BRIAN WARUIRU
Accountant And Customer Service Professional
Nairobi,Kenya
Summary
Experienced accounting professional with 4 years of expertise in maintaining financial records and reviewing account activity. Proficient in developing accurate spreadsheets and delivering organized reports using Oracle ERP and Microsoft Suite. Adept at managing tasks within strict deadlines and prioritizing urgent needs. Also skilled in customer care, retail operations, marketing, and public relations, resulting in a highly skilled and dependable professional.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Retail Customer Experience Executive
Safaricom Plc
Nairobi, Kenya
08.2016 - Current
- Resolving customer issues, which range from M-pesa service issues, billing issues, data issues, handsets, and devices issues, amongst others.
- Marketing organization's products and services.
- Accounting for and banking day's collection as per specifications.
- Collaborated with product development teams to ensure customer feedback was incorporated into future enhancements and new offerings.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
- Established customer feedback system, allowing for continuous improvement in service delivery.
Retail Team Leader
Safaricom Plc
Nairobi, Kenya
11.2023 - 07.2024
- Managing Retail outlet operations
- Managing staff output, operations, and performance
- Managing Retail outlet's financials, reconciling daily collections, liaising with our Finance Team:-Treasury, to reconcile any pending issues
- Coordinated promotional events such as in-store demonstrations or seasonal sales campaigns to generate increased foot traffic and revenue growth opportunities for the business.
- Managed cash handling procedures, maintaining accurate records of daily transactions and deposits.
- Collaborated with store manager to develop targeted sales goals and strategies for the retail team.
Terminals-Retail Channels Reporting
Safaricom Plc
Nairobi, Kenya
09.2020 - 07.2021
- Was tasked with reporting on propositions like current Device Financing product, among other projects and tasks, in order to deliver on the Digital Safaricom Ambition.
- Supported Care Desks teams and Brand Ambassadors with resolution of proposition issues.
- Served as subject matter expert on internal reporting practices, providing guidance and recommendations to colleagues throughout the organization.
- Performed ad-hoc analysis as needed, supporting various departments with their specific reporting needs.
- Enhanced reporting accuracy by streamlining data collection processes and implementing quality control measures.
SME Relationship Analyst
Safaricom Plc
Nairobi, Kenya
05.2020 - 08.2020
- Ensuring excellent and timely customer service by managing relationships of assigned accounts/projects.
- Handling support issues and escalations from stakeholders and ensuring resolution within SLA by maintaining communication with internal and external customers on all account support issues throughout the entire customer journey.
- Management of projects assigned; escalations sent from the sales team, internal and external stakeholders.
- Follow-through of all customer issues with various cross-functional teams and immediate feedback to customers on resolution.
- Accomplishment: While assigned to the Zidisha Plus Winback team, we achieved a 14% conversion rate on winback and recovered Kes305,739 for the week ended 10th July 2020.
- Maintained database systems to track and analyze operational data.
- Generated reports detailing findings and recommendations.
- Developed effective improvement plans in alignment with goals and specifications.
Customer Experience Executive -Prepaid; Postpay; SMS Channel (Call Centre)
Safaricom Plc
Nairobi, Kenya
11.2010 - 07.2016
- Resolved customer issues, which range from the M-pesa service issues, billing issues, data issues, amongst others.
- Marketing the organization's products and services
- Responded to customer's queries through the SMS medium.
- Collaborated with product development teams to ensure customer feedback was incorporated into future enhancements and new offerings.
- Collaborated with team members to develop and execute initiatives aimed at improving overall customer experience.
- Engaged Safaricom's over thirty million subscribers across various touch points, like SMS and calls, to resolve service issues and grow the brand.
Accounts Payable Accountant
Safaricom Plc
NAIROBI, KENYA
10.2014 - 10.2014
- Processed invoices from suppliers for payment purposes
- Ensured supplied goods and services are receipted by relevant offices
- Processed lease payments
- Reconciled financial data for the purpose of maintaining accurate account balances and ensured compliance with established accounting practices
- Researched discrepancies of financial information and/or documentation for the purpose of ensuring the accuracy and adhering to established procedures prior to processing
Treasury Accountant
Safaricom Plc
Nairobi, Kenya
07.2013 - 10.2013
- Ensured accurate financial records, diligently maintaining general ledger accounts for treasury transactions.
- Collaborated with cross-functional teams to develop comprehensive budget plans and forecasts.
- Improved cash flow forecasting by analyzing historical data and monitoring economic trends.
- Enhanced financial reporting accuracy by conducting thorough daily bank reconciliations for company accounts.
- Credit card management and reconciliation.
- Receipted and general bookings into ledgers or accounts.
- Streamlined cash management processes, implementing efficient payment and receipt tracking systems.
Finance Intern
World Agro Forestry Centre (ICRAF)
Nairobi, Kenya
04.2010 - 05.2010
- Prepared and posted financial journal entries using technically relevant software.
- Supported organizational account management duties under direct supervision.
- Maintained accurate, up-to-date financial spreadsheets and databases for reliable reference.
- Analyzed financial statements to identify trends and provide valuable insights for decision-making.
- Aided in preparation of tax documents, ensuring compliance with laws and regulations.
Education
Bachelor of Commerce - Double Major in Accounting and Business Administration
Daystar University
Nairobi, Kenya 08.2006 - 12.2009
Certified Public Accountancy (CPA) -
KCA University
Nairobi, Kenya 01.2024 - Current
Computerized Accounting - QuickBooks
Vision Institute of Professionals
Nairobi, Kenya 01.2010 - 02.2010
Skills
Customer Service
References
- Mrs Rhoda Munyua, Manager, Safaricom Plc, Customer Care Operations Department, P.O. Box 66827-00800, Nairobi, Nairobi, 00800, +254 (0) 721631657, RMunyua@Safaricom.co.ke
- Mr. George Mogambi Nyambuti, Finance Manager, The Monarch Insurance Company Limited, P.O. Box 44003-00100, Nairobi, Nairobi, 00100, +254 721292046, gnyambuti@monarchinsurance.co.ke
- Mr. Pithon Kanina Kiiru, Businessman, P.O Box 74692-00200, Nairobi, Nairobi, 00200, +254 (0) 721 419 062
Membershipandpositions
- Treasurer, Presbyterian Church of East Africa (P.C.E.A), King'eero Congregation Church School Ministry, 10/01/12, 09/01/16, Accounting for the Ministry's funds., Issuing quarterly reports to the Congregation's Local Church Committee., Teaching Sunday school classes.
- Organizing Secretary, Daystar University, Kenya, 09/01/08, 04/01/09, In charge of events management., Minute taking and archiving the association's documents.
- Secretary General, Daystar Christian Fellowship, Daystar University, Kenya, 10/01/06, 12/01/07, Minute taking and archiving the association's documents., Facilitating flow of communication/information between all concerned.
Certification
CPA - Certified Public Accountant
Timeline
Certified Public Accountancy (CPA) -
KCA University
01.2024 - Current
Retail Team Leader
Safaricom Plc
11.2023 - 07.2024
Terminals-Retail Channels Reporting
Safaricom Plc
09.2020 - 07.2021
SME Relationship Analyst
Safaricom Plc
05.2020 - 08.2020
Retail Customer Experience Executive
Safaricom Plc
08.2016 - Current
Accounts Payable Accountant
Safaricom Plc
10.2014 - 10.2014
Treasury Accountant
Safaricom Plc
07.2013 - 10.2013
Customer Experience Executive -Prepaid; Postpay; SMS Channel (Call Centre)
Safaricom Plc
11.2010 - 07.2016
Finance Intern
World Agro Forestry Centre (ICRAF)
04.2010 - 05.2010
Computerized Accounting - QuickBooks
Vision Institute of Professionals
01.2010 - 02.2010
Bachelor of Commerce - Double Major in Accounting and Business Administration
Daystar University
08.2006 - 12.2009
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