Summary
Overview
Work History
Education
Skills
References
Training
Timeline
Generic
Catherine Nduta Mugo

Catherine Nduta Mugo

Head Of Customer Experience/ Sales Support
Nairobi

Summary

Ambitious Sales Support Manager recognized for exceptional leadership skills and for exceeding sales goals. Excellent communicator and key contributor to hiring processes, maximizing highly-qualified candidates on teams. Self-motivated and driven to succeed. Offering 15 years of service in the industry.

Overview

7
7
years of professional experience
14
14
years of post-secondary education

Work History

Customer Service / Sales Support Manager

Golden Africa Kenya Ltd
  • Helped Set up commercial division and Customer Service department from scratch
  • Attained overall 12% market share in year 1 of operation and currently at 21% market share
  • Achieved KES1BILLION monthly turnover in by Q3&Q4 of operation and currently at KES 6BILLION
  • Achieved 72% numeric distribution in year 1 of operation by embracing strategic customer management and retention
  • Successfully launched products in the market at premium pricing and secure business
  • Provided inspired leadership for the organization by making important policies, planning and strategic decisions towards customer loyalty and customer retention
  • Restructured working procedures and processes to make them more effective and efficient
  • Increased Customer satisfaction levels from 55% to 80% over the years
  • Part of the dream team that led to the production of Zenta laundry soap bar as a result of customers' feedback and successfully launched and rolled out the product to the market in the year 2018
  • The product has consistently surpassed its target annually.

Customer Service Manager

StarTimes Ltd
  • Helped Set up commercial division and Customer Service department from scratch
  • Helped the company in developing a customer service policy for the entire organization
  • Helped in creating and developing feedback and complaints policy and procedures for customers to use that in return increased efficiency and customer satisfaction
  • Maintained a high-performance team that was voted the best department in the organisation
  • Developed and Implemented customer contract and business plans for the commercial division
  • Monitored Customer Relationship levels in collaboration with channel category managers and logistics division
  • Was best employee in the year 2012 and the Customer service department voted as the best department in the organization
  • Was recognized for handling the migration from analogue system to digital system when the government of Kenya shut down the analogue media system to pave way for the digital system
  • Managed the migration from scratch until when it was fully operational.

Customer Service Manager/Sales Support Manager

Golden Africa Ltd
07.2015
  • Conducting periodical training to customer support team and the sales field force team to ensure a high performing team
  • Deliver the Sales Capability agenda for both the GT and MT to transform the field sales teams' functional and leadership skills
  • In delivering this, manage the third-party vendors contracted and distributor sales teams to deliver superior customer service excellence and Reserve capability for GAKL sales force, merchandizers/promoters distributor sales staff.

Customer Service Manager/Sales Support Manager

Godrej- Style Industries
06.2014 - 07.2015
  • Evaluated sales processes and performed collaboratively with account managers, regional sales managers and chief head of sales and marketing east Africa
  • Identified opportunities for sales support to streamline entire sales process along with measure activities results
  • Worked with the team to stimulate growth along with meeting revenue targets
  • Supported sales, marketing as well as customer service
  • Prepared and maintained entire quarterly commission reports in synchronization with the accounting team
  • Analyzed problems and recommended solutions and action plans within the organization's policy
  • Constantly monitored and analyzed market dynamics, re-evaluating plans and strategies that kept competition in check
  • Conducted market research and surveys in collaboration with agencies, collected customer feedback in order to enhance customer satisfaction and customer loyalty
  • Was in charge of talent management of the customer experience team.

Customer Service Manager Manager

StarTimes Ltd
12.2012 - 05.2014
  • Was reporting to the Director of Sales & Customer service and my duties included coordinating with shop supervisors in management of business halls
  • Planned and prepared Customer Service Representatives work schedule
  • Was involved in planning, selection and recruitment of Customer Service Representatives, orientation for them to be in tune with organization's culture and values
  • Was involved in development of customer service procedures to guide team's engagement with clients
  • Was involved in driving and development of service culture in the organization through trainings, sensitization of best practices, in-house communication, reward and recognition of service champions and other service initiatives
  • Created actionable insights that informed decision making and provided information that guided changes in operations that helped optimize the performance of the business
  • Was involved in planning and budgeting for customer experience activities
  • Created and performed performance appraisal of the customer experience team
  • Was involved in developing, implementing and managing the customer feedback policy and ensuring resolution of complaints within agreed standards and use of feedback for decision making
  • Was involved in engagement and conversion of leads generated from marketing campaigns and cross selling to existing clients.

Customer Service Manager

StarTimes Ltd
05.2012 - 11.2012
  • Managed the productivity and effectiveness of the customer service assistants; created, monitored and managed key performance indicators (KPI's)
  • Achieved customer service objectives contributed to customer service information and recommendations to strategic plans and reviews; prepared and completed action plans; implementing quality parameters in customer service standards; resolving problems; completing audits, identifying customer service trends, determining system improvements and implementing change
  • Met customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditure, analyzing variances and initiating corrective actions
  • Determined customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys, benchmarking best practices as well as analyzing information and applications
  • Improved customer service quality results by studying, evaluating and redesigning processes; established and communicated service metrics; monitoring and analyzing net promoter scores and implementing changes that helped in driving growth
  • Developed and managed the customer service assistants' team, disseminating processes, procedures and policies
  • Introduced new techniques to the team.

Customer Service Representative

Safaricom Ltd
09.2008 - 05.2012
  • Customer education and awareness on products and services offered by the company
  • Timely escalation and follow up on issues raised by customers
  • Offering directory services, both local and international
  • Mpesa services, airtime issues, simcard replacements, barring and unbarring of lines, premium rate services guidance and resolutions as well as other supportive responsibilities.

Education

Master of Science- Strategic Management -

JKUAT University
01.2021 - Current

Higher National Diploma in Human Resource Management - undefined

KNEC
01.2008 - 04.2009

Bachelor of Laws (LLB) - undefined

Uganda Pentecostal University
01.2003 - 04.2007

Uganda Advanced Certificate of Secondary Education - undefined

St Lawrence College
01.2001 - 04.2002

Kenya Certificate of Secondary Education - undefined

Karima Girls High School
01.1997 - 04.2000

Skills

Sales Presentations

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References

  • Ruhul Quddus, Former National Sales Manager, Golden Africa Kenya Ltd, +254 (0) 787 777 727, rq1968@gmail.com
  • Martin Mojo, National Sales Manager- Kenya, BASF East Africa Ltd, +254 (0) 723 800 328, mojomartin2017@gmail.com
  • Betsy Jumwa Gonnah, Director, Johari Caterers, +254 (0) 724 757 412, bgonnah@yahoo.com

Training

  • Certification as Customer Experience Specialist, CX University US, Jan to May 2022
  • Leading digital business transformation & delivering maximum ROI, March 2021
  • Agency Empowerment and Leadership Training, Get Resources Microfinance and Entrepreneurship Consultants, October 2020
  • Customer Experience Transformation, July 2019
  • Delivering Breakthrough Results, Frontfin, February 2015

Timeline

Master of Science- Strategic Management -

JKUAT University
01.2021 - Current

Customer Service Manager/Sales Support Manager

Golden Africa Ltd
07.2015

Customer Service Manager/Sales Support Manager

Godrej- Style Industries
06.2014 - 07.2015

Customer Service Manager Manager

StarTimes Ltd
12.2012 - 05.2014

Customer Service Manager

StarTimes Ltd
05.2012 - 11.2012

Customer Service Representative

Safaricom Ltd
09.2008 - 05.2012

Higher National Diploma in Human Resource Management - undefined

KNEC
01.2008 - 04.2009

Bachelor of Laws (LLB) - undefined

Uganda Pentecostal University
01.2003 - 04.2007

Uganda Advanced Certificate of Secondary Education - undefined

St Lawrence College
01.2001 - 04.2002

Kenya Certificate of Secondary Education - undefined

Karima Girls High School
01.1997 - 04.2000

Customer Service / Sales Support Manager

Golden Africa Kenya Ltd

Customer Service Manager

StarTimes Ltd

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Catherine Nduta MugoHead Of Customer Experience/ Sales Support