Stephen Kimari

Experience

• 

  Phone Xpress

  Jan 2012 - Dec 2013

  Customer Service Representative

  I'm a passionate Customer Service Representative with a proven track record of providing exceptional customer experiences. Skilled in problem-solving, empathetic communication, and efficient resolution, I thrive in dynamic environments where I can build strong customer relationships, ensure satisfaction, and exceed expectations.🔹 Customer-Centric Approach: My priority is understanding and addressing the unique needs of customers. With an empathetic and proactive mindset, I consistently deliver solutions that foster satisfaction and loyalty.🔹 Effective Communication: I excel in translating complex issues into clear and concise explanations. Whether it's over the phone, via email, or through chat support, I ensure that customers feel understood and valued.🔹 Problem Resolution: I'm adept at identifying root causes and finding creative solutions. My analytical skills help me tackle challenges head-on, resulting in prompt issue resolution and minimized customer inconvenience.🔹 Multitasking Efficiency: Managing multiple tasks and inquiries simultaneously is second nature to me. I efficiently navigate through various systems and resources to provide accurate and timely responses.🔹 Team Collaboration: I understand the importance of cross-functional collaboration in delivering holistic solutions. I actively engage with colleagues and leverage their expertise to enhance the overall customer experience.🔹 Continuous Improvement: Committed to enhancing service quality, I actively seek feedback, analyze trends, and identify opportunities for process optimization. My goal is to ensure a seamless and delightful customer journey. Show less

• 

  Unilever

  Jan 2015 - Nov 2019

  Territory Sales Manager

  Assisted staff with delivery and preparation of sales pitches to clients.set up distribution for matuu , mwingi and Garissa regions Managed a team of 25 salespeople for TaitaTaveta & North coast areas sales activities.Stayed updated on competitor activities, such as deals, product range and developments through regularresearch and networking.Stayed updated on product changes, developments and product range adjustments through regularresearch, updating developments to team when needed.Coordinated marketing plans and sales strategy to generate new business.Ensured teams continuously hit or exceeded sales targets for their territory by closely monitoring salesactivities on sentry .Designed team sales development training based on sales activities and areas requiring improvements.Effectively communicated client orders and troubleshot delivery delays with depot staff.Improved staff performance by formulating and delivering sales and customer service training.Maintained direct communication with clients, identifying needs and analysing competitor activity.Utilized Salesforce to monitor and manage staff KPI attainment.Designed and carried surveys to better understand customer needs, trends and preferences. Conductedmarket research on product trends, new and existing competitors and market share.Coordinated multichannel marketing campaign to diversify client base.Held regular team development and sales training in order to increase team talent and improve sales. Show less

• 

  Airtel Africa

  Dec 2019 - Jan 2021

  Zonal sales Manager

  Built new business partnerships to drive customer acquisition and generate revenue.Maintained detailed record of sales activities and compared trends to identify underserved areas andopportunities for improvement. Oversaw administrative team enabling front-line sales professionals to achieve quotas.Monitored competitors through multi-channel research strategies to best capitalise on market gaps oranticipate changes in customer interests. Selected, trained and performance-managed staff to handle high workload with ambitious targets. Created fresh, engaging and compelling copy for marketing and promotions. Motivated sales staff to continuously improve strategies through competitions and personalised coachingplans.Analysed current strategies for strengths and weaknesses and adjusted approaches to maintain salestrajectory.Executed successful marketing events, open houses and display shows for products.Tracked sales, click-through rates and conversion rates by marketing campaign for comparison.Coordinated with design, project management and production teams to delivery timely support to plannedcampaigns.Optimized sales methods to best acquire, develop and retain customers. Developed innovative marketingcampaigns to drive substantial sales. Show less

• 

  Wasoko

  Jan 2021 - Feb 2023

  Field Sales Manager

  Responsible for overseeing a team of sales professionals. S/he trains sales staff implementsmarketing strategies and monitors the sales team to ensure they follow proper protocol and meet sales goals.Ensures sales targets are achieved daily per route per category in terms of volume, value, and also theGross profit is realized.Builds and promotes strong, long-lasting customer relationships by partnering with them andunderstanding their needs.Understands market drivers and collaborates with both the client and internal stakeholders to overcomepotential impediments.Designs and implements a strategic business plan that expands the company's customer base and ensures its strong presence.Lists new brands and innovative products into appropriate channel and outlet segments.Holds daily morning sales team review meetings and training sessions weekly where I review the weeklyperformance with my supervisors.Holds meetings with stakeholders to drive key agendas e.g. pricing, and new product launches.Generates Sales Reports & analysis per route to understand and discuss areas of improvement andopportunities missed and guide the sales team. Show less