CHARITY RUTH MWANZIA
Nairobi,30
Summary
A business consultant with seven (7) years experience working with organizations across different sectors. The director and founder of Ianstar Ltd, a strategy and logistics consulting firm.
Prior to becoming a consultant; I was a customer service and operations manager in the courier and logistics industry for ten (10) years. Possess significant experience in strategy development and implementation, e-Commerce, business development, market research, customer experience management, operations management, transport, logistics and supply chain process transformation and capacity building.
The Secretary of the Courier industry association of Kenya since 2011 and was a representative member of the Kenya International Freight and Warehousing Association for six years until 2013.
A self driven, agile and highly motivated individual with a passion for excellence.
Dedicated logistics and customer service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director & Lead Consultant
Ianstar Ltd
07.2016 - Current
- Registered training service provider by National Industrial Training Authority, Kenya
- Managed 50+ customer projects in customer service and logistics from 2016 to date
- Streamlined business development, operations and customer service processes at Ianstar Ltd increasing revenues to USD 70000 as of 2023
Operations & Customer Service Manager
Tabaki Freight Services
10.2014 - 06.2016
Business development. Enhanced company revenues by setting up and managing a new department and revenue stream
Streamlined operations increasing efficiency to 99% and achieving a 99% OTIF
GM Operations
M& S Group Ltd
10.2009 - 06.2014
Enhanced business revenues by USD 2500 per month by introducing new business lines, agent partnerships and improving customer experience.
Achieved 99% customer satisfaction and 99% customer retention levels over 5 years
Operations & Customer Service Manager
Aramex Kenya, Formerly One World Courier Ltd
06.2006 - 08.2009
Managed a core team of 40 operations and customer service staff
Streamlined operations and increased efficiency in exports, imports, customs clearance, last mile deliveries and customer service to 99% excellence.
Achieved 99% customer retention levels over 5 years.
Enhanced business relationships with agents, airlines, shipping lines, port handling companies and government agencies.
Sales Executive
Barclaycard Centre, Barclays Bank
06.2005 - 06.2006
Achieved 95% sales targets on credit card sales, account opening and loans.
Enhanced customer experience by timely updates, follow up on internal processes to ensure timely delivery of products, team work and timely escalations as and when needed.
Education
MBA - Strategic Management
The University of Nairobi
Nairobi, Kenya12.2011
Skills
- Training content development
- Training facilitation
- Designing and delivering consultancy projects
- Proposal and report writing
- Customer service and customer experience management
- Logistics management
- Business Development
- Human Resources Management
- Direct Sales
- Performance Evaluations
- Issues Resolution
- Legal and Regulatory Compliance
Affiliations
- Chartered Institute of Logistics and Transport, 08/01/14, Present
- Kenya Institute of Management, 2012, Present
Languages
English
Kiswahili
Kamba
Training Programs Facilitated
- Leadership Skills
- Strategic Management
- Performance Management
- Customer Service Skills
- Operations and Logistics Management
- Business Development Skills
- Corporate Transport Management
- Fleet Management
Qualifications And Professional Development
- Master of Business Administration, University of Nairobi, Strategic Management, 09/01/09, 12/31/11
- Bachelor of Education Science, Egerton University, Mathematics, 08/01/99, 12/31/04
- CILT International Advanced Diploma, Logistics and Transport, 2014, 12/31/15
- Diploma in Marketing Management, Dima College, 01/01/05, 06/30/05
- Certificate in Customer Service, African Advanced Level Telecommunications Institute, 2016
- K.C.S.E, Muthetheni Girls High School, Machakos, 1994, 1997
Competence And Skills
- Consulting, training, mentoring and coaching.
- Strategy development and implementation support.
- Training content development.
- Marketing.
- Customer service and experience management.
- Oral and written communication.
- Market research.
- Project management and implementation.
- Reporting writing and presentation.
Personal Information
- Date of Birth: 07/14/80
- Gender: Female
- Nationality: Kenyan
References
- Mr. Paul Musyoki, Director, Ready Swift Ltd, 0722644547, info@readyswiftltd.co.ke
- Mr. Stephen Thuo, Consultant, Ianstar Ltd, 0723566709, thuokiabz@gmail.com
- Mr. Andrew Kilungu, Assistant GM Operations, M& S Group Ltd, 0723695295, drubridge@gmail.com
Hobbies and Interests
- Community work
- Reading
- Hiking
- Traveling
- Adventure
Certification
Registered training services provided by the National Industrial Training Authority in Kenya- 2023-24 Renewable
Hobbies- traveling, reading business and motivational books, dancing and music
Hobbies- Traveling, reading business and motivational books, dancing and music
Timeline
Director & Lead Consultant
Ianstar Ltd
07.2016 - Current
Operations & Customer Service Manager
Tabaki Freight Services
10.2014 - 06.2016
GM Operations
M& S Group Ltd
10.2009 - 06.2014
Operations & Customer Service Manager
Aramex Kenya, Formerly One World Courier Ltd
06.2006 - 08.2009
Sales Executive
Barclaycard Centre, Barclays Bank
06.2005 - 06.2006
MBA - Strategic Management
The University of Nairobi