Millicent Nkatha

My name is Millicent Nkatha, and I’m a dynamic and results-oriented Sales and Customer Service professional based in Nairobi, Kenya. With a Bachelor of Science in Banking and Finance from Jomo Kenyatta University of Agriculture and Technology, I bring both analytical insight and emotional intelligence to every role I take on.

I have hands-on experience in both the agribusiness and business process outsourcing (BPO) sectors. Currently, I work at Edirene’s Fruit Seedlings Enterprise, where I’ve been instrumental in driving rural and peri-urban sales through field visits, agricultural exhibitions, and personalized client education. I guide farmers and individual buyers in choosing the most suitable fruit seedlings, like grafted mangoes, avocados, and passion fruits, based on their specific soil and climate conditions. My ability to connect with customers, build trust, and follow up on planting progress has directly contributed to a loyal and expanding customer base.

Previously, I served as a Customer Service Representative at CCI Kenya, where I handled high volumes of inbound calls, emails, and chats. I consistently delivered empathetic, timely, and effective solutions to customer issues, often resolving concerns during the first interaction. My use of CRM systems like Salesforce and Zendesk ensured that customer records were accurate and that service delivery was seamless and data-driven.

I’m passionate about customer satisfaction and business growth, and I thrive in roles that require problem-solving, lead generation, communication, and decision-making. My emotional intelligence allows me to remain calm under pressure, while my time management and organizational skills ensure I meet or exceed performance targets.

• Named Best Sales Representative (2024) at Edirene’s for consistently exceeding monthly sales goals and maintaining strong client relationships.
• Successfully generated over 100 new leads through outreach efforts like agricultural exhibitions, market activations, and word-of-mouth referrals.
• Earned the highest CSAT score in my department at CCI Kenya, which led to a performance bonus in recognition of excellent customer satisfaction.
• Contributed to client retention and revenue growth by upselling value-added services based on customer needs.