Microsoft Excel
FRANCIS NJOROGE
ACCOUNTING/SALES
Nairobi
Summary
Organized Accounts Assistant knowledgeable in various accounting programs and possessing solid computer skills. Experienced in handling bookkeeping activities and correcting account errors. Adept at analyzing complex situations and finding creative solutions to challenging problems.
Ambitious Accounting Assistant demonstrating strong background in employee expense management and vendor relations. Skilled in managing outstanding invoices to reduce payment time. Eager to fulfill role of increased responsibility to add value to dynamic accounting team.
Collaborative Key Account Manager with demonstrated success in relationship building, negotiating and developing new business within targeted and assigned accounts. Strong analytic, quantitative and technical aptitude with great attention to detail. Self-motivated, driven and adaptable with proven track record of exceeding goals.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Accounts Assistant
Loki Ventures Limited
Nairobi
01.2022 - Current
- Organized data into multiple spreadsheets to streamline data.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements and statements.
- Reviewed figures, postings and documents for correct entry, completeness and accuracy.
- Used accounting software to prepare weekly and monthly financial reports.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Prepared and mailed invoices to customers, processed payments and documented account updates.
- Prepared itemized statements, bills or invoices and recorded amounts due for items purchased or services rendered.
- Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Monitored status of accounts receivable and payable to facilitate prompt processing.
- Communicated with suppliers to reconcile invoice payments.
- Checked general ledger entries to increase accuracy, prevent significant errors and identify adjustments.
- Supervised daily bookkeeping operations with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Completed financial reports, providing insight into performance, operations and cash flow.
Key Account Manager
Loki Ventures Limited
Nairobi
12.2019 - 12.2021
- Analyzed key competitors to respond to competitive threats.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Analyzed sales to manage life cycle of product, inventory models and selling rates.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
- Supported sales and reporting for large and medium-sized accounts.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Exceptional computer skills
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Attended monthly sales meetings and quarterly sales trainings.
Fleet Manager
Eco Drive Cabs Limited
Nairobi
07.2017 - 11.2019
- Supervised maintenance team and effectively delegated assignments to optimize processes.
- Coordinated safety meetings to educate team members on best practices to mitigate hazard opportunities.
- Reduced expenditures by overseeing vehicle acquisition to attain best value and price negotiation.
- Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
- Provided all drivers with pertinent safety materials regarding rules and regulations.
- Increased regulatory compliance by monitoring vehicles to verify adherence to operational, country and county requirements.
- Suggested actionable improvements to increase efficiency and reduce expenses.
- Trained drivers to manage time effectively, improving overall mileage performance.
- Introduced incentivization programs to increase employee performances.
- Completed projects by effectively delegating tasks and overseeing employee performance.
- Streamlined operations to increase productivity and oversaw employees to maximize outcomes.
Customer Service Representative
Loki Venture Limited
Nairobi
07.2017 - 11.2019
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recorded account information to open new customer accounts.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Processed customer adjustments to maintain financial accounts.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Trained new personnel regarding company operations, policies and services.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Effective liaison between customers and internal departments.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Implemented and developed customer service training processes.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Facilitated inter-departmental communication to effectively provide customer support.
- Entered orders into Shipday computer database system.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Call Center Supervisor
Universal Cabs Limited
Nairobi
01.2015 - 06.2017
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Prepared agendas and took notes at meetings to archive proceedings.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created team rotations to man center effectively during peak hours.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Maintained call center equipment in good working order to maximize productivity.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Education
Associate of Science - Accounting
Royal Business School
Nairobi,Kenya 07.2011 - 11.2014
Skills
Payment reconciliation
Statutory accounts preparation
Ledger and journal entries
Month-end reports
Commission calculation
Invoicing and collections
File and database management
Account Reconciliation
Bookkeeping
Financial statements expertise
Payroll Processing
Data processing
GL accuracy
Staff Management
Financial Management
Expense reports
Key account management
Customer rapport
Relationship selling
Product and service sales
Stocking and replenishing
Point of sale operation
Store opening and closing
Report preparation
Sales expertise
Complaint resolution
Retail materials management
Technical Support
Strategic sales knowledge
Stock management
Route dispatch
CRM
Professional telephone demeanor
Staff education and training
Account management
Order fulfillment
Recordkeeping strengths
Creative problem solving
Administrative support
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15 staff members.
- Documented and resolved Delivery delays which led to increase in order fulfillments & also increased customer retention.
- Achieved high revenue collection by completing accounts reconciliation with accuracy and efficiency.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 50+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Resolved product issue through consumer testing.
Software
Word Processing
Wordpress
SAP
Quickbooks
Interests
Travelling
Being Involved with charities
Joining social events ie Dog show
Reading
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Accounts Assistant
Loki Ventures Limited
01.2022 - Current
Key Account Manager
Loki Ventures Limited
12.2019 - 12.2021
Fleet Manager
Eco Drive Cabs Limited
07.2017 - 11.2019
Customer Service Representative
Loki Venture Limited
07.2017 - 11.2019
Call Center Supervisor
Universal Cabs Limited
01.2015 - 06.2017
Associate of Science - Accounting
Royal Business School
07.2011 - 11.2014