CAROLINE GATHONI
Dubai,United Arab Emirates
Summary
Experienced professional with expertise in Customer Relationship Management, Sales Management, Business Development. Along with excellent communication skills, I am proficient in developing and monitoring sales plans, strategic planning, problem-solving, and decision-making along with enhanced customer satisfaction
Overview
9
9
years of professional experience
6068
6068
years of post-secondary education
Work history
Sales & Client Engagement Executive
Illuminations Well-Being Center
Dubai, UAE
04.2025 - Current
- Managing Call Center activities (inbound and outbound calls).
- Conducting Warm Calling to invite clients for private one on one sessions and Training Courses Programs
- Assisted and responded to clients inquiries as well as upselling of our products and services to acquire revenue
- Well versed on marketing tools such as Watti, Meta Ads, Google leads, Livechat, and SEO leads for client acquisition.
- Used Microsoft software and other CRM Software.
- Tracked and conducted regular follow ups with potential clients to drive the revenue.
- Assisted in Bookings of Clients Sessions with therapists.
- Conducted Onsite Events to acquire prospect clients.
- Handled clients queries and complaints promptly ensuring high level of satisfaction.
- Handled financial transactions accurately, safeguarding company revenue.
Receptionist
Illuminations Well-Being Center
Dubai, UAE
11.2024 - 04.2025
- Managed front desk operations by greeting visitors and directing to the therapists appointments and room allocated
- Upselling of our Training Courses and Private 1 on 1 Therapy sessions.
- Answered and cleared Emails and endorsed to the team.
- Scanned and uploaded clients consent forms.
- Answered inbound and outbound calls and inquires.
- Prepared Training Courses Manual and Certificates Materials.
- Maintained organized filing systems for documents to facilitate easy retrieval.
- Collected payments and checked out accordingly using Payments portals such as Omnispay, CC Avenue, Tabby, Paytabs and Card Machine.
- Compiled the Accounts Day End Report and Submitted accordingly.
Telesales Representative / Sales Supervisor
Golden Marketing Ltd
Nairobi, Kenya
05.2022 - 09.2024
- Conducting outbound calls to prospect clients.
- Well versed in ZOHO CRM, VICI dial Script, ICC WebRTC and Slack Bot.
- Supervising and guiding sales teams during promotional activities and campaigns, ensuring efficient execution and achievement of campaign objectives.
- Overseeing the orientation of new team members, ensuring they fully understand their roles and responsibilities, leading to enhanced team productivity.
- Overseeing the generation of daily reports and presentations to track sales performance, identify trends, and support data-driven decision-making.
- Supervising the collection and management of customer feedback to gain insights into their needs and preferences.
Sales Agent
Standard Chartered Bank / Contract
Nairobi, Kenya
05.2021 - 02.2022
- Engaging with corporates companies, especially G4S Kenya, to share knowledge on the money market product and onboard new clients.
- Onboarding clients on money market fund and opening the SC Shilingi Fund account for revenue generation.
- Sharing brand knowledge on other Standard Chartered products for increased brand awareness.
Customer Sales Associate
Kenya Charity Sweepstake
Nairobi, Kenya
04.2017 - 03.2021
- Provide administrative support to various departments, such as typing documents, filing paperwork, and data entry.
- Maintain and update records of visitor logs, appointment schedules, and administrative documents
- Conducting indoor and outdoor sales activities.
- Prospecting and onboarding top-tier retailers to become valued partners, amplifying the product's reach and market presence while fostering mutually beneficial collaborations.
- Generating daily reports and presentations to track sales performance, identify new trends, and support data-driven decision-making.
Education
Certificate of Competence - Driving License -
Africana Driving School
NairobiCertificate in Business Management - Business Management
Kenya Institute of Management (University in Nairobi)
KenyaCertificate in ICDL (International Computer Driving License) - Computer Studies
East African Institute of Certified Studies
Basic Life Support
IMET Academy DMCC
Dubai, UAE /2025 -
Skills
- Communication and Interpersonal Skills
- Problem solving and decision-making
- Sales Management
- Marketing skills
- Customer Service Relationship Management
- Report writing skills
- Team Building
- Attention To Detail
- ICT competence
Languages
English
Fluent
Swahili
Native
Timeline
Sales & Client Engagement Executive
Illuminations Well-Being Center
04.2025 - Current
Receptionist
Illuminations Well-Being Center
11.2024 - 04.2025
Telesales Representative / Sales Supervisor
Golden Marketing Ltd
05.2022 - 09.2024
Sales Agent
Standard Chartered Bank / Contract
05.2021 - 02.2022
Customer Sales Associate
Kenya Charity Sweepstake
04.2017 - 03.2021
Certificate of Competence - Driving License -
Africana Driving School
Certificate in Business Management - Business Management
Kenya Institute of Management (University in Nairobi)
Certificate in ICDL (International Computer Driving License) - Computer Studies
East African Institute of Certified Studies
Basic Life Support
IMET Academy DMCC
/2025 -