Lydia Kemunto

I am a highly skilled professional with a diverse background in customer care, team lead and telesales, and field sales within diverse sectors. Throughout my career, I have consistently demonstrated my ability to deliver exceptional service and drive sales growth. I have a deep understanding of customer needs and preferences and excel at addressing their concerns, managing complaints, and resolving issues promptly and effectively. 

My excellent communication skills, both verbal and written, allow me to interact with customers in a professional and friendly manner, ensuring that their inquiries are addressed and their issues are resolved. What sets me apart is my strong product knowledge and my ability to stay up-to-date with the latest features, specifications, pricing, and promotions. This enables me to provide accurate and comprehensive information to customers, enhancing their customer experience. 

I am adept at utilizing various communication channels, such as phone, email, and chat, to promptly and courteously assist customers. Furthermore, I have experience leading teams and providing guidance, coaching, and support to help them achieve their sales targets. I have a proven track record of exceeding sales objectives, implementing innovative upselling and cross-selling techniques, and fostering
repeat business. 

I am skilled in utilizing customer relationship management (CRM) systems to maintain accurate customer records, track sales progress, and nurture customer relationships.
Collaboration is a key strength of mine, as I have successfully worked with internal teams in logistics, operations, and sales to ensure seamless communication and coordination in order fulfillment, delivery, and issue resolution. 

I take pride in sharing customer feedback and insights with relevant teams to drive continuous improvement and enhance the overall customer experience. I am now actively seeking a challenging role in Customer Service where I can leverage my skills and experiences to contribute to the success of a dynamic organization.

Customer Care Representative, Copia Kenya Ltd

• Provided exceptional customer service, addressing inquiries, concerns, and complaints effectively.
• Maintained high customer satisfaction through attentive and responsive service.
• Utilized CRM tools to manage customer interactions and ensure seamless service delivery.

Sales Team Lead, Copia Kenya Ltd

• Led a sales team of 15 associates to achieve and exceed sales targets.
• Developed and implemented sales strategies to drive revenue growth.
• Provided coaching and support to team members, improving overall team performance.
• Managed underperforming team members, addressing issues and improving outcomes.

Telesales Associate, Copia Kenya Ltd

• Conducted outbound sales calls to potential customers, promoting products and services.
• Achieved high conversion rates through effective communication and sales techniques.
• Maintained detailed records of sales activities and customer interactions.

Field Sales Associate, Copia Kenya Ltd

• Engaged with customers in the field, demonstrating and selling products.
• Built strong customer relationships through personalized service.
• Exceeded sales targets by identifying and pursuing new sales opportunities.

Communications Coordinator, Akina Ties Organisation

• Developed and implemented communication strategies to promote the organization’s mission.
• Managed social media accounts, creating engaging content to raise awareness.
• Coordinated events and campaigns addressing gender equality and sexual and gender-based violence.

Key Skills and Competencies

• Customer Service: Exceptional ability to understand and meet customer needs, resulting in high satisfaction and loyalty.
• Sales and Negotiation: Proven track record in achieving sales targets and negotiating favorable terms.
• Team Leadership: Strong leadership skills with experience in managing and developing sales teams.
• Communication: Excellent verbal and written communication skills, with experience in both customer service and promotional content creation.
• Market Research: Ability to analyze market trends and competitor activities to identify opportunities.
• Technical Proficiency: Skilled in using CRM tools, ERP systems, and other customer service software.

Achievements

• Successfully led a sales team of 15 associates to consistently exceed targets.
• Maintained a high customer retention rate through exceptional service.
• Implemented innovative sales strategies that improved team performance.
• Recognized for outstanding sales achievements and customer satisfaction.

Bachelors of Journalism from  Multimedia University of Kenya 
Diploma in Journalism & Mass Communication from Technical University of Kenya 
Kenya Certificate of Secondary Education (K.C.S.E) from Hema Secondary School