Jullie Gathiru

Work History

Pyypl Kenya

08.2023 - Current

Enhanced customer satisfaction by implementing a streamlined feedback system.
Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
Led the creation of knowledge base articles and FAQs that addressed commonly-faced challenges faced by customers, enabling them to quickly find answers independently when needed.
Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
Introduced self-service options for common queries, freeing up staff to focus on more complex cases and proactive efforts.
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Jumia Kenya Ltd

11.2021 - 12.2022

Delivered exceptional customer service by resolving client concerns quickly and efficiently.
Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
Monitored competitor activity within the industry, adjusting strategies accordingly to maintain a competitive edge in key accounts management.
Optimized processes related to order placement and fulfillment by streamlining workflows between sales teams and other departments within the organization.
Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
Expanded key account base by identifying and cultivating new business opportunities.
Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.

Standard Group PLC

05.2021 - 11.2021

Collaborated with cross-functional teams to develop innovative solutions that met customer requirements, resulting in higher customer satisfaction.
Established long-lasting relationships with key clients through effective account management and consistent communication.
Developed customized proposals that addressed specific client needs, ultimately securing their commitment and loyalty.
Attained expert knowledge of industry competitors'' strengths and weaknesses, positioning our company''s offerings competitively in the marketplace.
Facilitated regular team meetings focused on goal-setting, progress updates, and strategy refinement for continuous improvement efforts.
Delivered compelling presentations to prospective clients, showcasing the value of company offerings and driving business growth.
Mentored junior sales executives, providing guidance on best practices and strategies for achieving success in the field.

G4S Kenya Limited

08.2015 - 07.2020

Assisted colleagues in closing deals when necessary, leveraging strong interpersonal skills to build rapport quickly even with new contacts.
Delivered high-quality proposals that showcased the unique benefits of each offering while simultaneously addressing potential objections from prospective clients.
Attended industry events and conferences to increase brand awareness while networking with potential prospects for new business opportunities.
Expanded client base through effective prospecting, lead generation, and territory management.
Developed customized sales presentations to effectively communicate the value proposition of company products or services.
Collaborated with cross-functional teams for successful product launches, ensuring seamless execution of marketing strategies.
Increased upselling opportunities by actively listening to clients'' concerns and presenting alternative products or services as viable solutions.
Retained existing customers by providing exceptional customer service and addressing any concerns or issues in a timely manner.

Track and Trace Ltd

07.2014 - 07.2015

Fostered an environment of collaboration within the sales team which encouraged knowledge sharing and group problemsolving.
Implemented CRM system improvements that streamlined lead tracking and follow-up processes, leading to higher conversion rates.
Oversaw all aspects of the sales cycle from prospecting to closing deals, ensuring a seamless experience for customers.
Optimized pricing strategies based on competitive analysis, resulting in improved profitability without sacrificing market share.
Consistently recognized as a top-performing Sales Team Leader, contributing to the overall success of the company.
Streamlined internal processes for increased efficiency in managing sales leads, proposals, and contracts.
Boosted sales performance by implementing effective team training and coaching strategies.
Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.