Open to opportunities

Joyce Gatheru

@joycegatheru

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Customer-focused sales and service professional driving engagement and results.

Kenya

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What I'm looking for

I seek a role where I can apply strong customer service and sales skills, grow in client relations or marketing, and contribute to team-driven results in a customer-centric culture.

I am a dynamic, customer-focused sales and service professional with a Bachelor of Commerce in Marketing and demonstrated success across banking, contact-centre, retail and advertising environments. I consistently deliver excellent customer experiences, high first-call resolution rates, and measurable increases in engagement and sales.

My background includes roles as a Customer Relations/Teller Clerk, Contact Centre Agent, Sales and Marketing Executive, and Marketer & Accountant, where I exceeded sales targets, improved member engagement, and maintained accurate financial reconciliations. I bring strong communication, problem-solving, and cultural adaptability to every role.

I am committed to teamwork, continuous improvement, and delivering results through attentive service, clear product education, and targeted marketing efforts that boost brand visibility and customer loyalty.

Experience

Work history, roles, and key accomplishments

Current

Customer Relations Clerk

Current

Unaitas Sacco

Oct 2024 - Present (1 year 4 months)

Provided teller and member services, handling cash transactions and educating members on products which increased member engagement by 30%. Followed security protocols and resolved account discrepancies to improve customer satisfaction.

Customer Service Cash Handling Account Reconciliation Product Education Cross Selling Security Protocols Communication Complaint Resolution

Contact Centre Agent

CCI Kenya

Oct 2022 - Sep 2023 (11 months)

Managed high call volumes and achieved a 95% first-call resolution rate by resolving complaints and maintaining accurate customer records, earning consistent positive feedback for professionalism.

Call Resolution Customer Support CRM Complaint Resolution Communication Data Entry Quality Assurance

Sales & Marketing Executive

Sfiywall Advertising Ltd

Mar 2022 - Sep 2022 (6 months)

Built client relationships and executed social media campaigns that increased brand visibility and exceeded sales targets by 20%, contributing to company revenue growth.

Sales Client Relationship Management Social Media Marketing Market Research Lead Generation Negotiation Reporting

Marketer & Accountant

Malibu Pharmacy

Jan 2021 - May 2021 (4 months)

Promoted health supplements and conducted market research while managing daily financial reconciliations with 100% accuracy, supporting sales improvements across branches.