CATHERINE TANUI
Nairobi
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Customer-focused professional with successful 15-year career in Telecommunication sector. Dynamic successful applying Negotiation and Relationship in busy business environment.
Overview
25
25
years of professional experience
Work History
Manager Sales Enablement
Telkom Kenya Limited
Nairobi
7 2021 - Current
- Develop and implement a retention strategy that will contribute to the reduction and prevention of Churn in the Public Sector business
- Monitor usage for customers and propose the appropriate plans to spur usage with the goal of increasing Revenues
- Based on Client interactions, monitor key metrics and revenue reporting; provide early identification of churn to mitigate potential client issues or dissatisfaction
- Identify opportunities to turn dissatisfied customers into satisfied customers
- Build and maintain relationships with customers through health campaigns
- Ensure the effective management of the customer requests maintaining high achievement in all quality critical matrices
- Follow the laid down processes and procedures to effectively carry out Retention tasks and impact positively on the Revenues
- Work cross functionally to address issues raised through client interactions
- Create a business and market intelligence feedback for better management of products and services, communication, sales and delivery, as well as customer support and retention
- Grow and develop existing customers as well as generating new business through lead generation
- Act as a sales coach/mentor to the Account Managers to build the required capabilities
- Develop and demonstrate a thorough understanding of the customer needs and issues, as well as thorough understanding of the Telkom products and services, policies and procedures to ensure consistent in supporting and delivering services to clients
- Support the Billing and Finance team in money collection and issue resolution
- Provide the following support to the team: facilitate internal contract development; sales pipeline management & analysis; GoK customer activities coordination; and manage lead-order coordination.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Improved marketing to attract new customers and promote business.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
Customer Relationship Manager
Telkom Kenya Limited
Nairobi
06.2015 - 06.2021
- Ensuring overall account management and development through being the lead point of contact for all matters specific to customers within the defined account portfolio and develop a trusted advisor relationship with customers
- Meeting and exceeding sales target by developing long term relationships within the target customers
- Ensuring overall revenue growth within my Target Market
- Complimenting company’s effort in ensuring that billed revenues translate to cash through managing the accounts reconciliation, ensuring prompt settlement, accelerating dispute resolution and debt collection from customers
- Managing contract renewals and proposal responses to RFPs & RFQs and developing and delivering unsolicited renewals proposals with clearly articulated value propositions to the customers
- Ensuring that customers are contacted where required and the customer improvement programs related to my assigned sector/customers are completed in time
- Managing and working with the expanded TKL team to provide overall account strategy and direction regarding; opportunity risk assessment, making recommendations and implementing planned contingencies
- Developing multi-level and multi-functional relationships (CEO, CFO, CIO and Business Unit Leaders) to drive solutions that are innovative and provide value/ benefit relative to the customer’s respective business needs
- Ensuring that all customers are constantly engaged with at least one formal service review meeting per month for each customer, coupled with daily engagements to resolve outstanding issues and conflicts
- Maintaining a high level of customer satisfaction through timely and successful delivery of company solutions according to customer needs as well timely resolution of customer after sales issues/ conflicts
- Ensuring accuracy in preparing reports
- Consolidating and sharing for onward internal strategy improvement and market positioning all the customer feedback and market intelligence gathered by self for assigned sector.
- Created customer support strategies to increase customer retention.
- Made customers aware of current and new programs and services.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Managed customer relations on ongoing basis to maximize customer retention.
- Managed a team of customer service representatives, providing coaching and guidance for improved performance.
- Collaborated with marketing teams to create targeted campaigns aimed at increasing brand awareness among existing customers.
- Liaised between customers and organization with particular focus on working with sales department.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Trained and mentored new hires, creating a knowledgeable and efficient team that consistently met or exceeded performance targets.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Developed and implemented standards for staff to provide consistent service to customers.
- Created detailed client profiles within the CRM system, enabling tailored approaches when recommending products or services based on specific needs.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Streamlined communication between departments for better understanding of customer needs and quicker problem resolution.
- Developed strategies that reduced response time to inquiries while maintaining high-quality responses.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Acted as a liaison between customers and internal teams such as product development, engineering, and quality assurance departments, resulting in improved collaboration and streamlined issue resolution.
- Conducted regular meetings with sales teams to discuss insights on customer behavior trends, contributing to increased sales figures.
- Contributed to the development of customer service policies and procedures, ensuring compliance with industry best practices and regulatory requirements.
- Assisted customers with opening accounts and signing up for new services.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Proactively identified opportunities for upselling or cross-selling additional products/services during interactions with existing customers.
- Assisted finance department in managing outstanding invoices from delinquent accounts, thereby reducing collection periods and improving cash flow management.
- Negotiated contracts with vendors that resulted in cost savings without compromising quality or delivery timelines.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Worked with clients to address and respond to client and partnership management issues.
Customer Success Manager, Public sector and Corporate Sector
Telkom Kenya Ltd
Nairobi
01.2016 - 05.2020
- Responsible for a seamless and positive onboarding to adoption lifecycle for clients through exceptional training and Best Practice coaching
- Communicate and collaborate with team like Sales, Support, and Product teams to ensure flawless client onboarding and actively support customer retention goals
- Perform initial customer on-boarding, either onsite or remotely, and provide additional training as required to ensure successful client adoption of Telkom Kenya applications
- Partner with client through a period of discovery to ensure understanding of unique objectives to effectively customize their platform, to the extent possible
- Advocate internally with staff and externally with clients to share best practices through in-person meetings and webinars
- Establish a trusted, strategic advisor relationship with each assigned client and drive continued value encouraging retention and growth
- Identify client critical goals or other key performance indicators and guide customers through implementation of objectives and goals
- Effective solving of unexpected challenges while balancing both customer needs and system abilities.
Key Account Manager
Telkom Kenya Limited
Nairobi
01.2010 - 05.2015
- Oversaw management of Public sector, NGOs, Counties and Diplomatic Missions Growth of accounts in the public sector, NGOs , counties and Diplomatic Missions
- Oversaw channel management and development
- Performed new revenue streams through introduction of new products in the portfolio
- Conducted competition analysis and market research
- Handled development of Public Sector Strategy ( Opportunity scoping, Specifications of Tenders, Relationship building, Handled preparation and response to tenders, post tender follow up)
- Created revenue through selling of various corporate solutions including: Internet, Data Centre Solutions
- Oversaw development of Public Sector Account Development Plans
- Organized breakfast meetings, client cocktails and presentation luncheons.
Order and Contracts Specialist
Telkom Kenya Limited
Nairobi
08.2006 - 12.2010
- Handled updating of the dashboard for the Account Managers
- Maintained a comprehensive database for the Business Market Target Market List
- Managed team and individual tasks for accuracy and timeliness
- Maintained the tender register and facilitate the tender process
- Arranged sales events, kick-offs and conferences for both internal and external clients
- Ensured revenue assurance
- Supervised on proper billing for all corporate applications
- Conducted service delivery follow up
- Ensured on the adaptation and monitoring of quote to bill process
- Supported in the implementation of Business Operation tools and systems
- Monitored and gave a clear reason on churn and lost cases.
- Reduced contract approval times by conducting thorough reviews and promptly addressing any discrepancies or concerns.
- Negotiated favorable terms with suppliers, achieving cost reductions while maintaining quality standards.
- Managed a diverse portfolio of contracts, maintaining organized records for easy access and reference.
- Conducted regular contract audits to assess performance gaps and identify areas for improvement.
- Implemented training programs for team members to enhance their understanding of contract management best practices.
- Coordinated efforts across departments during the RFP/RFQ process, ensuring all relevant information was considered during supplier selection.
- Enhanced contract negotiation process by streamlining workflows and implementing effective communication strategies.
- Developed comprehensive procurement strategies to optimize supplier selection, resulting in cost savings and improved service levels.
Relationship Officer
Jambo Telkom
02.2000 - 08.2005
- Managed and coordinated relationships with all stakeholders internal, to ensure successful close of sales objectives
- Maintained current database of all assigned customers for timely, clear and concise understanding by Telkom Kenya management
- Supported and participated in Telkom Kenya’s presence at industry tradeshows, promotions and conferences when appropriate
- Received and addressed all feedback, complaints and enquiries on customer satisfaction
- Assisted in the implementation of sales and promotion strategies, including promotions, Road shows and customer forums
- Developed sustainable relationships between Telkom Kenya and assigned accounts and undertook other tasks and responsibilities that may be assigned from time to time.
Education
Bachelor of Business Administration-Supply Chain Management and Procurement -
Kenya Methodist University
High Diploma Business Administration-Marketing Option - undefined
University of Cambridge
Diploma in Sales and Marketing - undefined
University of Nairobi
Visual Basic Programming - undefined
Vision Institute of Professionals
Certificate in Computerized Management - undefined
Vision Institute of Professionals
Kenya Certificate of Secondary Education - undefined
Kapkenda Girls High School
Master’s in Business Administration(MBA) -
University of Nairobi
Skills
Retention strategy- Develop and implement a retention strategy that will contribute to the reduction and prevention of Churn in the company business
Strategic orientation- Create a business and market intelligence feedback for better management of products and services, communication, sales and delivery, as well as customer support and retention
Business Acumen-Develop and demonstrate a thorough understanding of the customer needs and issues, as well as thorough understanding of the Company products and services, policies and procedures to ensure consistent in supporting and delivering services to clients
Leadership and Supervision: A skilled leader with experience in managing teams, mentoring and coaching of the sales team, mentoring them and ensuring their safety and wellbeing at all times
Customer Management: Expert in customer relations where I have been able to ensure customer satisfactions at all times
Client Relations: Experienced in interacting with customers professionally as I engage in; following up to ensure that appropriate actions have been taken and ensuring their needs hence increasing customer satisfaction
Key Accounts Development: Experienced in managing key accounts by maintaining relationships with the different accounts I manage by advising them on how best to use our services I am also the lead point of contact for all matters specific to customers within the defined account portfolio
Strategic management: Experienced in setting objectives, analyzing the competitive environment, analyzing the internal organization, evaluating strategies and ensuring that management rolls out the strategies across the organization
Contract management: Acquired knowledge on and skilled on how to ensure compliance by developing and delivering unsolicited renewals proposals with clearly articulated value propositions for customers
Market Research and analysis- Experienced in carrying out a detailed market research with regards to looking out for competitor analysis and gathering information on the target market addressing their concerns
Relationship Management: I have effectively developed strong relationships with customers to maintain ongoing revenue stream and ensure high level of customer experience is delivered
ICT Competence: Excellent knowledge of MS Word, Microsoft Outlook, Excel, PowerPoint, Databases, Spreadsheets and the Internet I am also proficient in various industry specific applications; CRM, Gpto, Mysd and Mypos
Accomplishments
- Spearheaded the negotiation and signing of a 3-year contract with Judiciary of Kenya worth KES. 120M annually. In 2022.
- Successfully negotiated for a 1(one) GIG connection to the US Embassy in Kenya
- Managed Successfully negotiated a two year contract with Ethics and Anti-corruption commission worth 36M and signed a two year contact with the US Embassy- CDC Agency worth 17M in 2021
- Successfully negotiated and signed a three year MPLS and internet contract with Kenya Bureau of Standards worth Ksh.126M in 2020
- Won the best change agent in the department in 2020 and other several sales awards
- Successfully negotiated a two year contract with Ministry of ICT worth KES.263M 36M and signed a two year contact with the US Embassy- CDC Agency worth KES. 17M in 2019
- Spearheaded migration of operation services from the CRM Platform to New Mysd Plat form, which was successful and efficiency was witnessed in 2021
- Reduced churn by 30% and increased customer satisfaction by working on strategies- From 2022.
- Build on a complete contract database which made the all contract life cycle visible and reduce loss of revenue – From 2023 to date
- Encouraged team work by building a synergy across all departments in the company which brought a common understanding to everyone for the satisfaction of the customers.- From 2023 to date
Careerprofilesummary
I am a proactive and sociable Customer Experience professional with over 25 years of experience in the service industry. Most of my experience borders in the telecommunication where I have effectively leveraged my skills and expertise to ensure customer satisfaction. I have successfully resolved complex issues, win customer loyalty and achieve win-win outcomes with clients. This has been achieved by identifying new business practices, documenting customer outcomes and developing strong relationships with customers.
References
- Isaac Wanjero, Lead IT Advisor CDC, US Embassy, +254 722 200 171, hoz3@cdc.gov
- Julius Cheptiony, Chief Strategy and Business development officer, Telkom Kenya Limited, +254 721 021 024, jcheptiony@telkom.co.ke
- Harry Mwangi, ICT Director, Public Service Commission, +254 721325620, hmruhiu@publicservice.go.ke
Timeline
Customer Success Manager, Public sector and Corporate Sector
Telkom Kenya Ltd
01.2016 - 05.2020
Customer Relationship Manager
Telkom Kenya Limited
06.2015 - 06.2021
Key Account Manager
Telkom Kenya Limited
01.2010 - 05.2015
Order and Contracts Specialist
Telkom Kenya Limited
08.2006 - 12.2010
Relationship Officer
Jambo Telkom
02.2000 - 08.2005
Bachelor of Business Administration-Supply Chain Management and Procurement -
Kenya Methodist University
High Diploma Business Administration-Marketing Option - undefined
University of Cambridge
Diploma in Sales and Marketing - undefined
University of Nairobi
Visual Basic Programming - undefined
Vision Institute of Professionals
Certificate in Computerized Management - undefined
Vision Institute of Professionals
Kenya Certificate of Secondary Education - undefined
Kapkenda Girls High School
Master’s in Business Administration(MBA) -
University of Nairobi
Manager Sales Enablement
Telkom Kenya Limited
7 2021 - Current