MAURINE AKINYI OUMA
Summary
Professional with strong focus on delivering results and fostering team collaboration. Skilled in sales,customer service, policy development, and client relationship management. Reliable and adaptable, ensuring alignment with changing needs. Proven ability to drive impactful outcomes in fast-paced environment.
Overview
8
8
years of professional experience
Work History
Insurance Executive
Jubilee Insurance
12.2024 - 03.2025
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Engaged in cross-selling and upselling sales practices to strengthen clients' insurance portfolios and increase agency's aggregate sales figures.
- Conducted agency sales meetings to communicate agency developments and discuss agents' sales figures and emerging opportunities.
- Guided agents through life, health, property and casualty insurance licensing and renewal processes.
Sales Associate
Ashley Furniture Homestore
08.2023 - 11.2024
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
Customer Service & Reservation Agent
Spirit Airlines
04.2020 - 05.2023
- Facilitated Flight and Hotel Bookings: Assisted customers with booking flights and reserving hotel accommodations, ensuring seamless travel arrangements
- Customer Education: Informed customers about flight offers, frequent flyer programs, and company policies to enhance their travel experience and encourage loyalty
- Email Communication: Sent timely and accurate email updates to customers regarding their flight details, promotional offers, and other relevant information
- Customer Experience Management: Delivered exceptional customer service, ensuring a positive experience throughout the customer journey
- Database Management: Entered and maintained accurate customer data in the database, ensuring information was current and easily accessible
- Online Communication: Responded to customer inquiries via chat and email, providing prompt and helpful assistance
- Customer Feedback Follow-up: Monitored and tracked guest satisfaction by reviewing emails and feedback ratings, ensuring issues were addressed promptly
- Reporting and Documentation: Completed scheduled activities, documented customer interactions, and filed reports in a timely and organized manner
Sales Executive
Techpal Africa Solutions
08.2018 - 11.2019
- Product Sales: Successfully sold products to new customers, expanding the company's customer base and increasing revenue
- Relationship Building: Developed and nurtured strong relationships with prospects, leading to long-term client engagement
- Client Consultation: Provided clients with detailed information and recommended tailored solutions to meet their needs
- Meeting Coordination: Scheduled and organized customer meetings, presentations, and demonstrations to showcase products and services
- Order Management: Prepared customer orders, and efficiently handled the receiving and distribution of mails and invoices
- Invoice Resolution: Assisted in resolving unpaid invoices, ensuring timely payment while maintaining positive client relationships
- Office Administration: Performed general office duties, including filing, documentation, and administrative support to ensure smooth operations
Customer Service Agent
Horizon Contact Centers
02.2017 - 05.2018
- Inbound Call Support: Received and handled incoming calls, providing both general and technical support to customers
- Customer Inquiry Management: Compiled and addressed customer inquiries, explained product functionalities, and resolved issues efficiently
- Quality Assurance: Maintained high levels of customer experience, adhering to the company's quality standards
- First-Call Resolution: Managed customer requests and ensured satisfaction on the first call, reducing the need for follow-up interactions
- Customer Satisfaction Surveys: Conducted Happy Calls and Customer Satisfaction Surveys to gauge customer feedback and improve service quality
- Database Management: Confirmed and updated client information in the database, ensuring data accuracy and completeness
- Escalation Process Adherence: Understood and followed the escalation procedures to address complex customer issues effectively
- Online Customer Support: Provided online support through emails, chat, and blogs, ensuring customers received timely assistance across multiple channels
Education
Diploma - Customer Service
Alison Education
03.2021
Diploma - Purchasing and Supplies Management
Kenya Institute of Management
01.2015
Skills
- Customer Service
- Complaint Handling
- Sales & Marketing
- Database Management
- Reporting & Documentation
- Merchandising
- Stock Taking
- Client consultation
- Customer relationship management
Major Accomplishments
- Promoted for Outstanding Performance: Earned a job promotion as a Sales associate due to exceptional performance and dedication to customer service.
- Top Sales Representative Recognition: Recognized as the top furniture sales representative, leading to formal appraisal and acknowledgment from management.
- High Customer Satisfaction Ratings: Consistently maintained a green performance track on the Guest Satisfaction Survey Tool, reflecting superior customer service.
- Assigned Concierge Duties: Entrusted with additional responsibilities for concierge duties , a testament to professionalism and attention to detail.
- Successful Client Meetings and Conferences: Organized and conducted meetings and conferences that attracted key clients, contributing to the organization’s growth and client retention.
- Positive Client Feedback: Received compelling emails from clients praising professionalism and exceptional service, further enhancing the company's reputation.
- Effective Complaint Resolution: Successfully resolved numerous customer complaints, leading to improved customer retention and positive feedback from both clients and management.
- Efficient Database Management: Maintained accurate and up-to-date customer data, enabling efficient reporting and decision-making processes within the organization.
Timeline
Insurance Executive
Jubilee Insurance
12.2024 - 03.2025
Sales Associate
Ashley Furniture Homestore
08.2023 - 11.2024
Customer Service & Reservation Agent
Spirit Airlines
04.2020 - 05.2023
Sales Executive
Techpal Africa Solutions
08.2018 - 11.2019
Customer Service Agent
Horizon Contact Centers
02.2017 - 05.2018
Diploma - Purchasing and Supplies Management
Kenya Institute of Management
Diploma - Customer Service
Alison Education
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