FAITH MWIKALI MBITHI
Nairobi
Summary
A dedicated and highly motivated professional with over 7 years of experience in customer service, sales, and procurement. Demonstrates exceptional interpersonal and teamwork skills, with a proven ability to thrive in dynamic environments. Adaptable and quick to learn, consistently achieving organizational goals through effective communication and strategic planning. Seeking to leverage my extensive background in customer service and sales as a Customer Experience Executive. My focus is to enhance customer satisfaction, drive business growth, and develop my professional skills in a collaborative and innovative environment.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
Trade Development Representative
Safaricom PLC
Nairobi
1 2021 - Current
- Oversee all aspects of cluster management and development, ensuring alignment with company objectives.
- Drive sales volume growth and achieve monthly sales and revenue targets through strategic product mix focus.
- Ensure timely collections and maintain proper product display and pricing standards across dealer channels.
- Promote POSM (Point of Sale Materials) placement and merchandising compliance, generating direct sales orders from retail outlets.
- Uphold distributor management standards according to client guidelines.
- Organize and map new outlets, maintaining an up-to-date outlet database.
- Prepare and communicate daily and weekly sales and journey planner reports, ensuring constant communication.
- Maintain quality standards and ensure retail awareness of client’s quality standards, managing non-conforming products and reporting quality issues promptly.
- Engage and mobilize local communities to support dealer launches, enhancing ownership and performance of dealer shops.
Front Office Assistant
Elegant Safaris
Nairobi
03.2019 - 12.2020
- Provided exceptional customer service and administrative support, handling customer inquiries and resolving issues promptly
- Monitored accounts receivable and payable, ensuring accurate and timely financial transactions
- Maintained comprehensive records of transactions, supported office operations, and coordinated travel arrangements
- Assisted in planning and organizing customer journeys, enhancing customer satisfaction and loyalty.
Hospitality Management Intern / Interim Sales and Procurement Officer
AA Lodges Amboseli
01.2017 - 04.2017
- Started as a Hospitality Management Intern, demonstrating strong performance in various operational roles
- Promoted to Interim Sales and Procurement Officer, where responsibilities included preparing invoices, raising Goods Received Notes, and managing cost control and inventory
- Maintained and updated supplier information, built strong supplier relations, and negotiated contracts
- Identified and evaluated prospective suppliers, ensuring the best value and quality for the organization.
Management Trainee
Tea Tot Hotels
01.2016 - 04.2016
- Participated in various departments including front office, housekeeping, food production, and customer service
- Assisted managers in completing daily tasks, gaining comprehensive knowledge of all organizational departments
- Provided administrative support, contributing to the efficient operation of the hotel.
Brand Ambassador
Safaricom PLC
Nyeri
2 2015 - 10.2015
- Built rapport with customers and vendors, educating them about company products
- Participated in training and workshops, represented the company at product launches and trade shows
- Successfully executed marketing campaigns, enhancing visibility and advocacy within the assigned territory
- Maintained a positive brand image, promoting the company's values and products.
Education
BSc. Sustainable Tourism and Hospitality Management -
Dedan Kimathi University of Technology
01.2014 - 04.2018
Certificate of Computer Packages - undefined
Tala School of Management Institute
05.2014 - 05.2014
Kenya Certificate of Secondary Education - undefined
Matungulu Girls School
01.2010 - 04.2013
Skills
Customer Service Excellence
Analytical and Problem-Solving Skills
Communication Skills
Sales and Revenue Growth
Keyskillsstrengthsandcompetencies
- Dependable: Consistently reliable and committed to delivering high-quality results.
- Active Listening: Strong ability to listen to and understand customer needs.
- Self-driven and Resilient: Demonstrates strong initiative and perseverance.
- Communication: Exceptional verbal and written communication skills.
- Flexible and Adaptable: Quickly adjusts to new and changing environments.
- Team Player: Works collaboratively with colleagues to achieve collective goals.
- Organized: Highly organized with strong attention to detail and effective time management.
Latestachievements
- TDR Winner for Neon Device Attachment: Recognized as the Top Device Retailer (TDR) winner for March and February, demonstrating outstanding sales performance.
- Opened a Dealer Shop: Established a key touchpoint for Marurui/Thome, enhancing customer accessibility and service.
- Community Engagement for Dealer Launches: Instrumental in introducing a culture of including local customers and communities in launching dealer touchpoints. Mobilized mama mbogas, boda boda riders, and other local groups to open the dealer at Marurui/Thome, improving the ownership of the shop and its overall performance.
- Improved Gross Adds Market Share: Closed the last financial year with a gross adds market share of 54%, an improvement from 41%.
- Territory Champion for FTTB: Successfully mobilized dealer sales agents to improve territory performance from 26% to 68%.
References
- Edward Oduor Wasuna, Territory Business Lead, Safaricom | Kasarani - Nairobi, +254 727 000 200
- Wilberforce Shitambasi, Territory Business Lead, Safaricom PLC, +254 721 620 546
- Ruth Koech, Area Sales Manager, NCBA Bank, +254 725 321 280
Timeline
Front Office Assistant
Elegant Safaris
03.2019 - 12.2020
Hospitality Management Intern / Interim Sales and Procurement Officer
AA Lodges Amboseli
01.2017 - 04.2017
Management Trainee
Tea Tot Hotels
01.2016 - 04.2016
Certificate of Computer Packages - undefined
Tala School of Management Institute
05.2014 - 05.2014
BSc. Sustainable Tourism and Hospitality Management -
Dedan Kimathi University of Technology
01.2014 - 04.2018
Kenya Certificate of Secondary Education - undefined
Matungulu Girls School
01.2010 - 04.2013
Trade Development Representative
Safaricom PLC
1 2021 - Current
Brand Ambassador
Safaricom PLC
2 2015 - 10.2015