Serphine Audi
Customer Support Specialist-|https://www.linkedin.com/in/serphineaudi/
Professional Summary:
Experienced sales professional skilled in contract management, customer relationship management,
and prospecting. Proven track record of exceeding sales targets and driving revenue growth through
strategic client acquisition and retention strategies. Adept at analyzing customer feedback and
implementing solutions to enhance customer satisfaction. Proficient in contract renewal management
and cross-selling/up-selling techniques. Experienced in customer training and onboarding, fostering
strong client relationships and loyalty. Highly adaptable to asynchronous working environments and
proficient in various software tools including G-Suite, Slack, Asana, HubSpot, and Zendesk. Dedicated
to delivering exceptional service and driving organizational success.
Technical Skills:
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Contract & Account Management
Customer Relationship Management
Prospecting & Negotiation
Customer Retention Strategies
Contract Renewal Management
Customer Feedback Analysis
· Customer Training and Onboarding
· Account Expansion, Cross-selling & Upselling
· Cultural Sensitivity & Asynchronous
working
· G-Suite, Slack, Asana, HubSpot, Zendesk
Professional Experience:
Direct Sales Executive |I&M Bank (January 2023 to Feb 2025)
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Managed sales pipeline, consistently meeting and exceeding product objectives for both retail
and corporate clients, achieving a closure rate of 90%.
Utilized data mining techniques to generate high-quality leads, resulting in a 25% increase in
lead conversion rates.
Spearheaded channel and merchant acquisition efforts, introducing alternative banking
channels like mobile banking and Internet banking to clients, expanding market reach by 30%.
Developed and delivered sales presentations to organizational decision-makers, resulting in a
15% increase in client acquisition and revenue growth.
Provided comprehensive sales reporting to senior management on a weekly, monthly, and
quarterly basis, facilitating accurate forecasting and setting of new revenue targets.
Sales Representative |Lineage Ventures (June 2022 – December 2022)
● Managed the entire sales process, serving as the primary contact between Lineage Ventures
and clients, resulting in a 95% client retention rate.
● Oversaw sales processes to attract new clients and maintain relationships, leading to a 20%
increase in client acquisition and revenue growth.
● Researched and identified new market opportunities, resulting in the expansion of the client
base by 30%.
● Actively focused on customer acquisition and lead generation, resulting in a 25% increase in
qualified leads and prospect conversion rates.
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Collaborated with management on sales goals, planning, and forecasting, contributing to a
15% increase in revenue and the development of long-term business growth strategies.
Customer Service Executive |Lake Basin Development Authority (November 2020 – May 2021)
● Assisted in fish harvesting, grading, packaging, and breeding processes, ensuring quality
standards were met, resulting in a 20% increase in productivity.
● Conducted marketing activities for fish and fish products, expanding market reach by 25% and
increasing sales revenue.
● Supported fish stock assessment and data management efforts, improving information
accuracy by 30%.
● Contributed to fish nutrition and feeding programs, optimizing feed usage efficiency by 15%.
● Managed fish disease and health protocols, reducing mortality rates by 10% through proactive
health management strategies.
Customer Support Intern |Anglican Development Services (April 2019 – October 2019)
● Integrated early childhood care and development projects, ensuring comprehensive support
for children's well-being and education.
● Facilitated the establishment and training of common interest groups and community
resource persons, empowering communities for sustainable development.
● Prepared and presented monthly reports, enhancing program transparency and
accountability.
● Attended stakeholder forums to gather insights and perspectives, contributing to program
effectiveness and adaptation.
● Promoted linkages between community structures, resource persons, and government
departments, fostering collaborative support and improving community initiatives.
Education:
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Bachelor of Science |Agri Business Management |Maseno University
Certifications:
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Customer Management |LinkedIn Learning
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