Tevin Kinyua
Nairobi
Summary
Accomplished Customer Service and Sales Representative with extensive experience in managing client enquiries, optimising customer engagement, and driving sales growth. Demonstrated expertise in problem-solving, complaint resolution, and relationship building, consistently achieving high customer satisfaction scores and exceeding sales targets. Proficient in CRM tools, MS Excel, Google Workspace, and communication platforms such as Teams and Zoom. Recognised for exceptional negotiation skills and the ability to identify customer needs to present tailored solutions. Career goal: to leverage strong interpersonal skills and sales acumen to enhance customer experiences and drive business success.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Mozzart
03.2022 - 06.2023
- Handled approximately 200 inbound & outbound calls on a daily basis while ensuring an AHT of 3min, overall customer satisfaction score (CSAT) of 95.9% and call success rate of above 99%.
- Responded to general enquiries about Mozzart products, services and processes while identifying and assessing Customer needs to achieve first-call resolution, satisfaction and retention.
- Managed client enquiries and complaints across all touch points, ensuring resolution within the stipulated service level agreement.
- Improved customer satisfaction scores (CSAT) by 10% through proactive follow-up on inquiries and complaints.
- Conducted follow up calls and emails on open cases resulting in 0 % unresolved complaints / inquiries.
- Optimised customer engagement and grew loyalty through tailored experiences and thoughtful solutions.
- Consistently exceeded key performance metrics such as Average Handle Time, First Call Resolution, CSAT and Quality set expectations.
- Achieved monthly Call quality score of 95% from evaluated customer conversations.
- Logged customer interactions in the CRM, ensuring data accuracy rate of 95%.
- Improved service experience by demonstrating professionalism and empathy to address individual client needs effectively.
- Recognized for showing expertise in identifying customer needs and presenting appropriate products to potential clients.
- Consistently achieved 90%+ of monthly sales targets for 11 consecutive months.
- Supported fellow Customer Experience Representatives, contributing to enhanced team performance and efficiency.
Sales Representative
Odds and Ends
09.2020 - 01.2022
- Presented the company products (furniture, tiles, carpet bathroom furniture, fabric bathroom accessories) to potential customers demonstrating clear business value, engaging in negotiations and closing the deal.
- Maximised home furniture sales and profitability by negotiating effectively and motivating customers to purchase.
- Increased revenue and sales of tiles and carpets by managing client negotiations, generating leads, qualifying prospects, and overseeing product sales.
- Utilized solution / consultative sales skills to assess client needs and offer value driven business solutions.
- Managed the sales pipeline through CRM system to accurately measure sales performance and leads generated and built adequate levels of orders to fulfil budgeted volumes.
- Prepared accurate quotations, ensuring prospective clients understood product pricing to enhance customer satisfaction and retention.
- Attracted customers by promoting the product and company positively, answering questions and addressing concerns as they arise.
- Consistently updated customers on sales order progress, responded and resolved customer queries in a timely manner to ensure customer satisfaction and retention.
- Exceeded customer satisfaction goals by 15%, through strong positive relationships with customers and innovative service solutions.
- Collected customer feedback through Outbound calls to ensure that Tiles and Carpets products meet customer expectations.
- Recognised for hitting revenue targets, having highest positive customer feedback rankings and highest number of new key accounts on board.
Sales Representative
Jack Of All International
01.2015 - 07.2015
- Achieved company targets by implementing successful sales strategies.
- Built exceptional customer satisfaction by delivering friendly service.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Trained in sales and marketing, developed skills in effectively communicating and promoting ideas to clients.
Education
Flight Dispatch -
Capital Connect Aviation
Nairobi01-2019
Bachelor in Commerce - Marketing
University of Nairobi
Nairobi01-2018
Kenya Certificate of Secondary Education -
St. Elizabeth Boys Karen
Nairobi01-2013
Skills
- Accomplished Customer Service and Sales Representative with extensive experience in managing client enquiries, optimising customer engagement, and driving sales growth
- Demonstrated expertise in problem-solving, complaint resolution, and relationship building, consistently achieving high customer satisfaction scores and exceeding sales targets
- Proficient in CRM tools, MS Excel, Google Workspace, and communication platforms such as Teams and Zoom
- Recognised for exceptional negotiation skills and the ability to identify customer needs to present tailored solutions
- Customer relationship management
- Customer engagement
Languages
English (Fluent)
References
- Asaph Muthoni, Supervisor, Mozzart Bet, +254 706 688 491
- Terrence Njue, Sales Manager, Odds and Ends, +254 725 590 77
- Robert Kaugi, CEO, Jack Of All International, +254 722 513 579
Hobbies and Interests
- Supporting community wellbeing
- Continuous personal development
- Learning new skills in health and social care
Availability
Immediate / Flexible shifts including weekends and nights
Timeline
Customer Service Representative
Mozzart
03.2022 - 06.2023
Sales Representative
Odds and Ends
09.2020 - 01.2022
Sales Representative
Jack Of All International
01.2015 - 07.2015
Flight Dispatch -
Capital Connect Aviation
Bachelor in Commerce - Marketing
University of Nairobi
Kenya Certificate of Secondary Education -
St. Elizabeth Boys Karen