Francis Mugada
Shop /Sales Manager
Nairobi
Summary
Dynamic sales professional with a proven track record at Telkom Kenya, Orange Kenya, KPTC excelling in lead conversion and strong negotiation. Achieved consistent sales growth through innovative strategies and exceptional customer service. Skilled in sales marketing and adept at fostering client relationships, driving loyalty and repeat business. Committed to enhancing team performance,outlets expansion and operational efficiency.
Overview
32
32
years of professional experience
Work History
Sales / Shop Manager
Telkom Kenya
07.2013 - 04.2025
- Deployed At Telkom Headquartes GPO , I managed the following 6 outlets Mega,Telkom Plaza , Prestige, Lavington Eastleigh and Jamhuri. Previously was at Extelcomms shop and managed the following outlets Extelcomms,Village Market,Industrial Area, Buru Buru and Utawala
- Increased sales revenue by developing and implementing effective sales strategies. Field activation,visit to corporate customers for Bulky sales . Won from National Treasury,KPLC Judiciary etc
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed inventory control, cash control, and store opening and closing procedures.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Attended industry events and conventions to explain sales opportunities.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Enhanced sales team morale and cohesion, organizing team-building activities and maintaining open communication channels.
- Elevated brand visibility, coordinating with marketing to launch successful promotional campaigns.
- Developed competitive analysis framework, enabling proactive adjustments to sales tactics and strategies.
- Drove Area sales growth, implementing innovative marketing strategies and cultivating key partnerships.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Boosted customer retention rates, establishing robust follow-up system and personalizing client interactions.
- Expanded market share by identifying and penetrating untapped markets.
- Established metrics-driven sales culture, setting clear performance indicators and regularly reviewing progress.
- Optimized sales funnel management, enhancing lead generation and conversion rates.
- Spearheaded launch of new products, conducting market research and guiding development team on customer needs.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Negotiated partnerships with complementary businesses, creating synergies and expanding customer base.
- Secured lucrative contracts with major accounts, leveraging strong negotiation skills and deep industry knowledge.
- Achieved significant cost reductions by negotiating better terms with suppliers and vendors.
- Streamlined sales processes for efficiency, adopting new CRM tools and technologies.
- Conducted comprehensive market research to identify new opportunities and trends.
- Implemented comprehensive customer relationship management strategy, improving client satisfaction and loyalty.
- Fostered culture of continuous improvement, encouraging feedback and implementing best practices in sales operations.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Built relationships with customers and community to establish long-term business growth.
- Prepared sales presentations for clients showing success and credibility of products.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Organized promotional events and interacted with community to increase sales volume.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Drove sales by developing multi-million shillings contract sales. ie KPLC, National Treasury
- Kept orderly and accurate accounting records by monitoring sales documentation.
Shop Manager
Orange Kenya
04.2011 - 04.2014
- Managed inventory control, cash control, and store opening and closing procedures.
- Increased customer satisfaction by implementing effective sales strategies and providing exceptional customer service.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Maintained safe working environment by enforcing adherence to safety and security protocols.
- Maintained a clean, safe, and inviting store environment for both customers and employees by enforcing proper safety protocols and cleanliness standards.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Ensured compliance with company policies and local regulations by regularly updating staff on changes or new requirements.
- Implemented effective cost control measures to reduce overheads and maintain profitability during challenging economic times.
- Streamlined store operations by delegating tasks efficiently to team members and monitoring progress regularly.
- Implemented visual merchandising techniques to attract customers and drive sales, leading to improved store performance.
- Improved staff morale through regular recognition programs, rewards incentives, open communication channels, resulting in lower employee turnover rates.
- Analyzed sales data to identify trends and create targeted marketing initiatives that catered to the needs of our customer base.
- Controlled costs by effectively negotiating and innovating best accounting procedures, saving on budget per year.
- Implemented store policies and procedures to remain compliant with corporate guidelines.
- Developed new promotional campaigns to attract new customers.
- Monitored and analyzed sales reports to identify opportunities for growth.
- Established strong vendor relationships for timely delivery of products and seamless order processing, ensuring customer satisfaction.
- Recruited trained, and mentored a high-performing staff, fostering a positive work environment that encouraged teamwork and collaboration.
- Evaluated employee performance through regular reviews, setting clear expectations, and offering constructive feedback for continuous development.
- Optimized store layout for better customer flow and product visibility, ultimately enhancing the overall shopping experience.
- Collaborated with other managers within the company network for best practice sharing and continuous improvement efforts.
- Resolved customer complaints professionally and promptly, maintaining a positive brand image and enhancing customer loyalty.
- Managed inventory levels for optimal product availability, resulting in fewer stockouts and increased sales.
- Managed inventory levels, ensuring optimal stock at all times for customer needs.
- Coordinated staff schedules to ensure full coverage during peak hours, enhancing customer service.
- Resolved customer complaints with effective solutions, maintaining positive store reputation.
- Led community engagement initiatives, increasing brand awareness and loyalty.
- Increased customer loyalty with personalized shopping experiences and excellent service.
- Orchestrated redesign of shop layout, improving foot traffic and sales.
- Oversaw daily operations, ensuring store met its performance and sales goals.
- Fostered culture of continuous improvement, leading to higher efficiency and customer satisfaction.
- Improved team morale and productivity through regular feedback and recognition programs.
- Prepared and Managed Profit and loss statement for each outlet hence healthy cash flow.
- Streamlined store operations, reducing overhead costs significantly.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
- Trained and guided team members to maintain high productivity and performance metrics.
Team Leader
Orange Kenya
03.2009 - 03.2011
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Oversaw quality control measures, maintaining high standards for all project outputs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Direct Sales Representative
Orange Kenya
10.2007 - 02.2009
- Ensured compliance with all local, state, and federal regulations regarding vehicle rentals, safeguarding the company''s reputation within the industry.
- Informed customers of promotions to increase sales productivity and volume.
- Participated in ongoing training sessions to stay current on industry trends, product knowledge, and sales techniques.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built diverse and consistent sales portfolio.
- Recorded accurate and efficient records in customer database.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set and achieved company defined sales goals.
- Analyzed market trends to identify growth opportunities within the rental sector, proactively adjusting sales tactics as needed to remain competitive.
- Built relationships with customers and community to promote long term business growth.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Coordinated maintenance schedules for fleet vehicles, optimizing availability for customers while minimizing costs associated with repairs and upkeep.
- Streamlined rental processes, resulting in improved efficiency and reduced wait times for customers.
- Updated company database with new property listings or added amenities.
Sale Supervisor
KP&T Corporation
09.1999 - 09.2007
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Effectively coached team members to reach weekly and monthly sales goals.
- Created innovative sales strategies, leading to improved market share and visibility for the company''s products.
- Promoted exceptional customer service by engaging clients on sales floor.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
Retail Sales Officer
KP&T Corporation
03.1993 - 08.1999
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Executed sales and marketing initiatives to increase revenue for company.
- Complied with governmental and other regulatory agencies by following policies and documenting transactions.
- Partnered with outside sales to identify critical accounts with growth opportunities.
- Placed sales calls and handled sales for incoming customer calls.
- Managed inventory control, ensuring accurate tracking of available vehicles and minimizing downtime between rentals.
- Provided comprehensive training to new team members, ensuring thorough understanding of policies and procedures.
- Implemented operational improvements that enhanced overall branch performance while reducing overhead expenses significantly.
- Handled customer complaints professionally and efficiently, demonstrating commitment to resolving issues promptly and effectively.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
Education
CPA Section 1 & 2 - Accounting
KCCT
Nairobi 04.2001 -
Diploma - Sales And Marketing
ICM
Thika03-2000
Skills
Strong negotiation
Outlets acquisition
Customer Experience Satisfaction
Lead conversion
Retail stock management
Daily Cash Managment
Products marketing
Regulation enforcement
Affiliations
Received certification from :
1. Advance sales course
2. Supervisory Sales
3. Basic Sales
4. Marketing & Tarriffs
5. Customercare by "Know how International" (KHI)
6. Sales and Customer care by "Soft skills".
Also won several accolades from my exemplary perfomance
Additional Information
Sales outlets that I initiated/proposed and opened.
1. Bungoma
2. Nanyuki
3. Marsabit
4. BBS mall Eastleigh
5.Lavington
6.Village Market
7.Kikuyu
8. Embu
Examples of Bulky/corporate Sales were derived from
1. Government ministries
2. Parastatals
3.County governments
4.Companies
Driving Experience
over twenty years of experience
Computer literate.
user of :
1.CRM
2. ERP
3.POS etc
Timeline
Sales / Shop Manager
Telkom Kenya
07.2013 - 04.2025
Shop Manager
Orange Kenya
04.2011 - 04.2014
Team Leader
Orange Kenya
03.2009 - 03.2011
Direct Sales Representative
Orange Kenya
10.2007 - 02.2009
CPA Section 1 & 2 - Accounting
KCCT
04.2001 -
Sale Supervisor
KP&T Corporation
09.1999 - 09.2007
Retail Sales Officer
KP&T Corporation
03.1993 - 08.1999
Diploma - Sales And Marketing
ICM