EG

Open to opportunities

Esther Gitau

@esthergitau1

Customer-focused sales and support professional driving conversions and retention.

What I'm looking for

I seek a customer-focused role where I can drive conversions and retention, use CRM/Shopify, meet KPIs, and grow into broader sales or customer success responsibilities.

I am a customer-focused and results-driven sales and customer support professional with over one year of hands-on experience engaging customers via phone, live chat, email, and SMS. I consistently deliver personalized product recommendations, recover abandoned carts, and manage subscriptions, cancellations, and returns to maximize conversions.

At Ahadi Wireless Company I supported sales and customer success efforts, leveraging CRM tools and Shopify to track interactions, manage leads, and meet monthly KPIs. I regularly produced reports on sales performance and customer trends to inform management decisions.

I bring practical training in customer service excellence and industry context from programs with Alison and IBM Digital - Nation Africa, and an analytical foundation from a BSc in Actuarial Science. I am adept with Microsoft Excel, Word, PowerPoint, basic Python, and common customer engagement platforms.

I thrive in fast-paced, target-oriented environments, am a quick learner, self-driven, and use data to optimize performance and improve the customer experience.

Experience

Work history, roles, and key accomplishments

AC

Customer Support & Sales Associate

Ahadi Wireless Company

Aug 2022 - Dec 2023 (1 year 4 months)

Engaged customers via phone, live chat, email and SMS to provide personalized product recommendations, recover abandoned carts, and manage subscriptions and returns, consistently meeting/exceeding monthly sales and engagement KPIs.

Customer Support Sales Shopify CRM Live Chat Email Support Upselling Reporting

AC

Sales Agent Associate

Ahadi Wireless Company

Jan 2021 - Jul 2022 (1 year 6 months)

Handled inbound customer interactions, provided product knowledge and upsell recommendations, managed orders/subscriptions/returns, and recorded interactions in CRM to achieve sales, retention, and satisfaction KPIs.

Customer Engagement Upselling CRM Order Management Phone Support Live Chat Email Support Data Entry KPI Tracking

Education

Degrees, certifications, and relevant coursework

AL

Alison

Certificate, Customer Service

2022 - 2022

Completed a short course on Customer Service Excellence in 2022 focused on customer service best practices and skills.

IA

IBM Digital - Nation Africa

Certificate, Banking and Financial Markets

2021 - 2021

Completed an introductory course on Banking and Financial Markets in July 2021 covering industry fundamentals.

MU

Mount Kenya University

Bachelor of Science, Actuarial Science

2017 - 2021

Completed a Bachelor of Science in Actuarial Science, covering probability, statistics, and risk modeling over a four-year program.

Tech stack

Software and tools used professionally

Salesforce

Shopify

Gmail

HubSpot

Microsoft Excel

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