Agnes Macharia

Experience

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  Aztech Business Systems

  Aug 2010 - Sept 2013

  Account Assistant

  • Managed financial records, reconciliations, and reporting, ensuring compliance with accounting standards and regulatory requirements.• Prepared financial statements, balance sheets, and income reports, supporting senior management in decision-making.• Assisted in bank reconciliations, accounts payable, and accounts receivable to maintain accurate cash flow records.• Streamlined expense tracking and reporting, improving accuracy and reducing processing time for approvals.• Maintained detailed financial documentation to ensure smooth audits and regulatory compliance.• Collaborated with internal teams and external auditors, addressing discrepancies and ensuring transparency.• Identified and corrected accounting errors, improving financial data integrity and reducing reporting risks.• Supported budget preparation and cost analysis, helping optimize company expenditures. Show less

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  Smatfel BPO, Upwork

  Nov 2013 - Jun 2015

  Freelance Research and Data Entry Operator

  • Conducted detailed data research and entry projects, ensuring 99%+ accuracy.• Delivered timely, high-quality reports for business analysis and decision-making.• Maintained effective remote communication with clients to ensure project success.• Verified and cleaned data to maintain integrity and accuracy.• Assisted in organizing large datasets for market research projects.

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  Tiles and Carpet Center Ltd,

  May 2014 - Aug 2019

  Sales Executive

  • Achieved a 30% annual increase in sales revenue by enhancing client engagement and tailoring sales strategies.• Negotiated contracts and pricing agreements, ensuring smooth transactions and long-term partnerships.• Managed the end-to-end sales cycle, from prospecting to closing deals, improving overall efficiency.• Strengthened brand presence by organizing strategic product presentations and in-store demonstrations, boosting customer interest.• Collaborated with warehouse and logistics teams to ensure timely and accurate deliveries, reducing delays and improving customer satisfaction.• Built and maintained long-term customer relationships, driving repeat business and referrals.• Provided market insights and competitor analysis, helping the company refine its sales and marketing approach.• Trained and mentored new sales team members, improving overall team performance and knowledge-sharing. Show less

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  Ansar Gallery

  Sept 2019 - Dec 2022

  Customer Service In-Charge

  • Led a high-performing customer service team, improving issue resolution time by 60% through enhanced training and streamlined processes.• Developed and implemented customer support systems, ensuring seamless client interactions and faster response times.• Trained, coached, and motivated staff, boosting team productivity by 25% and enhancing service quality.• Managed team schedules, attendance, and shift approvals, optimizing workforce allocation for peak efficiency.• Handled customer escalations and complaints, resolving issues professionally while maintaining high client satisfaction.• Introduced service improvement initiatives, reducing customer wait times and increasing retention rates.• Recognized twice as Best Employee for exceptional leadership, problem-solving, and customer service excellence.• Provided detailed performance reports to senior management, offering insights for service enhancements. Show less

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  Pency Design & Decor

  Jan 2023 - Nov 2024

  Customer Success Manager

  • Drive customer engagement and retention, fostering long-term client relationships through personalized interactions and proactive support.• Manage outbound sales calls and emails, successfully converting leads into loyal customers and increasing revenue.• Collaborate with sales & marketing teams to align customer success strategies with business goals, ensuring a seamless customer journey.• Utilize CRM tools (Zendesk) to track customer interactions, streamline communication, and improve service delivery.• Analyze customer feedback and market trends to enhance product offerings and overall service quality, driving higher satisfaction rates.• Implement customer success initiatives, reducing churn and increasing retention through tailored engagement strategies.• Develop customer onboarding processes, ensuring a smooth transition and long-term value realization.• Monitor key performance metrics (KPIs) to measure customer satisfaction, identify areas for improvement, and optimize client interactions. Show less