Rita Kiloo
Fargo,ND
Summary
Competent and results oriented Professional with 10 + years’ work experience in Customer experience management and Office Administration at Management / Supervisory level within a busy office environment.
Overview
18
18
years of professional experience
Work History
SALES & MARKETING LEAD
Jennels Beddings and Household
Nairobi, Nairobi
09.2018 - 11.2023
- Successfully marketed beddings and household items to customers
- Optimized engagement on WhatsApp, Facebook, and Instagram through effective social media management.
- Utilized client feedback to enhance work effectiveness
- Maintained timeliness in delivering and processing ordered items
- Ensured high product quality and provided excellent service to retain clients
CUSTOMER RELATIONS OFFICER
Stima Investment Co-operative Society
Nairobi, Nairobi
11.2014 - 08.2018
- Enhanced customer loyalty through proficient management of client relationships and prompt resolution of concerns.
- Utilized techniques and tools for precise, reliable, and thorough information provision. Promptly resolved customer complaints with appropriate resolutions within designated timelines.
- Demonstrated exceptional call management skills while providing excellent customer service
- Drove business growth by successfully growing the client portfolio and consistently maintaining superior customer satisfaction.
- Collaborated closely with management to identify customer requirements, concerns, market competition, and new business prospects.
- Streamlined customer service procedures for marketing/customer service teams and cross-functional departments
- Lead contact and manager- Diaspora clients
- Exceeded expectations in satisfying the diaspora clientele by effectively addressing and responding to their requests and inquiries
- As the Business Development Manager (June – August 2017), successfully oversaw sales and completion for Isinya Valley land, ensuring its timely delivery within a period of 2.5 months while attaining title releases within 6 months post-completion.
- Reviewed staff performance to identify areas for improvement and developed targeted training sessions.
CUSTOMER CARE MANAGER
KickStart International
04.2013 - 06.2014
- Formulated strategic operational objectives aligned with the corporate plan and executed customer service policies, procedures, standards.
- Conducted outbound surveys to assess pump status and get sales referrals, while tracking clients through CRM.
- Effectively communicated new marketing plans, products, services, and promotions to internal and external customers.
- Administered the LayAway Mobile Financial Service
- Created and managed a network of contacts from similar organizations and collaborators
- Lead contact person in pursuing partnerships with Farm Concern; SMEP; Hand in Hand
- Guided customer care personnel in effectively resolving difficult or complex issues
- Conducted interviews, selection processes, and performance evaluations for customer care personnel and sales staff in collaboration with the HR and Marketing Manager.
CUSTOMER CARE OFFICER
KickStart International
01.2007 - 03.2013
- Incorporated CRM technology for targeted mass messaging initiatives, successfully increasing sales through improved customer engagement.
- Streamlined the process for tracking and routing enquiries through effective system implementation
- Demonstrated commitment to promptly executing payments on LayAway Mobile Financial Service
- Performed market tracking, enabling informed decision-making for sales/marketing and management teams.
- Managed interactions and task organization across head-office, logistics, and sales teams.
- Ensured adequate stocks in dealer shops through regular submission of status reports
- Optimized workflow by successfully implementing ERP system for sales order processing, eliminating excessive paperwork
- Collaborated with the Marketing & Innovations department to develop new innovations like The Deep Lift Pump based on constructive feedback.
- Maintained high levels of customer satisfaction by consistently delivering on promises and providing excellent experiences across all stages of the customer journey.
ADMINISTRATIVE ASSISTANT- Western Regional Office
KickStart International
03.2006 - 12.2006
- Managed administrative systems effectively by implementing secure filing methods and ensuring routine maintenance
- Ensured seamless communication flow among regional team leaders and dealers
- Administered petty cash transactions and monitored office funds
- Achieved customer satisfaction by promptly responding to client issues, forwarding messages accurately, and ensuring timely appointment confirmations
- Devised and streamlined office operations, optimizing paper flow and organizing paperwork, documents and computer-based information
- Implemented a streamlined system to receive and file physical mail, resulting in enhanced efficiency and elimination of delays in time-sensitive matters
- Effectively addressed all Human Resource and Administrative issues in a timely manner.
Education
Higher Diploma in Human Resource Management - HR
Institute of Human Resource Management Kenya (IHRMK)
01-2008
Bachelor of Arts-Social Sciences (Sociology & Economics) - Social Sciences
Catholic University of Eastern Africa
01.2002
Kenya Certificate of Secondary Education (KCSE), Kathiani High School
11-1997
Other Positions Held
- Acting Business Development & Marketing Manager- Stima Investment Co-operative Society (06/2017 - 08/2017)
- Vice- Chairperson to the Approtec Sacco Society (2012 - 2017)
- Secretary to Stima Investment Welfare Association (2015)
- Chairperson – Women’s League KickStart International (2013 - 2014)
- Member of the Steering Committee of Operations Kenya Program (SCOOP) (2012 - 2014)
- Program Assistant, Daraja Civic Initiatives Forum (04/2004 – 02/2006)
- Research Assistant, Africa Network Campaign on Education for All (ANCEFA) (06/2005)
Competencies Skills
- Working knowledge of multiple functions including customer care, sales, marketing and business development.
- Proven track record of building customer value through strong relationships, resolving and reducing customer complaints and meeting customer service level expectations through team leadership / coaching and customer experience / expectation management.
- Skills and expertise in increasing organization’s market share, customer acquisition, retention and maximizing profits through customer experience management.
- Expertise in generating new business while ensuring provision of high quality standards of Customer experience in order to attract, retain and grow wallet share for increased sustainable business and optimizing resources.
- Experienced in providing direction, guidance, coaching and leadership to direct reports while ensuring general staff wellbeing and maintain industrial relations.
- Expertise in handling a wide range of Office Administrative support tasks.
- Excellent people management, interpersonal, negotiation, conflict management, communication and presentation skills.
- Ability to prioritize/organize work independently, meet deadlines and work under pressure with minimum supervision and high level of accuracy.
- Proficiency in working with Microsoft Office Applications, ERP systems, multiple tabs and browsers efficiently.
References
- Moses Omusamia, Former ICT Manager, Stima Investment Co-operative Society, +254 (0) 722 460 093, momusamia@gmail.com, Nairobi
- Kevina Nyambura, Human Resource Consultant, Fanisi HR Solutions, +254 (0) 720 573 198, kevina@fanisi.net, Nairobi
Training
- Customer Service Leadership & Excellence- Co-op Consultancy (2017)
- Sales Training – MUA (2016)
- Customer Service Leadership & Excellence- MUA (2016)
- Customer Service training conducted by Federation of Kenya Employers (2010)
- In-house training course on Strategic Sales and Performance Management conducted by KickStart Management (2008)
Accomplishments
- Acting Business Development & Marketing Manager-Stima Investment Co-operative Society June-August 2017
- Vice Chairperson Approtec Sacco Society 2012-2017
- Secretary-Stima Investment Welfare Association- 2015
- Chairperson-Women's League KickStart International 2013-2014
- Member of the Steering Committee of Operations Kenya Progam (SCOOP) 2012-2014
Timeline
SALES & MARKETING LEAD
Jennels Beddings and Household
09.2018 - 11.2023
CUSTOMER RELATIONS OFFICER
Stima Investment Co-operative Society
11.2014 - 08.2018
CUSTOMER CARE MANAGER
KickStart International
04.2013 - 06.2014
CUSTOMER CARE OFFICER
KickStart International
01.2007 - 03.2013
ADMINISTRATIVE ASSISTANT- Western Regional Office
KickStart International
03.2006 - 12.2006
Higher Diploma in Human Resource Management - HR
Institute of Human Resource Management Kenya (IHRMK)
Bachelor of Arts-Social Sciences (Sociology & Economics) - Social Sciences
Catholic University of Eastern Africa
Kenya Certificate of Secondary Education (KCSE), Kathiani High School
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