EVALYNE WANJA MIMI
Nairobi | - |-
Career Profile
A resourceful, self-motivated, results driven professional with outstanding Customer Support
Champion, Data Entry Duties, Public Relations, Business Development and Sales expertise with
experience in Fintech, (Telecommunication) call center, the hospitality and luxury sector,
Human Resource, Sanitary and Hardware industry.
Expertise in customer experience, report preparation, call management, head hunting, conflict
resolution, team leadership and peer training. Able to work well both independently and as
part of a productive and dynamic team. With over 6 years of personal experience working
with multiple organizations and business owners of closely held organizations.
Ability to deliver outstanding customer experience, maintain superb relationship networks
with clients, vendors and exceed customer expectations in order to build long term loyalty.
Key Skills
Computer Skills, SaaS Applications: Microsoft
Dynamics365 CRM and Teams, Zendesk,
Cratejoy, ShipMonk, Trello, Ameyo Software,
and MS Office Suite & LinkedIn.
Marketing and Social Media Platforms.
Channel Sales Management.
B2B and B2C Sales.
Customer Service and Relations.
Operations and Events.
Recruitment & Client Management.
Professional Experience
Business Development & Customer Support, August 2021 – to date.
Fintech International, Kenya.
Reporting to the Head of Business Development & Marketing and responsible for IT & Software Core
Systems, Payments Software, Channels & Consultancy solution and services selling, identifying new
business opportunities, presales, increasing business portfolio and pipeline while building & fostering
customer relationship to achieve commercial value and company goals by inputting data on Microsoft
Dynamics 365 CRM, Email and via Calls.
Respond and send business email proposals, brochures and PowerPoint product Presentations
to potential clients.
Provide correct and complete product information for payments, channels and core system to
customers via calls, emails and Skype.
Developing and maintain business relationships with current and potential clients to generate
new business in liaison with Business Development managers.
Managed chats, emails, data entry and other interactions from existing and new customers
with product enquiries, requests, complaints and provide first level support.
Cold call leads to arrange meetings and demo presentations with potential customers to
prospect for new business.
Make accurate, rapid cost calculations by preparing and providing customers with Quotations,
Invoices, Capability Statements, detailed Proposals and Term Sheets.
Maintain customer support satisfaction by ensuring faster resolution on different technical
issues raised.
Expand presales and sales opportunities by 100% researching and identifying potential
customers in Kenya, Uganda, Malawi, Mauritius and Zimbabwe, and provide technical
information while building lasting relationships with customers.
Develop intelligence on the market Landscape and dynamics; Researching and added new
prospects of 150 clienteles from different Banks, Sacco’s and MFIs across Africa.
Raise customer invoices for AMC renewals to Finance department.
Properly record all customer interactions completely on Microsoft Dynamics CRM.
Achievements
100% retention of existing and new customers, relationship activities and maintain a low churn
rate i.e. proactive customer engagements, visits and gather client feedback.
Submitted 90% of Tenders and proposals and organize for meetings and presentation demos.
i.e. Family Bank, I&M Bank, United Bank for Africa, National Bank of Commerce Tanzania etc.
Responding to 10 tenders quarterly, RFQ, RFIs and general inquiries via email.
Maintain and provide professional attitude, excellent service, feedback, information, support
to clientele i.e United Bank for Africa, I&M Bank, Gulf African, Faulu Microfinance Bank etc. to
drive high customer satisfaction ratings within defined SLAs.
Handle complaints, provide appropriate solutions and alternatives within the time limits and
follow up to ensure fast resolution.
Customer Support & Success, April 2020 – July 2021.
New Sanhard Enterprise, Nairobi
Reporting to the Business Development Manager, I provided customer support to Wholesale & Retail
Sanitary & Hardware clients dealing with calls, emails, social media, and SMS inquiries professionally
through. i.e., G-Suite and Palmas Platform.
Listen to customer requirements and suggest items for e.g. Ceramic Plumbing Features
appropriately to make a sale.
Respond to incoming email, social media and phone enquiries.
Make accurate, rapid cost calculations and providing customers with quotations, invoices and
filing.
Perform informal and formal needs assessments for each customer to recommend appropriate
goods and services.
Develop a rapport with customers, demonstrating a friendly and helpful manner representing
a positive image of the company to put them at ease.
Accurately record sales orders on Palmas, or other information digitally or in written ETR
receipt form.
Handled dispatch operations and goods receiving.
Achievements
Assisted in developing a large pipeline for new retail and whole business opportunities in the
Engineering & Construction industry in Kenya.
Managed and maintained key strategic existing and new client relationships.
Fostered and sustained important successful business partnerships.
Created a network of 50+ clientele in the construction industry. i.e. Mushroom and Sosian
Estate Projects for building modern houses.
Customer Service Executive, March 2019 - March 2020.
Spa Dreaming Limited, Nairobi.
Reporting to the Director, I provided product/services information and resolved any problems that our
customers faced with accuracy and efficiency in the luxury industry.
Maintained relationships with clients by providing support, information, guidance;
researching, follow ups and feedback and recommending service improvements.
Retained customers by responding efficiently to customer queries, processing spa bookings
and vouchers across a number of communication channels. i.e Outlook, Facebook, Webchats
etc.
Maintained customers’ database through Trello System ensuring accurate updated
information.
Maintained quality customer service by establishing and enforcing organization standards.
Resolved customers’ complaints while identifying problems and taking appropriate corrective
action.
Demonstrated professional phone and office etiquette and manners, ensuring positive
customer feedback and continued patronage.
Provided management with input and ideas for the ICT system and website upgrade.
Responded to incoming emails, web chats, phone enquiries and provided customers with
invoices while ensuring accuracy.
Achievements
Developed and launched the company’s different front end systems and website giving
ideas/input which increased sales ensuring a direct navigation of the front-end pages for
customer’s details.
Consistently achieved a high level of customer satisfaction by exhibiting a positive attitude and
building trust, by ensuring commitments were met and expectations were exceeded by
offering additional information about the company’s products in line with customer needs and
priorities.
Contributed substantively to a high level of patron loyalty through my interpersonal skills,
length of service, personal presentation and my understanding of the personalities,
preferences and expectations of customers.
Sales & Customer Service Consultant, May 2017 – December 2018.
Middle East Consultancy Service Ltd, Nairobi.
Reporting to the Director and working for a Staffing and Senior Head-Hunting Solutions Firm, I
explained the various staffing solutions we offered and the benefits of using them.
Identified business opportunities by identifying prospects and evaluating their position in the
industry; researching and analysing sales options and making cold calls to arrange meetings.
Ensured increased sales of our HR product suite by establishing contacts and developing
relationships with prospects and recommending solutions to problems.
Identified product improvements or new products by remaining current on industry trends,
market activities, competitors and advise on forthcoming product developments and discuss
special promotions.
Prepared reports by collecting, analysing and summarizing information for the Director.
Ensured the quality of client engagement by following and adhering to company policies and
standards.
Maintained professional and technical knowledge by attending educational workshops;
reviewing professional publications; establishing personal networks; bench marking state-ofthe art practices; participating in professional societies.
Assisted in gathering new market customer information and pre-screening of resumes and
interview candidates by offering first call resolutions and ensured a smooth transition of new
candidates in their new workplaces
Facilitated face-to-face meetings with customers for product presentations.
Act as a contact between a company and ensured prompt response to general email and
telephone enquiries by clients.
Create detailed proposal documents, often as part of a formal bidding process which is largely
dictated by the prospective customers.
Achievements
Expanded client base to East African countries through cold calling to qualified prospective
customers and exceeded sales goals by leveraging strong customer service and relationship
marketing skills.
Assisted in developing pipeline for new retail business opportunities in East Africa.
Evaluated business and industry requirements implementing comprehensive assessments
mechanisms to help recognize and demand for plans and services for each existing and
prospective account.
Managed, maintained and fostered key strategic client relationships and partnerships.
Established various accounts but notably managed to get an account at Monikos Kitchen
Restaurant, where we recruited all their staff from Managers to Stewards, including artists
Avril and Kendi.
Customer Service Executive, March 2015 – April 2017.
Call Centre International (CCI Kenya), Nairobi.
Reporting to the International Retention Manager for a company that represented Sanlam Insurance
Kenya, D-Light Solar and Hello Doctor, I provided product/services information and resolved any
problems that customers were facing.
Assisted in coaching and training new team members. Assisted in supervisory roles,
contributed to team effort by accomplishing related results as needed.
Controlled inbound calls, dealing with questions efficiently, effectively and inputting and
maintained customer’s data into the CRM and Ameyo system accurately.
Gave customers the accurate advice, and after understanding their needs, up-sold, cross-sold
and tele-marketed services and turned objections into sales opportunities.
Ensured all individual and my team targets were met and facilitated the training of new
customer service representatives.
Established rapport with clients by listening, clarifying and managing conversational flow,
upset customers, resolved conflicts and mitigated challenging situations taking appropriate
corrective action.
Demonstrated professional phone etiquette and manners, improving customer feedback.
Achievements
Successfully handled 100+ accounts/calls simultaneously, without a single complaint from any
account holder and organized the influx of customers and streamlined workflows.
Recognized by Directors and promoted to Customer Service Product Brand Ambassador for a
team of 15 owing to excellence in delivering client services.
Increased customer base due to the delivery of quick service and reduced customer
complaints by establishing escalated grievance resolution procedures.
Received commendation from Supervisors and recommendation from peers by training 5 new
Customer Service Executives.
Retained big corporate clients by providing them with great customer service, incentives and
discounts i.e. Safaricom and Mshwari customers.
Educational Background
Learning & Self Development 2022:
Customer Service: Customer Relationship Management- Certificate - Udemy
Lead Generation Machine: Cold Email B2B Sales Master Course - Certificate - Udemy
Diploma in Customer Service, Nairobi Institute of Business Studies, 2019.
Diploma in Public Relations, Nairobi Institute of Business Studies, 2019.
Certificate in First Aid at Work, St. John Ambulance-Kenya, January 2021.
Certificate in Business and Marketing, Passion Biz Academy, 2018.
Certificate in Baking and Pastry, Amari Baking Centre, 2017.
Certificate in Deejaying, K-krew Deejay Campus (Kubamba), 2013.
Certificate in Chinese language (Level 1), Chinese Information and Communication Language (K) ltd,
2012.
Certificate in ICT, Mac Soft Institute, 2011.
Kenya Certificate of Secondary Education, Komothai Girls Tech. High School, 2011.
Referees
Valentine Palazzo,
Director,
Middle East Consultancy
Services Ltd,
Nairobi.
-
Rebecca Obondi,
Retention Manager,
Call Centre International (CCI
Kenya),
Nairobi.
-
Michael Munoru,
Director,
Spa Dreaming Limited,
Nairobi.
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