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Gichuki Martin

@gichukimartin

I improve customer experiences, retention, and sales through CRM-led support, relationship building, and issue resolution.

Malaysia

Message

What I'm looking for

I'm looking for a customer experience, customer support, or sales role where I can use CRM tools, resolve customer issues, strengthen relationships, improve retention, and contribute to sales growth.

I'm currently improving customer satisfaction and brand loyalty at Pinnacle Business Services Sdn Bhd by managing inquiries, complaints, and feedback across calls, email, and social media.

I've helped increase Q3 2025 sales by 13% through upselling, cross-selling, and customer-journey improvements, while strengthening retention through effective issue resolution and trusted customer relationships.

My background also includes sales at TIENS-Nairobi and water engineering at Thika Water and Sewerage Company, bringing CRM, negotiation, data analysis, troubleshooting, technical support, and community engagement to my work.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Executive

Current

Pinnacle Business Services Sdn Bhd

Jan 2025 - Present (1 year 8 months)

Implemented communication and troubleshooting skills to facilitate exceptional customer satisfaction and brand loyalty in line with Business Process Outsourcing guidelines. Managed inquiries, complaints, and feedback through various channels, and contributed to a 13% increase in Q3 2025 sales through upselling and cross-selling.

CRM Software Sales Techniques Customer Support Troubleshooting Communication Skills Collaboration Data Analysis Customer Engagement

Water Engineer

Thika Water and Sewerage Company

Sep 2023 - Jan 2024 (4 months)

Worked collaboratively in a team, applying civil engineering expertise to address water, sanitation, and hygiene issues. Operated and maintained water treatment equipment, provided technical support during project implementation, and utilized CAD software for technical drawings.

CAD Software Water Treatment Technical Support Project Implementation Civil Engineering

Sales Representative

TIENS-Nairobi

Nov 2016 - Sep 2019 (2 years 10 months)

Helped customers achieve their goals and fostered long-term client relationships. Built and maintained strong relationships with new and existing clients, negotiated sales agreements, and implemented CRM strategies that increased customer satisfaction by 13% in 2018.

Sales Techniques Negotiation Customer Relationship Management Communication Skills Problem Solving Market Analysis