Travelling
John Mugo
Business Development Manager -HR And CX Manager.
Nairobi,Kenya
Summary
I'm a Jack-of-all-trades, not confused but a multipotentialite with exceptional talents in various fields. An accomplished Business Development Manager, offering 9+ years of experience developing and maximizing both and B2C and B2B Sales. A professional who thrives extremely well in challenges, by embracing them as a pathway for my own growth and excellence. I'm very diligent in building and retaining accounts, by providing support and attentive service. I have the expertise in sales and marketing strategies, product promotion and merchandising to achieve market penetration. I have a proven track record of transforming inefficient, underperforming operations into successful enterprises. Besides, I'm very skilled in customer relationship
management and strategic financial planning, adept at driving customer satisfaction and team performance.
Last but not least, I'm a well-qualified HR professional with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Business Development Manager
Bidii Credit Ltd
Thika Kenya
03.2023 - 12.2023
- Reached out to potential customers via telephone, emails, texts, and in-person inquiries with a minimum of 100+ in outbound calls daily, with an aim of converting them to potential-revenue generating leads.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Consistently met or exceeded monthly quotas through diligent prospecting efforts, relentless follow-up activities, and expert negotiation skills.
- Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
- Diligently updated, on need basis and maintained the bank's CRM databases to enhance operational efficiency and boost revenue.
Operations Manager, CX and Business Development
Cemes Ltd
Kirinyaga, Kenya.
12.2021 - 12.2022
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Collaborated with sales and marketing teams to align customer experience strategies with overall brand goals.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Implemented business development strategies, increasing revenue, and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Customer Relationship Officer
Cemes Ltd
Kirinyaga, Kenya
09.2021 - 12.2021
- Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed.
- Made customers aware of current and new programs and services.
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Reduced call center wait times by efficiently managing incoming requests and delegating tasks effectively.
- Managed customer relations on ongoing basis to maximize customer retention.
- Boosted sales revenue with upselling strategies tailored to individual customers'' preferences and requirements.
Direct Sales Representative
Letshego Financial Services
Thika Kenya
04.2019 - 04.2020
- Boosted sales revenue by identifying customer needs and providing tailored product recommendations.
- Expanded clientele base by actively prospecting new customers via phone calls, emails, and door-to-door visits.
- Managed customer accounts efficiently, ensuring timely updates on orders, payments, and delivery status.
- Improved team morale and performance by sharing best practices and offering support to fellow sales agents.
- Leveraged excellent communication skills to present product features and benefits persuasively, driving higher conversion rates.
Human Resources Manager and Marketing Director
Liyala Cottages
Kakamega, Western Kenya
05.2017 - 08.2018
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Facilitated open communication channels between employees and management by conducting regular town hall meetings or roundtable discussions.
- Collaborated with executive leadership to align HR initiatives with overall business goals and objectives.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Developed and implemented successful marketing strategies to increase brand visibility and sales performance.
- Conducted market analysis and research to identify trends and opportunities.
- Deployed well-coordinated campaigns, events and public relations strategies to promote brand.
Sales Business Development Representative
Faulu Microfinance Bank
Embu, Kenya
01.2015 - 04.2017
- Conducted comprehensive market research to identify emerging trends and capitalize on new opportunities.
- Optimized sales pipeline management by regularly updating and maintaining an accurate record of all leads, contacts, and accounts in the CRM system.
- Boosted sales revenue by identifying and pursuing new business opportunities within the target market.
- Collaborated with Account Executives who assisted in assessing Quality leads.
- Mentored junior team members, sharing best practices in prospecting, closing deals, and relationship management techniques.
- Demonstrated a commitment to the bank's mission through active volunteerism and advocacy efforts.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Education
Craft Certificate - Information Science
Thika Technical Training Institute
Thika, Kenya 03.2021
Associate Degree - Human Resources Management
Thika Institute of Business Studies
Thika Kenya 09.2015
Certificate - Computer Applications
Hermatech Computer College
Thika, Kenya 01.2013
Kenya Certificate Of Secondary Education - High School Education
Kegonge Boys High School
Embu, Kenya 11.2012
Skills
Relationship Management
Marketing Principles
Financial Advising
Cash handling expertise
Excellent Verbal and Written communication
Revenue Generation
Staff Management
Staff Training
FHA loan process background
Proficient in MS Office
Data Entry
Knowledge of Equifax Application Engine
Product training
Background in mutual funds, stocks, bonds and investments
Relationship building and management
Business development expertise
Strategic and financial planning
Google Tools proficiency
Email Marketing
Content marketing
Prospecting customers
SEO proficiency
Mobile marketing
Data Analytics
Cold calling skills
Project Management
Online marketing
Campaign management
Product development
Complaint resolution
Recordkeeping strengths
Professional telephone demeanor
Retail materials management
Account management
CRM Software proficiency
Training development aptitude
Strategic sales knowledge
Creative problem solving
Key holder experience
Solution selling
Strategic account development
Decisive and Flexible thinker
Systems and software programs
Analytical problem solver
B to B sales
Direct sales
Performance Appraisals
Public speaking
Work flow planning
Budgeting
Natural leader
SAP expertise
Employee relations and conflict resolution
Negotiation and Persuasion
Cost reduction strategies
Superb time management skills
P&L Management
Staff training/development
Risk analysis and management
Contract Negotiation
Client account management
Performance Evaluations
Attention to details
Ability to work independently
Positive Attitude
Ms Excel
Ms Word
Leadership
Independent decision-making
Route dispatch
International sales support
Database administration
Operations Management and Processes
Ms PowerPoint
KPI knowledge
Digital Marketing
Ms Access
Ms PowerPoint
B2C sales
Marketing Automation
Accomplishments
- Increased the monthly profit income by 120% at Cemes Ltd in just 4 months.
- Successfully managed and reduced the Portfolio at Risk rate at Cemes Ltd from 47% to 8%.
- Awarded a Certificate of Excellence for exemplary performance and recognition for being the best Operations Manager, nationwide at Cemes Ltd.
- Improved the Collection Rate CR from an average of 60% to an upwards of 80% at both Cemes and Bidii MFIs.
- Consistently surpassed my monthly targets of 25 loans at Letshego by doing between 32-40 over the time.
- Increased monthly revenue by 35% through implementation of strategic initiatives and sales techniques at Liyala Cottages.
- Grew new accounts by 30% in only 3 months at Faulu Microfinance Bank.
- Lead the team at Cemes to win a Performance Trophy for being the Most Improved and Best performing Team Nationwide.
- Successfully optimized Sales pipelines management by regularly updating and maintaining accurate records of all leads, contacts, and accounts by the help of the CRM database system.
- Led the team at Bidii MFI with Kes 8 Million+ in loans disbursements, exceeding my monthly commercial targets of 6.2M.
- Reduced and managed PAR Portfolio at Risk rate from 16% to 7% in 3 months at Bidii Credit.
- Won back 75% of dormant clients at Cemes MFI in 2 months after the promotion.
Additional Information
Kindly Note:
- I'm available for hybrid, onsite and remote jobs.
- I'm open for any available, and or necessary further training aimed at sharpening my skills for a particular task.
- I have an home office set up that's quiet and favourable, consisting of a desktop, a laptop and an internet connection with a broadband speed of 100 Mbps to 500 Mbps aimed at facilitating a seamless experience working remotely.
Softwares Expertise:
- HR360
- Zoho Corporation
- Zoho People
- Salesforce
- CRM
- LinkedIn Sales Navigator
- Helpdesk
- HubSpot
Interests
Innovation
Learning
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Development Manager
Bidii Credit Ltd
03.2023 - 12.2023
Operations Manager, CX and Business Development
Cemes Ltd
12.2021 - 12.2022
Customer Relationship Officer
Cemes Ltd
09.2021 - 12.2021
Direct Sales Representative
Letshego Financial Services
04.2019 - 04.2020
Human Resources Manager and Marketing Director
Liyala Cottages
05.2017 - 08.2018
Sales Business Development Representative
Faulu Microfinance Bank
01.2015 - 04.2017
Craft Certificate - Information Science
Thika Technical Training Institute
Associate Degree - Human Resources Management
Thika Institute of Business Studies
Certificate - Computer Applications
Hermatech Computer College
Kenya Certificate Of Secondary Education - High School Education
Kegonge Boys High School
Licenses
I hold a record clean Driving Licence issued by the National Transport and Safety Authority.