Kristine Gichuhi

Work History

Operations Support Analyst

IWG PLC (Regus)

Nairobi

2021.08 - Current

Review company policies and business processes and use as base for any problem resolutions. Works productively to determine needs of customers and fast-track solutions to those needs
Work well with upper management to ensure ultimate customer satisfaction especially escalations of major issues and possible resolutions to each issue raised.
Creates plans and communicates deadlines to complete projects on time. Completed six project successfully to date and within set deadlines.
Increase user satisfaction by resolving issues quickly and correctly with consistent personal NPS score of +95%.
Handles forty plus user operations tickets per day to address customer inquiries and concerns. Answers inquiries correctly by effectively researching, locating, and relaying information to users.
Brings forth ability to work well independently and collaboratively. 6 projects, 4 were independently done and 2 were collaborative.
Always meets monthly and quarterly targets by exceeding each KPI by average of 25%.

Team Lead Community Manager

Regus Kenya Ltd

Nairobi

2018.11 - 2021.08

Oversaw operations of teams in Namibia, Botswana, Kenya, and Zambia, total of fourteen business centres, team of twenty five, and over four thousand customers across cluster.
Assisted with recruitment and training of eight new employees, while also monitoring productivity of current seventeen employees.
Identified and maximized sales opportunities, and increased customer retention rates by 14% and maintained customer retention rate of 90% across cluster.
Helped to achieve 12% increase in sales revenue and 17% in services sales revenues.
Ensured that business operated per policies.
Performed employee and team evaluations on monthly and quarterly basis to identify growth opportunities.
Managed winning team. Among global champions with zero debt global campaign earning each team member extra bonus as reward.

Senior Community Manager

Regus Kenya Ltd

Nairobi

2018.01 - 2018.11

Handled all ,over three hundred, customers logistics and service agreements and effectively scheduled appointments, showings, move-ins and move-outs.
Collaborated site foreman during interior renovations and construction of new centre opening. Handled one new centre opening during this period.
Streamlined operations by communicating efficiently with clients, keeping meticulous records, budget management and internal collaboration.
Maintained productivity objectives by leveraging hands-on leadership abilities to effectively direct five-person team.
Inspected three hundred office units across three centres while at these centres (Laiboni centre, JKUAT towers and Ushuru pension plaza centres) before and after customers moves to write effective proposals and determine charges or readiness for new customer.
Resolved customers issues quickly and increased tenant retention by 45%, pushing occupancy rate to 98%. This also lead to expansion of centre by 25 more office units due to high demand and high retention rate.
Improved processes through expense management, reducing centre spending by 13%.

Area Manager RIOT

Regus Kenya Ltd

Nairobi

2016.02 - 2017.12

Capitalized on new sales and business opportunities when developing partnerships with other companies, successfully increasing sales volume 13.25%.
Reduced process bottlenecks by 7% through training and coaching employees on practices, procedures and performance strategies.
Collaborated with technical and administrative teams to develop and implement successful corrective plans. As result, through effective debt collection policies, were able to reduce business cluster debts by 75%.
Attracted new clientele and developed customer relationships by hosting twelve product-focused events, such as broker breakfast meets or evening cocktails.
Collaborated with vendors and built effective partnerships devoted to capitalizing on emerging and sustainable sales opportunities as referral sources.
Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations. This helped retain customers and maintain occupancy at 92% across territory.
Adhered to company's proven sales methodologies and consistently applied them helping to exceed monthly sales targets by 5%.
Held weekly meetings with director to identify techniques to overcome sales obstacles.

General Manager

Regus Kenya Ltd

Nairobi

2014.11 - 2016.01

Drove year-over-year business growth while leading sales, operations, strategic vision and long-range planning. As e.g. assisted in merger and acquisition process of three business centres.
Reviewed over one thousand customer service agreements for terms and conditions pricing and accuracy.
Tracked sales pipeline data, won vs. lost opportunities and lead response times with Sales CRM. This helped meet and exceed personal monthly sales objectives of five office deals, four virtual office deals and two business world memberships deals. Consistently delivered average of 5 office deals, 8 virtual offices deals and 5 business world membership deals monthly.
Analyzed and managed financial statements, sales reports, budget implementations in two centres, five employee evaluations and contract details.
Provided thoughtful guidance to personnel in navigating and resolving snags in productivity. This helped to reduced process bottlenecks as well as training and coaching employees on practices, procedures and performance strategies.
Evaluated suppliers to maintain cost controls and improve operations. Reduced telecommunication suppliers from two to one, and office cleaning companies from two to one for two business centres.
Resolved customer issues quickly to close deals and boost client satisfaction. Maintained retention rate of 91% and occupancy of 97% for two business centres.
Interpreted sales and pricing policies to departmental personnel and customers.

Marketing Executive

CPF Financial Services

Nairobi

2013.07 - 2014.11

Identified weaknesses in existing marketing campaigns to develop pragmatic solutions within budgetary constraints. This increased sales by 100% as went from offering free training to charging customers for training sessions. Produced six, profitable training programs within year.
Organized and analyzed data and marketing results of every training program to determine percentage of return of investments, what went right, what went wrong and apply necessary changes and generate reports for senior management review, and green light for implementations of improved strategies.
Teamed up with public relations team to sourced advertising opportunities to place adverts in press and social media. This helped generate 58% of sales leads and 37% of whom were closed deals.
Adapted communication styles to project goals and audience e.g. introduced scheduled targeted email marketing programs.
Created client files and maintained meticulous organization of event documents
Achieved or exceeded company-defined sales quotas. Each training program needed at least 30 trainees, and each training got 40 -50 trainees. This was achieved by making daily outbound calls, up 5 hours per day. Cold called fifty to seventy companies on daily so as to get training class of thirty people. This contributed to company revenue by securing over $58,000 in training product sales.
Negotiated prices, terms of sales and service agreements with hotels and conference venues.
Built and cultivated long-term quality relationships with over thirty clients by addressing needs and providing superior customer service.

Sales & Marketing Executive

Sai Eden Roc Hotel

Malindi

2012.10 - 2013.04

Utilized revenue management techniques to negotiate room rates and function space commitments to enhance hotel's financial performance. This increased bookings for function space by 85% and room bookings by 78%.
Implemented and created promotions to stimulate repeat business and attract new business travel accounts and good examples was with airport authority and airlines as well as film companies to provide affordable accommodation for their crew members.
Analyzed past marketing initiatives and revamped company's marketing efforts to keep existing guests and attract new ones like created hotel awareness through social media campaigns or providing interested persons with information about hotel, available rooms, and rates
Created and implemented new business opportunities by utilizing strategic networking strategies especially with local schools and found that needed safe space for children to swim. Offered hotel swimming pool as solution boosting service revenues by 56% or when hosting business networking events for business community in Malindi.
Maintained strong work relationships with all hotel departments
Managed accounts to retain existing relationships and grow share of business. Visited key accounts at least once quarter to know current hotel needs and how may be of service. This helped boost rooms occupancy by 40% and maintain occupancy rate of 70%.
Identified opportunities and cultivated new business through 140 new cold calls per week.

Marketing and Business Development Executive

AMBC International Ltd

Nairobi

2011.01 - 2012.10

For first event, was able to secure three major sponsors that resulted in 15% boost in profit and 10% rise in attendance. This was achieved through continuous pursuit of new sales opportunities and expert closing of customer deals.
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Managed and recorded leads from outbound telephone marketing. Made 35- 50 cold calls per day to generate sales leads and close deals.
Utilized advanced technology and social media skills to connect with consumers.
Always enlisted customer-service approaches which helped secure nine long term accounts.
Created staff welfare committee to support various events for colleagues such as birth of child, funerals, weddings etc.
Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Continually maintained and improved company's reputation and positive image in markets served.

Ag. Team Leader

Marcus Evans Group PTY

Nairobi

2010.01 - 2011.01

Consistently surpassed sales targets by maintaining high sales per event throughout year and was honored as 3rd Top salesperson of year 2010. This was achieved through effective task prioritization and great work ethic.
Monitored sales team of six on performance and provided constructive feedback. Trained, coached and mentored sales team for maximum performance.
Actively listened to customers' requests, confirming full understanding before addressing concerns. Handled concerns quickly and escalated major issues to supervisor.
Got promoted thrice within same year; started as junior sales executive, then to senior sales executive and finally Ag Team leader.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Worked closely with other departments e.g. events team, accounts team and marketing teams to understand full scope of available offerings and provide top-notch salesmanship to customers.
Contributed to company revenue by securing over $50,000 in product sales by facilitating sale of 10 training programs to customers.

Intern

Ministry of Higher Education, Science and Technology

Nairobi

2009.07 - 2009.12

Worked in both Human Resources and Public Relations Offices, main role was to learn and gain job exposure in Human Resource and Public Relations
Reduced time taken to process leave forms and allowances by processing together as batch as opposed to each separately and follow them up in approval process until got feedback
Added twelve more publications as part of press release reviews. This enabled public relations officer have wider and holistic view of what discussions were around ministry
Assisted public relations officer to set up for Nairobi agricultural show's ministry building stand at Nairobi, ASK show ground and won 2nd place as best stand.
Sorted, organized and maintained files for both Human Resource and Public Relations Office.
Answered and transferred incoming telephone calls, taking messages for various staff members.
Distributed office supplies and files for staff.
Frequently inspected production area to verify proper equipment operation.

Summary

Overview

Work History

Operations Support Analyst

Team Lead Community Manager

Senior Community Manager

Area Manager RIOT

General Manager

Marketing Executive

Sales & Marketing Executive

Marketing and Business Development Executive

Ag. Team Leader

Intern

Education

Certificate of Accredidation - Customer Onboarding Accredited

Post Graduate Diploma - Sales & Marketing

Bachelor of Arts - Business Administration And Management

Skills

Timeline

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