Gloria Okello
Detail-oriented professional with top skills in customer relations, problem-solving, and recordkeeping.
Talented in addressing different service and product problems with a thorough and positive style. Ready to
help with a focus on finding creative solutions to conflicts and complaints.
Professional Experience
Bolt Kenya
Customer Service Specialist
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Oversaw customer account inquiries, accurately providing information to resolve service complaints and
guarantee customer satisfaction.
Monitored customer surveys and feedback to develop corrective actions for service-related issues.
Served as a point of escalation for complex customer issues, capturing timely resolution to drive
client retention.
Maximized customer satisfaction by resolving service issues promptly.
Listened to individual complaints with an open mind and asked detailed questions to understand issues.
Followed scripts and processes to uphold brand standards.
Kept detailed records of customer interactions for future reference.
Handled high-volume telephone calls to address and resolve customer queries.
Builders Warehouse (Massmart Holdings)
Sales Consultant
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11/23 07/2025
03/20 - 03/23
Executed complete sales cycle process, from prospecting through to contract negotiations and closing.
Demonstrated products to show potential buyers the benefits and advantages, and encourage purchases.
Prepared quotes with accurate and competitive pricing to drive conversion.
Liaised with potential customers to determine needs and provide recommendations.
Conducted in-depth needs assessments for clients, recommending tailored solutions to meet their
requirements.
Actively participated in weekly sales meetings, offering insights and strategies to drive sales forward.
Documented orders and facilitated deliveries following special requests of customers to increase loyalty
and retention.
Updated product knowledge regularly through training and research, providing clients with accurate
information.
Monitored stock levels and liaised with the procurement team to ensure the availability of bestselling products.
Coordinated with the logistics team to ensure the timely delivery of products, enhancing
customer experience.
Studied competitors to identify next strategies and areas requiring improvement.
Cultivated strong client relationships through exceptional after-sales service, enhancing customer
loyalty.
Participated in sales training and workshops to amplify skills and leverage productivity.
Domaine Kenya Ltd
Sales Executive
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Closed large sales to exceed quota and align with company targets.
Managed customer relationships through consultative sales techniques to attain individual sales goals.
Contacted current and potential clients to promote, upsell, and cross-sell products and services.
Retained clients and obtained referrals by promptly resolving customer complaints, adding value,
and elevating service quality.
Shared new products and promotions with customers to encourage sales.
Advised customers on product range, price, delivery, warranties, and pro
Infinity Furniture
Administrative Assistant
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02/11 - 09/14
Planned and executed new strategies to increase sales.
Developed excellent working knowledge of industry trends and improvements in processes.
Met schedule using excellent planning and coordination skills.
Thrived in a fast-paced environment with energy and enthusiasm.
Prepared orders to deliver excellent presentation and quality standards. Prepared a range of
written communications, documents, and reports.
Resolved customer queries and problems using effective communication and providing step-by-step
solutions.
Prepared timely and accurate financial reporting and analysis.
Actively listened to customers to fully understand requests and address concerns.
Samsung Mobile Kenya
Sales Associate
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11/15 - 05/17
Created and maintained spreadsheets using Excel.
Supported staff with clerical tasks for well-maintained office administration.
Managed information on company databases for different organizational activities to track history and
safeguard accurate information.
Communicated with contractors and vendors to process orders, request maintenance services,
and deliver instructions on behalf of office management.
Answered phones and performed clerical office functions to address queries, concerns, and
issues, escalating complaints to management.
Provided administrative support, adapting proactively to team needs and aiding efficiency.
Directed incoming mail, interoffice messages, and packages to office recipients. Responded promptly
to incoming phone calls and emails for prompt, professional correspondence.
Provided comprehensive administrative support during audits, compiling required documents and
facilitating auditor requests.
Conducted inventory checks on office supplies, placing orders as necessary to prevent shortages and
disruptions.
Midcom Ltd
Channel Sales Executive
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10/17 - 09/19
09/09 - 12/10
Customized service offerings to accommodate consumer needs.
Managed customer relationships through consultative sales techniques to attain individual sales goals.
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Showcased product features and benefits to drive sales.
Liaised with potential customers to determine needs and provide recommendations.
Participated in continuous product development training to maximize sales potential.
Took stock of products and updated inventory records with new totals.
Education
University of Nairobi
Diploma In Purchasing And Supplies Management
06/15 - 07/17
Goethe Institute
Certificate Level 1 In German
05/12 - 07/12
Key Skills
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Communication skills
Microsoft and CRM tools
Task and time management skills
Negotiation skills
Email organization skills
Problem-solving and decision-making
