FAITH MWIKALI MBITHI
KANGUNDO
Summary
I am a responsible self motivated person able to work in any environment with minimal supervision to achieve set goals. I posses good interpersonal skills and comfortably works as a team member. I am flexible with high acquisition skill levels and easily adapts to new and challenging situations.
Overview
10
10
years of professional experience
Work History
CUSTOMER EXPERIENCE EXECUTIVE
SAFARICOM PLC
08.2024 - Current
- Handle incoming customer calls with professionalism and empathy, providing accurate information, resolving issues efficiently, and ensuring a positive customer experience in every interaction.
- Foster a culture of empathy by personally practicing active listening during every customer interaction — ensuring each customer feels heard, understood, and supported
- Escalate complex or unresolved customer issues promptly to relevant departments to guarantee timely and effective solutions.
- Analyze customer service trends and provide insights and recommendations to improve service quality and resolution speed.
- Build trust and confidence with customers by actively listening to their concerns and offering tailored, effective solutions.
- Monitor key performance indicators, including customer satisfaction surveys and Net Promoter Scores (NPS), to identify areas for improvement.
- Collaborate with internal teams to close service delivery gaps and enhance the overall customer experience.
- Stay informed about Safaricom’s products, services, and market trends to provide accurate and up-to-date information to customers.
TRADE DEVELOPMENT REPRESENTATIVE
SAFARICOM PLC
12.2021 - 08.2024
- Driving monthly sales and revenue targets
- Ensuring accurate product and price displays
- Training dealer sales agents on new products and services.
- Working closely with dealers and other touchpoint partners in closing gaps for current and new products
- Generating primary sales orders from retail outlets
- Mapping and listing of new outlets
- Maintaining dealer and retail outlet database within a distribution area
- Timely daily and weekly reporting
- Ensuring retail awareness on client's quality standards
- Identifying and addressing customer issues on trade
FRONT OFFICE ASSISTANT
ELEGANT SAFARIS
01.2019 - 03.2021
- General customer service
- Providing administrative support
- Monitoring accounts receivable and payable
- Maintaining records of transactions
- Coordinating travel arrangements
- Planning customer journey
SALES AND PROCUREMENT OFFICER
AA Lodges Amboseli
01.2017 - 04.2017
- Preparing invoices
- Raising Goods Received Notes
- Cost control and inventory management
- Maintaining and updating supplier information
- Good supplier relations and negotiating contracts
- Identifying and evaluating prospective suppliers
MANAGEMENT TRAINEE
TEA TOT HOTELS
01.2016 - 04.2016
- Assist managers in completing daily tasks
- Understanding all organizational departments
- Providing administrative support
BRAND AMBASSADOR
SAFARICOM PLC
02.2015
- Building rapport with customers and vendors
- Educating customers about company products
- Participating in training and workshops
- Representing the company at product launches and trade shows
- Maintaining a positive brand image
Education
BSc. - Sustainable Tourism and Hospitality Management
DEDAN KIMATHI UNIVERSITY OF TECHNOLOGY
01.2018
Certificate - Computer Packages
TALA SCHOOL OF MANAGEMENT INSTITUTE
07.2014
Kenya Certificate of Secondary Education - undefined
MATUNGULU GIRLS SCHOOL
01.2013
Skills
- Steadfast commitment to responsibilities
- Excellent active listening skills
- Self-driven and resilient
- Good communication skills
- Flexible and adaptable
- Collaborative team member
Accomplishments
- Featured in the CX Scoop Magazine as one of the newest members of the Safaricom family that embody our passion for Safaricom, our customers, and the spirit of "I AM SAFARICOM"
- Met set targets for NPS, Satisfaction, and Resolution for Q1 closing at 62 %, 82%, and 89.6% respectively.
- Achieved NPS of 82% July 2025.
- Improved Share of Gross Adds to 64% during the month of December 2023
- Promoted to sales and procurement officer position during the industrial attachment period after displaying excellent sales, leadership and organizational skills at AA Lodges Amboseli
- Awarded three Certificates of merit for Academic Excellence at Dedan Kimathi University of Technology
- Awarded Certificate of Commendation for actively organizing and engaging in community service at Matungulu Girls School
Timeline
CUSTOMER EXPERIENCE EXECUTIVE
SAFARICOM PLC
08.2024 - Current
TRADE DEVELOPMENT REPRESENTATIVE
SAFARICOM PLC
12.2021 - 08.2024
FRONT OFFICE ASSISTANT
ELEGANT SAFARIS
01.2019 - 03.2021
SALES AND PROCUREMENT OFFICER
AA Lodges Amboseli
01.2017 - 04.2017
MANAGEMENT TRAINEE
TEA TOT HOTELS
01.2016 - 04.2016
BRAND AMBASSADOR
SAFARICOM PLC
02.2015
Certificate - Computer Packages
TALA SCHOOL OF MANAGEMENT INSTITUTE
Kenya Certificate of Secondary Education - undefined
MATUNGULU GIRLS SCHOOL
BSc. - Sustainable Tourism and Hospitality Management
DEDAN KIMATHI UNIVERSITY OF TECHNOLOGY
References
Carolyne Akoth, Nyanjom, Call Center Team Leader, CNyanjom@safaricom.co.ke, +254722 458 423, Safaricom PLC
Wilberfoce Shitambasi, Territory Business Lead at Safaricom PLC, Wshitambasi@safaricom.co.ke, +254721 620 546
Edward Oduor Wasuna, Territory Business Lead at Safaricom PLC, Ewasuna@safaricom.co.ke, +254727 000 200
Hobbies and Interests
Volunteering
Travelling to new environments
Reading and watching documentaries
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