Vivian Muthoni Mugao

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Customer Retention Shop Executive

M-KOPA Solar

Nov 2023 - Current (3 years)

• Implemented strategiesto boostcustomerloyaltyand satisfaction • Reduced responsetimes, enhancingoverallcustomerexperience • Collaborated with theSales Manageron promotions, driving revenuegrowth • Maintained high customersatisfaction through exceptionalservice. • Managetoserve approximately30to45 customerin a dayattheshop. • Established long-term client relationshipsthrough consistentdeliveryofhigh quality productsand services. • Enhanced customersatisfaction bystreamliningcommunication channelsand improving responsetimes. • Developed innovativesolutionsto complex problems, resultingin improved organizational performance. • Optimized operationalefficiency by redesigning processes,systems, and workspacesforincreased productivity.

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Enrolment Specialist & Sales Team Lead

Humanitarian Global Institute

Oct 2023 - Feb 2024 (5 months)

• Led enrollment and sales strategies, increasing revenue using Zoho CRM & data analytics • Trained and managed a high-performing sales team to exceed targets • Built partnerships with NGOs, corporations, and government agencies • Provided exceptional customerservice, ensuring smooth enrollment experiences • Collaborated with cross-functional teams to achieve project goals on time and within budget. • Followed all company policies and procedures to deliver quality work. • Championed the adoption of new software tools that streamlined workflows across multiple departments. • Restructured customerservice process, ensuring quicker response times. • Led quality assurance efforts, maintaining high standards for all products and services

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Non-Voice Customer Chat Support Agent

M-KOPA Solar

Jul 2023 - Oct 2023 (4 months)

• Assisted customers via live chat and email support, resolving issues efficiently.
• Handled account queries and basic technical support.
• Educated customers on product features and benefits.
• Managed approximately 300 and above chats and emails per day from customers.
• Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
• Participated in regular training sessions to stay updated on the latest product developments and industry trends.
• Enhanced customer satisfaction by effectively addressing and resolving support issues.
• Delivered professional phone and email support, maintaining a consistently positive tone througho

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Outbound Telesales Agent

M-KOPA Solar

May 2022 - Jul 2023 (1 year 3 months)

• Upsold products to existing customers, increasing sales revenue • Exceeded conversion targets through strategic customer engagement • Maintained high call quality and productivity standards • Made average of 160 outbound and inbound calls per day. • Attained in 75% sales targets on weekly basis.

Customer Service & Loan Analyst Officer

Apollo Agriculture

Mar 2022 - Apr 2022 (2 months)

• Processed loan applications and managed a diverse commercial loan portfolio.
• Reduced processing time by implementing efficient verification methods.
• Ensured high customer satisfaction through quality service while consistently adhering to established company guidelines and policies.
• Actively participated in networking events, fostering new business opportunities and strengthening existing relationships with clients and industry professionals.
• Streamlined loan application procedures for enhanced client satisfaction and faster processing times.
• Ensured compliance with regulatory standards by diligently reviewing documentation and loan data.
• Maintained detailed records of all transactions

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Tele-sales Call Centre Agent & Credit Officer

Momentum Credit Limited

Jul 2021 - Mar 2022 (9 months)

• Promoted financial products and insurance services, driving customer adoption.
• Developed strong client relationships, increasing repeat business.
• Provided expert guidance on loans and financing options.
• Informed clients of policies and procedures.
• De-escalated and resolved customer complaints with punctual, polite, and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Leveraged CRM software to track client interactions and identify sales opportunities.
• Enhanced strategic planning skills by engaging customers effectively over the phone, clearly explaining produ

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Sales, Marketing and customer service executive

Feb 2020 - Oct 2020 (9 months)

Successfully managed outbound calls daily, ensuring timely communication with potential clients. Actively engaged in new sales acquisition through a multi-channel approach, resulting in increased leads generated. Surpassed productivity standards, maintaining high accuracy and effectively managing departmental and individual backlog. Investigated and resolved customer queries promptly, achieving a high resolution rate. Conducted thorough market research before initiating the sales process, leading to increased identification of suitable clients. Maintained strong professional relationships with internal and external customers, contributing to improved overall customer satisfaction. Regularly reported workload statistics, improving transparen

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Consultants/ Finance Executive

Richemele International

May 2017 - Jan 2019 (1 year 9 months)

Led successful sales and marketing initiatives that drove a substantial increase in revenue, contributing significantly to the company's financial growth. Represented the organisation as a master trainer during the KEPSA Ajira program in Meru, enhancing the organisation's visibility and reputation. Excelled in account assistant duties, including data entry and QuickBooks management, enhancing financial data accuracy. Nurtured professional relationships with internal and external stakeholders, achieving high satisfaction rates in stakeholder interactions. Negotiated and closed numerous deals, expanding the organisation's client base and revenue. Maintained meticulous bookkeeping and managed petty cash responsibly, ensuring efficient financia

Vivian Muthoni Mugao

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Vivian Muthoni Mugao

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