Joe Nguru

revenue.
• Built a loyal client base through structured follow-up, increasing repeat visit frequency and customer lifetime value.
• Drove average transaction value through targeted upselling and cross-selling across the full product range.
• Delivered brand-aligned in-store experiences in a high-footfall, fast-paced retail environment.

one of the welcoming customers from
80+
• Raised CSAT from 82% to 94% through proactive service recovery and personalised engagement, outperforming
team benchmark by 15%.
• Led and coached an 8-member multinational sales team through daily briefings and structured performance
reviews, lifting team-wide sales attainment.
• Designed onboarding modules on POS systems, upselling strategies, and brand service standards — adopted
across the entire sales team.
• Resolved high-stakes customer escalations — including VIPs and group bookings — converting dissatisfied
customers into loyal repeat visitors.
• Identified upsell and cross-sell opportunities across premium product lines, generating incremental revenue during
peak trading periods.
• Maintained 100% cash and card transaction accuracy throughout all high-volume trading periods.

Dubais multicultural attracting 5+ million visitors per season from 90+ Managed 200+ daily customer interactions across diverse nationalities in a high-volume seasonal environment,
consistently receiving strong satisfaction ratings.
• Handled ticketing, complaints, and product inquiries concurrently with speed and professionalism.
• Processed all transactions with zero financial discrepancy throughout the full engagement period.