John Paul

JOHN PAUL OTIENO Kisumu - - Objective Motivated and results-driven Client Services | Software Renewal Representative with a proven track record in customer engagement, onboarding, and lead generation. Seeking to contribute my skills and enthusiasm to a fast-growing organization, to assist in launching new markets and providing unparalleled service to customers. Experience Client Services | Software Renewal Representative | Syncfusion MAY 2023-Present Maintaining up-to-date knowledge of company products, services, and promotions, ensuring accurate and comprehensive responses to client inquiries. Overseeing a high volume of global and retail licenses, ensuring the timely and accurate execution of license renewals. Proactively initiating follow-ups with clients, facilitating smooth renewal processes, and providing essential information updates. Cultivating rapport with clients through strong interpersonal skills, resulting in heightened customer satisfaction and increased retention rates. Executing outbound calls to confirm renewals, employing effective communication and relationship-building skills while gathering essential client information. Successfully advocating the value of Syncfusion products, contributing to increased renewal rates. Conducting thorough company and employee research for client companies, enabling a personalized and informed approach in client interactions. Conducting product demonstrations and onboarding sessions for new customers, ensuring a seamless transition to Syncfusion solutions. Managing customer contacts through the entire lifecycle, with a focus on lead qualification, relationship building, and maximizing customer value. Leveraging multitasking abilities to handle a high volume of accounts, effectively prioritizing tasks for optimal efficiency. Engaging in online support activities, troubleshooting customer issues, and providing timely and effective software support. Collaborating with sales and marketing teams, actively contributing to lead management and business relationship management efforts. Addressing client inquiries via Bolddesk emails, elevating client satisfaction by promptly resolving questions related to licenses and Syncfusion products. Education Agribusiness Management | Miramar International College 2021 Bachelor of Science | Kenyatta University 2015 Skills Communication Computer Literacy Contact Centers Customer Experience Customer Satisfaction Customer Support Phone Etiquette Skilled multi-tasker Critical Thinking Problem Solving Constructive Feedback Deadline Oriented Achievements - Recognized for consistently achieving high customer satisfaction scores. - Successfully resolved 90% of customer complaints within 4 hours, exceeding company standards. - Actively contributed to team training sessions, improving overall team performance. hobbies Bike riding, leisure walks, listening to podcasts, music