Lilian Achungo Mulaku
SALES AND MARKETING EXPERT
Nairobi,KENYA
Summary
Sales and marketing professional equipped to drive results and foster team collaboration. Skilled in strategic planning, market analysis, and customer relationship management. Adept at adapting to changing needs and delivering impactful campaigns. Known for reliability, communication, and innovative problem-solving in dynamic environments.
Overview
23
23
years of professional experience
20
20
years of post-secondary education
Work History
Director
WAKAMAU KITCHEN
NAIROBI, KENYA
08.2019 - Current
- Planning and Organization to ensure orders received are well managed and delivered on time
- Team formation by ensuring qualified personnels are recruited in place
- Financial Management through income sourcing, budget makingand control to ensure the business is operational
- Customer service and marketing skills to ensure the use of social media and offering quality customer service to clients like delivers made to place of convenience
- Conflict management skills as one handle staff and also customers
- Participated in CSR: Undertook Charities by feeding street children and Needy in Church
- Negotiation skills as engaging suppliers of different items
- Change Management while scanning the environment to ensure changes are taken in consideration if any
- Generation of weekly reports for performance analysis and putting different strategies in place to ensure clientele are taken care of
Board Member (Elected Chairperson of the Risk and Audit Committee)
SANG'ALO INSTITUTE OF SCIENCE & TECHNOLOGY
07.2020 - 07.2023
- Working closely with all departments in the institution like Finance, HR, Administration, Procurement, Security, Stores, Transport, Farm operations, Catering and Library thus providing independent assurance that the institutions risk management, governance, and internal control processes are operating effectively
- Participated in ensuring the risk register containing all departments is in place and reviewed annually to give a clear indication of any improvements
- Contributing to the general performance improvement of the institution as all the identified risk areas are identified, then give recommendations to the Full board for approval before implementation by the management
- Guiding the development, implementation, and review of both the annual board work plan and the annual committee work plan as well as the budget, the Institute's strategic plan, performance contracting between the Institute and Ministry of Education, review the Iso-based operating procedures, and review the risk management plan for the institute
- Participating in developing and reviewing of both the Board and Internal Audit Charter
- Evaluating submitted audit reports raised by both internal and external auditors and prepare Board papers, reports, recommendations to the Board
- Resolving unsettled and unimplemented Public Accounts and Public Investment Committees (PAC/PIC) recommendations
Regional Manager - Smart Metering
ZTE (KENYA) LTD
NAIROBI, KENYA
01.2021 - 05.2022
- Co-ordinating Smart metering project activities in the region that the subcontractor has been engaged with
- Activities like smart meter installation, meter validation, meter return, resolution of customer complaints, materials handling, risk area identification and putting risk controls in place
- Ensuring healthy relationship and maintaining effective communication with the customer-Kenya Power and Lighting Company (KPLC) by resolving all the raised concerns and implementing the project as the way it's stipulated in the contract
- This is done by having weekly meetings and joint inspections
- Ensuring the subcontractor undergoes an Export Control Compliance training to ensure acceptable standards are achieved when attending to the allocated duties on behalf of the company
- Conducting training of the subcontractors to ensure awareness of what is required of them thus curbing any errors that might arise due to ignorance
- Carrying out audits such as Compliance, Quality and Materials Audits to guarantee high quality work which is satisfactory for as well as acceptable by both the company (ZTE) and customer (KPLC), and to ensure the material being issued is aptly managed
- Analyzing reports from the customer to the Subcontractor to ensure they are broken down to have workable details and reports from Subcontractor to ensure they are up to standards
- Making daily and weekly plans with the customer-Kenya Power and Lighting Company to ensure that targets are met as per the projections
- Monitoring and evaluating the performance of the subcontractors' teams to comprehend the progress, the trend and any challenges faced by different teams
- Planning for monthly meetings and taking minutes which are then circulated accordingly and following up to make sure the action points are acted upon
- Linking up with the Kenya Power and Lighting Company (KPLC) project team as soon as the subcontractor has completed the work for purposes of inspection, acceptance/approval and invoicing of the completed piece of work
- Reviewing, amending, and approving of the Institutional and the committee's policies
- Enhancing communication between management function, internal and external audit, and thus fostering an effective internal audit function
- Establishing a risk management function and enhancing the implementation of a risk management plan in the Institute
- Presenting quarterly audit reports to the Board on the implementation of the annual Board work plan; strategic plan; performance contract targets, and risk management plan
- Making recommendations to the Board on the approval of annual work plan, strategic plan, performance contract targets and risk management plan
- Assisting the accounting officer/chief executive officer in enhancing internal controls to improve efficiency, transparency, and accountability
- Established and maintained operational standards for 10 locations.
Assistant Engineer- In-charge Customer Service
KENYA POWER AND LIGHTING COMPANY (KPLC)
08.2017 - 07.2019
- Supervising and giving guidance to customer service staff in the county in matters concerning performance appraisal and personal development
- Preparing & implementing sectional budget & ensuring budgetary controls
- Co-ordinating customer service by checking on customer complaints, billing, revenue collection, low and high voltage metering, and inspections
- Interpreting and overseeing all corporate customer service strategies and policies in the county
- Encouraging the utilization of IT system supporting functional operations to enhance quality of customer service
- Ensuring compliance of ISO 9001:2008 standards in the quality management of the division
- Conducting technical and energy audits of electrical installations and preparing reports to curb fraud and for re-imbursements
- Authorizing official documents in accordance with the laid down company procedures like fuel LPOs work tickets, store issue notes, and company motor vehicle and motorcycle mileage claims
- Ensuring staff in customer service are accordingly trained and upgraded
- Co-ordinating and ensuring that documents handled in the department are forwarded to records facilities
- Ensuring electrical emergencies are handled within the required time frame
- Preparing Electrical Installation audit reports and follow up on implementation of recommendations
- Ensuring customer satisfaction survey are timely carried out in the county
- Timely resolution of customer queries and complaints
- Monitoring and evaluating effectiveness of customer engagement initiative
Assistant Engineer (Large Power Section)
KENYA POWER AND LIGHTING COMPANY (KPLC)
08.2011 - 07.2017
- Preparing and implementing sectional budget, annual work plan and sectional procurement plan and ensuring budgetary controls
- Co-ordinating the activities of the section such as new meter installations which involves high voltage metering and inspections of the same installations, billing, attending to customer complaints
- Carrying out accidents and incidence investigation for property
- Designing & implementing internal controls to curb fraud & detect errors
- Handling and managing all routine audit report related to the section
- Ensuring the work and other activities within the section comply with the requirements of the Electric Power Act and other legislation
- Conducting technical and energy audits of electrical installations and preparing reports to curb fraud and for re-imbursements
- Maintaining records of electricity meters in use
- Advising customers on the existing technical tariff and review the electricity tariffs as per their consumption
- Carrying out customer satisfaction survey
- Timely Resolution of Customer queries and complaints
Commercial Service Training
KENYA POWER AND LIGHTING COMPANY (KPLC)
03.2011 - 07.2011
- Meter reading - this entailed undergoing training on the meter reading cycle, methods used to achieve maximum coverage and understanding meter reading calendar
- This was mainly for customers on low voltage consumption
- Revenue collection - this involved collection of company's debts and how to go about it
- This was mainly for customers on low voltage consumption
- Commercial cycle - this encompassed resolving of billing anomalies so that customers can be issued with correct bills and solving customers complaints
- Revenue protection unit - this involved installations, and inspections of both post-paid and prepaid metering
- Large power - this constituted meter reading, new connection, revenue collection, commercial cycle and inspections of all customers connected on high Voltage
Electrical Engineer Apprenticeship
KENYA POWER AND LIGHTING COMPANY (KPLC)
02.2010 - 02.2011
- Transmission and distribution of Electrical Energy
- Design and construction of Distribution power lines
- Operation and Maintenance of Electrical Power Systems
- Power System Protection
- Maintenance of Electrical Plants
- Commercial and Development undertaking
- Maintenance of IT and Telecommunication Systems
Technical Sales Engineer
INTERNATIONAL ENERGY TECHNIK
09.2008 - 01.2010
- Electrical Systems Design: Assisting the technical team in the designs of : Power Factor Correction Banks
- Automatic and Manual change-over systems
- Electrical Distribution Boards
- Electrical system Protection
- Motor Control Centre
- Over the counter sales of low voltage, automation, and drive components
- Sale of Switchgear components like circuit breakers, isolators, contactors, relays, motors
- Receiving enquiries, making of quotations, and acting on purchase orders as received
- Costing of electrical low voltage components
- Customer Support
- Advising customers on alternative electrical equipment with same or better electrical properties suiting their applications
- Filing of sales documents, invoices, receipts, and delivery notes
Trainee Engineer (Industrial attachment)
MINISTRY OF PUBLIC WORKS
06.2008 - 08.2008
- Lighting and Power in buildings
- Elevators and Escalator
- Structured Cabling
- Security Surveillance systems (CCTV and Controlled Access)
- Private Automatic Branch Exchanges (P.A.B.X)
- Fire Alarm Systems
- Design using Auto-CAD
Attachee (Industrial attachment)
MUMIAS SUGAR COMPANY
06.2008 - 08.2008
- Electrical plant engineering, instrumentation, protection and information technology
- Use of basic engineering tools and machines
- Safety practice in the workplace
- Routine maintenance, repair and installation procedures
Workshop Practice
05.2006 - 08.2006
- Moi University, School of Engineering Electrical Laboratory, visiting industries to gain the practical knowledge
Secondary School Teacher
ST. STEPHAN'S HIGH SCHOOL
04.2002 - 07.2003
- Worked as an untrained secondary teacher at St
- Stephan's High school, Kampala as a Physics and Mathematics teacher
Education
BACHELOR OF TECHNOLOGY - ELECTRICAL & COMMUNICATION ENGINEERING
Moi University
01.2003 - 01.2008
KENYA CERTIFICATE OF SECONDARY EDUCATION (K.C.S.E) - undefined
Kaimosi Girls High School
01.1998 - 01.2001
KENYA CERTIFICATE OF PRIMARY EDUCATION (K.C.P.E) - undefined
Mahiakalo Primary School
01.1990 - 01.1997
MASTER'S DEGREE - BUSINESS ADMINISTRATION & STRATEGIC MANAGEMENT
Kenyatta University
01.2018 - 01.2023
Skills
- Problem-solving
- Critical Thinking
- Effective Negotiation Skills
- Research
- Computer skills
- Time Management
- Project Management
- Relationship Management
- Leadership
- Management
- Interpersonal Skills
- Customer Service
Sales presentations
Social media marketing
Data-driven decision making
Performance Analysis in Marketing
Professional Bodies
- Graduate Engineer at Engineers Board of Kenya
- Project Management Institute
Personal Information
- Date of Birth: 10/22/84
- Nationality: Kenyan
- Marital Status: Married
Training
- Solar PV Training Course, SERC - Strathmore University, Grid-tie system, Stand-alone system
- Project Management Professional (PMP), PMI by Peak Point Consulting, Agile and Hybrid approaches to project management
- Safety and Competency Authorization Training, 02/20/12 - 02/23/12, KPLC Training School
- Unlocking Your Personal Potential, 10/24/11 - 10/26/11, SBO training
- Computer-Aided Project Management Course, 02/07/11 - 02/11/11, Eureka Educational and Training Consultants
- Face to Face with the Customer, 09/03/09 - 09/08/09, British Council
- Computer Knowledge, 06/01/02 - 12/31/02, Makerere College
Timeline
Regional Manager - Smart Metering
ZTE (KENYA) LTD
01.2021 - 05.2022
Board Member (Elected Chairperson of the Risk and Audit Committee)
SANG'ALO INSTITUTE OF SCIENCE & TECHNOLOGY
07.2020 - 07.2023
Director
WAKAMAU KITCHEN
08.2019 - Current
MASTER'S DEGREE - BUSINESS ADMINISTRATION & STRATEGIC MANAGEMENT
Kenyatta University
01.2018 - 01.2023
Assistant Engineer- In-charge Customer Service
KENYA POWER AND LIGHTING COMPANY (KPLC)
08.2017 - 07.2019
Assistant Engineer (Large Power Section)
KENYA POWER AND LIGHTING COMPANY (KPLC)
08.2011 - 07.2017
Commercial Service Training
KENYA POWER AND LIGHTING COMPANY (KPLC)
03.2011 - 07.2011
Electrical Engineer Apprenticeship
KENYA POWER AND LIGHTING COMPANY (KPLC)
02.2010 - 02.2011
Technical Sales Engineer
INTERNATIONAL ENERGY TECHNIK
09.2008 - 01.2010
Trainee Engineer (Industrial attachment)
MINISTRY OF PUBLIC WORKS
06.2008 - 08.2008
Attachee (Industrial attachment)
MUMIAS SUGAR COMPANY
06.2008 - 08.2008
Workshop Practice
05.2006 - 08.2006
BACHELOR OF TECHNOLOGY - ELECTRICAL & COMMUNICATION ENGINEERING
Moi University
01.2003 - 01.2008
Secondary School Teacher
ST. STEPHAN'S HIGH SCHOOL
04.2002 - 07.2003
KENYA CERTIFICATE OF SECONDARY EDUCATION (K.C.S.E) - undefined
Kaimosi Girls High School
01.1998 - 01.2001
KENYA CERTIFICATE OF PRIMARY EDUCATION (K.C.P.E) - undefined
Mahiakalo Primary School
01.1990 - 01.1997
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