Sheila Hussain

  • Nairobi Nairobi
Sheila Hussain

Skills

Skills

Verbal Communication

Business Communication Skills

Time Management

Currently using my skills in my position in Rapid Communications and every other organization  that i have worked with.

Business Management

Currently advancing on my Business management skills by pursuing Association of Business Executives offered by Northpole College

Objective

I am seeking for a Marketing and Customer Care position in your company that will enable me to fully utilize my Marketing and Customer care skills and to help bring value to your organizations with my skills, also utilize my communications, organizations and problem solving skills.

Interest

Community Work

Reading Inspiration Books

Swimming

Work History

Work History
2012 - Present

Devices Sales Representative

  • Responsible for sales and marketing of mobile handsets to:
  • Distributors, SME,s SACCO,s and Network Operators  in Nairobi
  • Distributors in Western Region(Kisumu, Kericho, Kitale, Bungoma, Busia, Kakamega)
  • Managed and maintained relationships with Network operators and Dealers ensured world class customer experience.
  • Developed and implemented personal sales strategic plans. Prepared sales proposals, organized corporate presentations and client follow-up meetings.
  • Exercised a mature, diplomatic approach to resolving problematic issues; put customers at ease.
  • Cultivated strong customer relations and client loyalty as a result of dedicated customer service hence increased the sales through referral channel by 50%.
  • Worked closely with all partnered mobile operators and dealers in organizing and participating in product demos to increase product awareness and drive sales.
  • Organized and implemented promotions and market activations to increase sales.
  • Successfully imputing and managing data collected relating to customer information.
  • Ensuring quality service delivery.
  • Acquired dealers in Nairobi and the Western Region for the sales of mobile phones and ensured that they have stock, merchandise and POS materials ensuring proper branding. 
2004 - Present

Retail Shop Manager

Laikipia Lubricants
  • Manage the shop
  • Manage accounts
  • Marketing
  • Sales
  • Monitoring stocks
2011 - 2012

Qpay Customer Support Rep/Sales and Marketing

  • Responsible for marketing Qpay terminals
  • Acquiring dealers in Nairobi for the Qpay terminals.
  • Coordinated training and coaching for the Q-Pay agents through briefings and coaching ensuring quality of service
  • Distributed merchandise and POS materials to the dealers and ensured proper branding is done in the outlets.
  • Gathered information on Q-Pay service reception from the public and traders to help improve our services
  • Handling customer queries.
  • Ensuring terminals are topped up in due time
  • Coordinating with sales team to ensure clients get commissions
  • Monitored and feed backed on Q-Pay service performance and customer experience, and propose corrective actions.
  • Monitored transactions of each terminal.
  • Submitted daily transactions report in prescribed structure and reported service performance in the outlet.
  • Inform clients of down time.
2010 - 2011

Customer Care

  • In charge of Customer relations and customer queries, ensured a fast turnaround time resolving customer queries as well as after sales services offered. Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
  • Ensuring very efficient customer service at all times by providing high standard of service that always exceeds customer expectation.
  • Ensuring quality service delivery (notify customers to collect handsets once ready, communicate delays with customers).
  • Respond promptly to customer complaints.
  • Achieved acceptable customer satisfaction index.
  • Responsible for training new Customer Care Representatives.
  • Assisting with promotion activities for devices.
  • Enhance profitability through expanded customer base.
  • Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Oct 2009 - 2010

Administration

Rapid Communications Ltd

  • Ensuring staff have reported to work, if not follow up on their whereabouts and inform Human Resource manager.
  • Co-ordinate with maintenance staff to ensure office is well maintained.
  • Co-ordinate with Procurement to ensure rations, stationary is well stocked.
  • Sell to walk in clients.
  • Provide customer care services to the walk in clients.
  • Follow up on ticketing, allowances and accommodation for staff when they are travelling.
  • Responsible for CEO and his family’s travel arrangements
Mar 2008 - Dec 2008

Transcriber

Kencall

SpinVox Account:

  • Transcribing messages for Canada, USA, and Britain.

Team Captain:

  • Assisting team members with messages.

Telkom Kenya account: 

  • Logging in complains from customers
  • Escalating complains to technicians at Telkom Kenya
2006 - 2007

Sales and Customer Support Representative

Harsha Limited

  • Selling mobile handsets and airtime over the counter
  • Customer care for airtel (then celtel)/Safaricom/Telkom Kenya subscribers
  • SIM replacement
  • Handling accounts
  • Training new staff
  • Monitoring stocks
  • Keeping up with the new trends for mobile handsets in the market and promos, to ensure the outlet is stocked up with the same.
  • Managing the shop

Education

Education
Nov 2012 - Present

Association of Business executives

Northpole College (Nairobi)
Jan 2004 - Present

Mawingo College
2002 - Present

Research Innovation & Computing Agency

Computer programming

2001 - Present

Mountain Region Computer Services

  • Word Processing
  • Spreadsheet Processing
  • Database Processing
  • Quickbooks
  • Fox Pro Programming
  • Visual Basic Programming
1998 - 2000

Baylis Court School
  • Year 10 - 12 

Certifications

Certifications
Nov 2012 - Present

Association of Business Executives

North Pole College

References

References

Agnes Kimotho

Rohit Mediretta

Christine Oguna

Rapid Communications works in partnership with Mobiconnect in solutions they offer.