placed special orders or called other stores to find desired items.
- Sourced new sales opportunities through inbound lead follow-up.
- Negotiated contracts with clients on behalf of the company.
- Answered store and merchandise questions and led customers to wanted items.
- Ticketed, arranged and displayed merchandise to promote sales.
- Contacted existing customers or clients to gather testimonials and evidence to support sales proposals.
- Responded promptly to inquiries from potential customers about product features or pricing plans.
- Identified product or service improvements by remaining current on industry trends, market activities and competitors.
- Analyzed market trends and competitive landscape to identify opportunities for growth.
- Created marketing materials, such as brochures, flyers, and newsletters, to promote products or services.
- Generated reports summarizing sales performance metrics and presented findings to management team.
- Prepared presentations, proposals and sales contracts for existing and potential accounts.
- Organized promotional activities such as trade shows or webinars aimed at increasing brand awareness.
- Generated leads and solicited new opportunities by leveraging business intelligence and third-party data sources.
- Managed a team of 5-10 sales representatives by providing guidance on best practices in salesmanship.
- Utilized CRM software to track leads and manage accounts throughout the sales cycle.
- Maintained records related to sales for store management.
- Delivered products to customer locations on time.
- Planned and completed group projects, working smoothly with others.
- Modified existing software systems to enhance performance and add new features.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
Education
Bachelor of Science - Information And Communication Technology
University of Nairobi
Nairobi, Kenya12.2018
High School Diploma -
Kerugoya Boys High School
Kerugoya, Kenya11.2006
Skills
- Inbound and Outbound Calling
- Complaint Resolution
- Data Collection
- Report Generation
- Information Security
- Data Entry
- Paperwork Processing
- Consultative Sales
- Adaptive Team Player
- CRM Software
Timeline
Customer Service Representative
Safaricom
09.2016 - 07.2023
Sales Executive
AIRTEL NETWORK KENYA LTD
02.2012 - 06.2016
Bachelor of Science - Information And Communication Technology
University of Nairobi
High School Diploma -
Kerugoya Boys High School