VINCENT's CV
VINCENT KIMANI NJOGU
Customer Service Representative | Telecom & Retail
Profile summary
Accomplished Customer Service Representative with 8 years of progressive experience in telecommunications and retail operations across the GCC. Trilingual in English, Swahili, and Arabic, bringing expertise in customer support, sales execution, and complaint resolution. Track record of meeting sales targets and delivering account services while maintaining high-volume daily traffic standards. Dedicated to fostering client satisfaction and resolving complex technical issues through cross-functional collaboration.
Career highlights
Telecom Customer Support: Managed daily customer traffic and service delivery for mobile, internet, roaming, billing, and account services at Ooredoo Telecommunications.
Sales Performance: Promoted telecom plans, smartphones, and value-added services while meeting monthly sales targets and closing deals at Monoprix Hypermarket.
Retail Operations: Processed transactions at checkout stations, monitored stock levels, performed inventory checks, and maintained product organization at Ansar Group of Companies.
Sales Recognition: Received the Mobile Postpaid Connection Best Salesman award in the Qatar region during the year 2023.
Key skills
Professional experience
Directed service delivery for mobile, internet, and billing accounts within a retail telecom environment, reporting discrepancies directly to branch leadership while coordinating with technical teams to manage daily customer traffic.
- Delivered direct customer service for mobile, internet, roaming, billing, SIM replacement, and account services.
- Resolved customer complaints promptly to maintain loyalty and secure positive experiences.
- Promoted telecom plans, smartphones, and value-added services to meet monthly sales targets.
- Answered customer queries and escalated complex technical issues to appropriate teams.
Directed sales operations as a Sales Executive, establishing market positioning through internal training sessions, peer collaboration, and independent research on competitor activities. Cultivated client relationships to meet service targets, negotiated contract terms, and maintained accurate records of customer interactions for management reporting.
- Closed sales deals and overcame client objections by applying established sales techniques to foster customer satisfaction.
- Built sales strategies to engage customers and track performance trends through regular reports provided to management.
Executed retail floor operations within a busy store environment, reporting to store management and maintaining daily customer service standards across checkout and inventory functions.
- Processed cash and card transactions at standard and self-service checkout stations while answering product inquiries.
- Engaged shoppers to recommend suitable merchandise and communicate store promotions in alignment with sales targets.
- Conducted inventory checks and replenished merchandise on store shelves to maintain product organization.
Education
Information And Technology
Certifications
Languages
English · Fluent
Swahili · Native
Arabic · Basic