CHRISTINE MATHENGE
Management Consultant
Nairobi
Summary
Dynamic and results-driven management professional with diverse experience in multinational banking and financial services, business ownership and destination management in tourism. Skilled in people management, business analysis, process optimization, and stakeholder management.
A strategic thinker with a deep understanding of customer service, marketing and a track record of executing complex projects on time, within scope, and within budget.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Destination Management & Travel Coordinator
Self Employed
10.2023 - Current
- Plan, develop, and manage tourist destinations, including diaspora properties. Organize travel arrangements for international and local tourists: local flights, accommodation, visas (ETA), and ground transportation.
- Promote and market a destination to potential visitors with online tools such as Social Media, Booking.com, and Airbnb applications.
- Established strong relationships with local vendors, securing contracts for preferred rates and services for clients.
- Developed strong relationships with clients, resulting in repeat business and referrals.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and anticipating client needs.
- Created customized travel packages tailored to individual client preferences and needs using tools such as Safari Portal for presentation.
- Kept traveler passport info, visa/ETA information, and other paperwork current and organized for easy access and use.
- Improved internal processes through implementation of time-saving tools. Created process flows and internal business procedures; utilized WhatsApp tool and Zoom for client engagement.
- Arranged hotel accommodations, cars, or drivers, and all related documentation.
- Complied with company standards while preparing internal, informal, and official documentation.
- Facilitated seamless communication between travelers, suppliers, colleagues, and management through regular updates on trip progress.
- Provided clients with literature presenting proposed destinations and transfer points using the Safari Portal.
- Reviewed, inputted, and coordinated payment of invoices for travel-related services with contracted suppliers.
- Handled emergency situations calmly, while working quickly to find alternative travel arrangements when needed.
- Developed loyal clientele base due to excellent listening and research skills, and keen understanding of travel budgets.
- Engage with all travelers upon arrival and departure, stored baggage when necessary, and escorted guests to tourist destinations when extra care was needed.
Small Business Owner
NYAGU’S WELLNESS & SALON
7 2019 - 01.2024
- Sole proprietor of a new beauty parlour.
- Interact with clients, train, and monitor staff performing beauty procedures.
- Oversee ordering and replenishing of supplies, complete accounting duties, monitor adherence to hygiene standards, and customer service.
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Advertised products and services online, on social media, and through traditional campaigns to target ideal consumers.
- Promoted business via social media to generate leads and maximize brand identity.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Fostered a positive work environment that motivated employees towards achieving their potential while contributing significantly towards overall company success.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
Marketing Sales Agent
MAGICAL SKIES
03.2018 - 03.2018
- Market a Sarova Hotel-owned travel consolidator company specializing in safaris in Africa, worldwide, flights, hotels, camps, and tours.
- Set up meetings with non-IATA travel agencies to promote clients.
- Market targeted Corporates and set up meetings with key partners to acquire business and establish contracts for corporate travel and activities.
- Tour manager for tourists traveling to Maasai Mara; accompany to ensure legendary service is provided and coordinate activities.
- Social Media marketer for Serenity Villas in Zanzibar and Ole-Itiko Cottages in Naivasha.
- Expanded client base by diligently prospecting new leads and effectively presenting product offering with top affinity prospects, such as Mastercard Kenya.
Business Analyst (BA)
TD CANADA TRUST – MBNA & CUETS
06.2014 - 10.2017
- Perform day-to-day operational routines throughout project phases: initiation, concept, analysis, development, testing, and implementation for new or changes to collateral and collateral images.
- Work effectively with partners (internal and external) to ensure business risks, impacts, and constraints related to the technology solution(s) or business processes are identified and mitigated.
- BA lead and subject matter expert (SME) for the Access Cheques and Envelope streams for both MBNA Visa and MasterCard.
- Conduct and manage Business Unit Validations, output audits, reconciliation, re-orders, and invoicing tasks.
- Support business stakeholders, vendors, and technology partners to analyze, develop, and recommend technical solutions that support business strategies.
- New product launches/changes: perform post-implementation activities such as deployment, contingency planning, first-occurrence verification, and incident management for the mentioned streams.
- Actively participate in testing activities to validate results, support proposed solutions, and satisfy business requirements.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Strengthened regulatory compliance by updating internal processes in line with new industry standards and legislation.
- Optimized business operations by designing and introducing efficient workflow processes, which led to smoother project execution.
- Collaborated with IT to develop business intelligence tools, enhancing the quality of data-driven decision-making.
Customer Service/Loyalty People Manager
TD CANADA TRUST – MBNA & CUETS
01.2009 - 05.2014
- Managed a team of 12-15 senior operation officers
- Day-to-day supervision of the team, monitor calls focusing on performance development, call handling quality, service levels, efficiency management and schedule adherence
- Team objective was to retain at least 55% of the qualified customers wishing to close their accounts
- Execute performance reviews; assess strengths and development needs, identify trends, provide feedback and identify opportunities for growth
- Coach, train and develop employees
- Promoted from Service to Loyalty (Retention) people manager in December 2010
- Lead tenured employees with the objective to instill customer loyalty by providing added value to customer products and establishing relationships.
Loyalty Marketing Assistant
TD CANADA TRUST – MBNA & CUETS
08.2011 - 10.2011
- Objective was to manage consistent customer experience throughout the customer lifecycle, ensuring 'brand' alignment and optimal strategy execution
- Responsibilities included tracking and monitoring the customer life cycle marketing process with strategy owners
- Objective was to optimize the customer marketing experience and ensure consistent creative execution across direct mail and online customer strategy channels.
Customer Operations Quality Analyst/Assistant Manager
TD CANADA TRUST – MBNA & CUETS
02.2008 - 12.2008
- Responsible for ongoing training; daily quality calls coaching and development of associates in Customer Service including monthly targeted listening and auditing.
Education
Bachelor in Business Admin - Business Administration, Marketing & MIS
UNIVERSITY OF OTTAWA
Ottawa, ON 09.1998 - 12.2001
Skills
Leadership - demonstrated coaching and managements skills Sound knowledge of leadership practices, collateral, business processes and operations Completed leadership and coaching courses at MBNA
Time management - able to balance the needs and schedules of multiple clients while staying within budget constraints
Administratively strong - organized, dependable and execute with a vigilant eye to detail
Interpersonal skills - strong ability to build relationships, communicate effectively with clients and stakeholders Trusted by "diaspora" clients to manage their property and other interests in Kenya end to end
Problem solving - proven ability to calmly implement solutions efficiently in high pressure situations
Event planning - effectively co-ordinate events, itineraries and assigned projects Experience in entertainment as a professional vocalist
Multi-tasking - Perform well with a team, independently, with the ability to handle several moving parts
Interview certified - 7 years experience with posting jobs, hiring qualified candidates and savvy with HR tools
Adaptability - able to quickly adapt to changing processes, systems and situations such as cancellations and delays
Technology skills - quick learner with new systems; good knowledge of online communication tools, proficient with MS Office, Google Drive and travel related software
Cultural competence - raised by a diplomat and well traveled Strong ability to relate with diverse cultures and backgrounds having lived, studied and worked in Africa, Asia, North America and Europe
Accomplishments
- Business Analyst: Written and approved procedures and process flows for Access Cheques, Collateral and Envelope streams within targeted time-line. Awarded on support for CUETS operational activities for demonstrating flexibility and adaptability with a new product.
- Customer Service/Loyalty People Manager: Received a Bronze award for organizing and conducting a successful customer service refresher course for new loyalty employees. Commended for ability to motivate, create enthusiasm and team building within and outside the department: hosted department quarterly and floor meetings that celebrate achievements, coordinated diversity celebration and participated in open house recruitment sessions. Certificate from CEO for going above and beyond role: Member of Canada Card Services Presidents club 3rd Quarter 2009. Developed and conducted roundtable session for operations for a successful schedule selection for front line operations (2012-2013).
- Customer Operations Quality Analyst/Assistant Manager: Received Bank of America Global Card Services quarterly award of excellence 2nd Quarter-2008 issued by President, Card services executive and CEO. Graded exceeds expectations on annual Performance Development Plan (PDP) on behavioural and competencies.
References
- Christinah Muthoni, Accountant, 8009 Somerville Lane, Elkridge, MD 21075, USA. +1 (240) 481-8036, mathengemuthoni@gmail
- Khairunnisa Dadarkar (Khensa), Managing Director at Safarifi, Kenya. +254 (722) 972-991, safarifikenya@gmail.com
- Marsha-Ann Rochester, Senior Advisor, Information Solutions, Strategic Integration and Governance, Labour Program, Employment and Social Development Canada/ Government of Canada, 165 Hotel-de-ville Street, Phase II, 11th floor, 11D340, Canada. +1 ( 819) 654-3247, marshaann.rochester@labour-travail.gc.ca
- Stanford Makuwatsine, Branch manager, TD Canada Trust, 12 government road west, Kirkland Lake, Ontario, P2N 2E2, Canada. +1 (613) 882-5013, stanford.makuwatsine@td.com
Key Achievements
Destination Manager:
- 8.8 rating on Booking.com for Diaspora vacation property
- Written commendations and referrals from international traveled tourists
Business Analyst:
- Written and approved procedures and process flows for Access Cheques, Collateral and Envelope streams within targeted time-line.
- Awarded on support for CUETS operational activities for demonstrating flexibility and adaptability with a new product.
Customer Service/Loyalty People Manager:
- Bronze award - organizing and conducting a successful customer service refresher course for new loyalty employees.
- Commended for ability to motivate, create enthusiasm and team building within and outside the department: hosted department quarterly and floor meetings that celebrate achievements, coordinated diversity celebration and participated in open house recruitment sessions.
- Certificate from CEO for going above and beyond role: Member of Canada Card Services Presidents club 3rd Quarter 2009.
- Developed and conducted roundtable session for operations for a successful schedule selection for front line operations (2012-2013).
Timeline
Destination Management & Travel Coordinator
Self Employed
10.2023 - Current
Marketing Sales Agent
MAGICAL SKIES
03.2018 - 03.2018
Business Analyst (BA)
TD CANADA TRUST – MBNA & CUETS
06.2014 - 10.2017
Loyalty Marketing Assistant
TD CANADA TRUST – MBNA & CUETS
08.2011 - 10.2011
Customer Service/Loyalty People Manager
TD CANADA TRUST – MBNA & CUETS
01.2009 - 05.2014
Customer Operations Quality Analyst/Assistant Manager
TD CANADA TRUST – MBNA & CUETS
02.2008 - 12.2008
Bachelor in Business Admin - Business Administration, Marketing & MIS
UNIVERSITY OF OTTAWA
09.1998 - 12.2001
Small Business Owner
NYAGU’S WELLNESS & SALON
7 2019 - 01.2024