FELISTAS MUMBI
Nairobi
Summary
I'm a data-driven Customer Success (CS) leader with over 15 years of experience building strong client relationships and delivering measurable business growth. My expertise goes beyond relationship building; I leverage data analysis to gain actionable insights, optimize client experiences, and ensure long-term client success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Supplier Success Manager
Xetova Limited
Nairobi
07.2021 - 07.2023
- Increased on-time delivery rates by analyzing trends & implementing interventions.
- Developed real-time supplier dashboards (Tableau) for performance insights.
- Identified at-risk suppliers (KPIs) & enabled proactive risk mitigation.
- Optimized supplier pricing negotiations using data-driven cost-saving opportunities.
- Improved supplier onboarding efficiency by 37% through data-driven streamlining.
- Supported continuous improvement by analyzing supplier data for quality, cost, & delivery.
- Collaborated with cross-functional teams to leverage data for supplier performance.
- Created data-driven reports for key stakeholders on supplier performance & trends.
- Monitored supplier compliance & identified potential contract violations.
- Utilized statistical analysis to identify root causes of supplier issues & develop solutions.
Global Trade Specialist
Kountable Inc.
Nairobi
05.2018 - 09.2020
- Developed data-driven pricing strategies for maximum profitability.(cost, competition, market demand).
- Identified new export opportunities in high-growth emerging markets (trade data analysis).
- Optimized trade financing strategies for best terms (historical data & financial trends).
- Improved trade compliance by 20% (customs regulations & trade agreement analysis).
- Mitigated trade risks (global data & news analysis).
- Supported trade negotiations with data on market trends, regulations, & competitors.
- Created data visualizations (charts, maps) for trade insights (opportunities & risk mitigation).
- Monitored trade performance metrics (export volume, cost, profit margins) with data tools.
- Used data mining to identify trade trends for informed strategic decisions.
Account Manager
The Source Marketing Limited
Nairobi
02.2016 - 05.2017
- Analyzed data to understand client needs, identify market opportunities, and optimize event strategies.
- Designed, planned, and executed exceptional events with seamless logistics and a positive attendee experience.
- Analyzed post-event data to generate reports for future event success and strategy.
- Built strong client relationships and translated needs into successful events.
- Developed data-driven event strategies aligned with market research and client goals.
- Managed all event aspects (suppliers, vendors, staff) using data to streamline logistics.
- Maintained event databases for future planning and decision-making.
Omulele & Company Advocates
Office Administrator
Nairobi
03.2009 - 08.2015
- Managed attorney calendars & meetings, ensuring accurate records.
- Drafted & prepared legal documents, adhering to strict guidelines.
- Led client intake process, collecting & organizing client information efficiently.
- Processed legal mail & faxes, prioritizing & distributing documents to attorneys.
- Organized case files (physical & electronic) for easy access to critical information.
- Managed office supplies & equipment, maintaining smooth operations.
- Delivered excellent customer service to clients & visitors.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Maintained a clean & organized office environment for a positive atmosphere
Customer Service Representative
Simba Telecom Limited
Nairobi
12.2004 - 09.2008
- Resolved customer complaints with high satisfaction.
- De-escalated high-pressure situations professionally.
- Identified root causes & offered solutions to customer issues.
- Actively listened & built rapport with empathy.
- Communicated clearly & accurately with customers.
- Formed strong customer relationships for long-term loyalty.
- Managed customer accounts for renewals & accurate information.
- Utilized internal resources efficiently to answer inquiries.
Front Office Administrator
The Steadman Group
Nairobi
02.2004 - 11.2004
- Organized & Efficient Front Office Admin: Delivered exceptional customer service & support in a fast-paced environment.
- Visitor Management Expertise: Handled visitor flow, phone calls, and inquiries professionally.
- Streamlined Operations: Improved efficiency resulting in positive outcomes.
- Strong Organizational Skills: Maintained a well-organized office environment, managing appointments, calendars, and mail/package distribution.
- Excellent Communication Skills: Fostered a positive first impression for the company.
Education
Kenya Certificate of Secondary Education -
Loreto High School
Kiambu12-2001
Some College (No Degree) - Digital Communications And Multimedia
Africa Digital Media Institute
NairobiSkills
- Excellent communication skills
- Problem-solving skills
- Conflict resolution
- Data analysis and interpretation
- Identifying trends and patterns
- Customer Relationship Building
- Strategic Planning
- Customer Needs Assessment
- Reporting and presentation
- Attention to detail
- Time management skills
- Adaptability and learning agility
- Teamwork and collaboration
Certification
- Applying Analytics to Business Problems
- Customer Relationship Management
- Data Pre-processing
- Data Visualization using Tableau
Timeline
Supplier Success Manager
Xetova Limited
07.2021 - 07.2023
Global Trade Specialist
Kountable Inc.
05.2018 - 09.2020
Account Manager
The Source Marketing Limited
02.2016 - 05.2017
Omulele & Company Advocates
Office Administrator
03.2009 - 08.2015
Customer Service Representative
Simba Telecom Limited
12.2004 - 09.2008
Front Office Administrator
The Steadman Group
02.2004 - 11.2004
Kenya Certificate of Secondary Education -
Loreto High School
Some College (No Degree) - Digital Communications And Multimedia
Africa Digital Media Institute
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