Richard GUREJE

· Handled over 30 customer requests daily with friendly, knowledgeable customer service and support, achieving an average customer satisfaction rating of 95%.

· Offered detailed advice on product and service benefits.

· Employed active listening and product expertise to successfully resolve inbound queries, maintaining a resolution rate of 95% within defined SLAs.

· Shared customer feedback and suggested improvements to enhance team performance, showcasing collaboration and leadership abilities.

· Worked with call handling technology to respond to increased customers within target timeframes, maintaining an average response time of under 2 minutes.

· Recorded and processed customer data accurately, ensuring a data accuracy rate of 98%.

· Investigated customer queries and responded within defined SLAs, offering prompt solutions to maintain a customer satisfaction rate of 90%.

· Followed scripts when answering common customer questions.

· Set appointments with field teams to carry out service changes or deliver new products, resulting in a 10% increase in on-time service delivery.

· Activated facility management operations across two sites, overseeing day-to-day activities and ensuring smooth operations with zero major disruptions.

· Developed and implemented a planned preventive maintenance schedule, resulting in 95% on-time completion of building and equipment maintenance, repairs, and services within budget (measurable statistic).

· Project managed external contractors for minor to major civil works, achieving a 10% reduction in project timelines and minimizing business disruptions.

· Ensured compliance with health and safety regulations, conducting regular hazard awareness training and maintaining a safety compliance rate of 100%.

· Oversaw equipment installation, maintenance, and repair, achieving an average uptime rate of 98% for all facility equipment.

· Consistently met and exceeded client acquisition targets, driving a 20% increase in revenue and securing 15% more pipeline opportunities.

· Conducted market analysis to effectively communicate the unique value proposition of products, resulting in a 10% increase in market share.

· Maximized sales opportunities, applying social selling techniques to increase prospect and client engagement, resulting in a 15% increase in sales conversions.

· Fostered customer loyalty and repeat business, leading to a 25% increase in customer retention and a 10% growth in customer lifetime value.

· Provided clear, accurate pricing information to customers, resulting in a 15% decrease in pricing-related queries.

· Reviewed customer feedback to enhance service delivery, implementing improvements that led to a 10% increase in customer satisfaction ratings.

· Identified and pursued valuable business opportunities, generating a 15% increase in company revenue and improving bottom-line profit by 10%.

· Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.

· Created strategic and tactical sales initiatives, leading to a 10% increase in sales volume and a 15% growth in market share.

· Implemented successful approaches to revitalize underperforming product lines, resulting in a 10% increase in revenue from those products.

· Developed new proposals, contracts, and procedures to draw in more clients and streamline work operations.

· Utilized market trends, mission priorities, and customer goals to envision, shape, and close new opportunities.

· Cultivated cross-functional partnerships with sales and support teams, achieving 100% of assigned targets consistently.

· Stayed current on company offerings and industry trends, leading to a 15% increase in product knowledge and customer engagement.

· Met with customers to discuss and ascertain needs, tailor solutions, and close deals, achieving a 20% increase in sales conversion rates.

· Worked independently with minimal supervision, consistently achieving personal quotas and exceeding targets by 15%.

· Performed root cause analysis, created corrective plans of action, and furnished objective evidence, resulting in a 10% improvement in sales efficiency.

· Contributed to event marketing, sales, and brand promotion, increasing customer awareness by 20% and generating 25% more leads.