Irene Wanjiru Ruhiu Tel: 0713 775 011 irenewnjrm@gmail.com Professional Profile I am a stress tolerant professional with over 8 years of experience in the customer service industry. I am exceedingly skilled in supporting sales teams and customers. I have a reputation for investigating, following up and ensuring satisfaction and/or resolution on customer enquiries, orders and complaints. I am exceptionally good at communicating and dealing with people, an unbeatable command over CRM systems, MS Office applications and telephone skills. I am a dedicated team member who promises to liaise with company management to support and implement growth strategies. Education and Certifications AREAS OF EXPERTISE Bachelor in Business Management (BBA), Marketing (ongoing) St. Paul’s University, Nairobi, 2011 - 2015 Customer service Sales and marketing Diploma in Business Management Kenya Institute of Management, Nairobi, 2006 Financial management Product management Brand management Secondary Education Kenya Certificate of Secondary Education (KCSE), Pangani Girls High School, Nairobi, 1999 Product marketing Key Certifications ICDL and User Support Professional (USP) Certificate and Advanced Certificate in Computer Information Technology PROFESSIONAL Fluent in English & Swahili Computer literate PERSONAL DETAILS Irene W. Ruhiu P.O. Box: 488 - 01001 Kalimoni, Juja. Key Skills and Competencies • Tel: 0713 775 011 • irenewnjrm@gmail.com • DOB: 10/12/1981 • • Married: Yes Driving license: Yes • • • Nationality: Kenyan Consistent track record of successfully employing best business practices. Ability to improve efficiency, reduce operating costs whilst increasing productivity. Demonstrated success in product launches & execution of marketing strategies Experience of managing day to day relationship with customers. Proven ability to identify new customer opportunities. Ability to shape, produce and deliver product management plans. Experience of working within operational areas. Ability to perform qualitative and quantitative research with existing customers and potential new prospects. Employment Pan Africa Life Assurance, Kenya (2013) Executive Financial Advisor       Identified new areas for marketing Customer care operations Cross selling with new and already existing customers Ensured supply of services is not interrupted due to late payments or disputes Monthly closure of accounts and scanning of accounts documentation Experience in the planning and execution of the annual sales kickoff/Team building and other internal events. Achievements Managed to bring in 50 sales with an annual premium of 2.1 Million within 6 months REFEREES Mrs. Janet Ndung’u Relationship Manager, Institutional Banking NIC Bank Limited P.O. Box 22199-00400 Nairobi, Kenya Tel: +254 (20) 828876 Mobile: +254 0734 373 408 NIC Bank, Kenya (2012) Sales Team Leader     Ms. Knight Mukilima Retail Sales Manager Chase Bank P.O. Box 66049-00800 kmukilima@chasebank.co.ke Nairobi, Kenya Tel: +254 0715 006 593 Mobile: +254 0722 686 728      Mr. Peter Kiriro Head of Sales Chase Bank P.O. Box 66049-00800 Nairobi Kenya Tel: +254 (20)2730003/8/9 Mobile: +254 0720 122 383 0773 477 739 Provided direction and strong leadership to the team Managed a team of 8 direct sales executives in Nairobi Co-ordinated all sales activities with customers Managed, organized, implemented and coordinated sales activations and promotions effectively Planned, evaluated, implemented and provided feedback to the personal banking departments Monitored market conditions and trends and constantly gave feedback to the management Trained and equipped team members with the right skill to deliver strong business results in a dynamic and competitive market environment Managed sales discipline and routines Prepared weekly reports for the sales team. Achievements Awarded certificate of recognition for exemplary performance as a sales team leader NIC Bank, Kenya (2010) Customer Product Advisor     Identified new potential areas for marketing Cross selling with new and already existing customers Customer care operations Ensured proper filing and storage of customer records Achievements Awarded the best sales executive in 2009 Countrywide Precision Advertising & Marketing Agency, Kenya (2008) Client Relations Manager       Marketing the company’s products Ensured customer policies were implemented by the customer care/ sales team Handled customer queries Scheduled placements of advertisements for clients Received feedback from clients about products Office data management. International Renaissance Centre, Kenya (2007) Personal Assistant         Provided administrative service to the Director Managing the CSL calendar Provided administrative and logistical support for visitors and staff. Assisted in the management of Human Resource Systems Assisted in the recruitment of staff Assisted with booking travel and accommodation for visitors and visiting staff Office data management Filing personal & business documents in a systematic manner. Institute of Advanced Technology (2006) Senior Customer Care Executive      Customer relations management Provided guidance to prospective IAT clients Scheduled IAT classes Participated in budgeting for IAT Mombasa and setting yearly targets Ensured customer policies were implemented by the customer care team. Institute of Advanced Technology (2005) Customer Service Assistant     Handled customer queries Front Office Management | Managed two office staff Prepared and sent out daily reports to the head office i.e. daily revenue collection, daily registration reports and daily enquiries Organized and maintained a reliable accurate filing system.