Kevin Mulima Litswa
Sales Officer, Account Manager, Customer Engagement expert
Doha
Summary
Client-focused Client Service Associate offering over 10 years of experience managing key accounts to deliver superior service, sales and marketing, Proficient in MS office. Expertise in providing client support, maintaining files and records and preparing quantitative, comparative performance evaluations reports, key relationships. Committed to collaborating with associates and management to achieve business objectives. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Client Service Specialist
The Look Company
Doha
09.2020 - Current
- Provided knowledgeable service and support for all customer needs.
- Accepted and processed payments, updated accounts and issued receipts.
- Supported projects with advanced skills in document management, customer relations and reporting.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking.
- Called existing and prospective customers to evaluate desires and offer branding options and opportunities
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Connected with clients through consultative sales strategies to understand and address requirements.
- Communicated with clients regarding account services, statements, and balances.
- Maintained and managed customer files and databases.
- Managed master calendar by scheduling and confirming appointments.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
Key Account Manager
Qatar Airways
Doha
03.2017 - 05.2020
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Analyzed key competitors to respond to competitive threats.
- Analyzed sales to manage life cycle of product, inventory models and selling rates.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Supported sales and reporting for large and medium-sized accounts.
- Facilitated sale of product and services to customers.
- Built and cultivated long-term quality relationships with over 65 clients by addressing needs and providing superior customer service.
- Attended monthly sales meetings and quarterly sales trainings.
- Recorded accurate and efficient records in customer database.
- Produced regular customer feedback reports for review by assistant manager.
- Served customers with knowledgeable, friendly support at every customer touch points
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Account Manager, Inside Sales
Kenya Airways
Nairobi
07.2012 - 12.2016
- Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Exceeded targeted sales goals through continuous pursuit of new sales opportunities and expert closing of customer deals, increased sales by 23% in 6 months.
- Analyzed key competitors to respond to competitive threats.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Liaised with external customers and internal departments to provide and gather information enabling customer requirements to be met.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Created and updated customer accounts with relevant information.
- Used digital methods and traditional telephone approaches to generate sales leads.
- Developed innovative and creative sales pitches to expand prospect understanding of company.
- Managed book of business to maintain positive relationships and make effective financial or client-related decisions.
- Set up new accounts, established customer credit and set up payment methods.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Capitalized on emerging trends to reap benefits during growth stages.
Education
PGA Marketing Degree - Marketing
07.2017 - 12.2019
- Received Marketing Certificate
No Degree - Computer Studies
01.2015 - 01.2016
Skills
Documentation skills
undefinedCertification
B2B sales foundations
Timeline
Client Service Specialist - The Look Company
09.2020 - Current
Sales Management
08-2020
B2B sales foundations
07-2020
University Of Liverpool - PGA Marketing Degree, Marketing
07.2017 - 12.2019
Key Account Manager - Qatar Airways
03.2017 - 05.2020
Institute of Advanced Technology - No Degree, Computer Studies
01.2015 - 01.2016
Account Manager, Inside Sales - Kenya Airways
07.2012 - 12.2016
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