MARGARET WAMBUGU
Nairobi
Summary
Dynamic and results-oriented Client Relationship Manager with over 10 years of expertise in customer experience management, sales, and business development across diverse industries, including the UAE. Proven ability to lead diverse teams while driving customer satisfaction and ensuring compliance with regulatory requirements and standard operating procedures. Recognized for streamlining processes that enhance client satisfaction and contribute significantly to achieving departmental and organizational goals. Committed to fostering strong client relationships that promote business growth and operational excellence.
Overview
21
21
years of professional experience
2
2
Languages
Work History
Sales & Marketing
UbuniWorks Limited
07.2024 - 03.2025
- Developing sales strategies: create and implement effective sales stragegies to meet or exceed sales targets by identifying target markets, analyzing competition, and defining sales tactics.
- Proactively seek out new business opportunities through various channels such as cold calling, networking, and referrals. Develop and maintain a pipeline of potential clients.
- Building and nurturing strong relationships with existing and potential clients. Understanding their needs and requirements, and provide tailored solutions to address them.
- Prepared and delivered compelling sales presentations and product demonstration to prospects. Highlight key features, benefits, and value propositions to clients.
- Negotiated terms of sale, pricing, and contracts with clients by using persuasive selling techniques to overcome objections and secure deal, close sales and achieve revenue targets.
- Collaborated with the marketing team to develop and execute marketing campaigns and promotions. This involved creating content for advertisements, social media posts, email newsletter, etc
- Conduct market research to identify to identify trends, opportunities, and potential threats. Gathered insights into customer preferences, competitor activities, and industry developments.
- Tracking sales performance metrics such as conversations rates, sales volume and profitability. Analyzing data to identify areas for improvement and optimize sales.
- Gathering customer feedback from clients regarding their experiences with products/services and using the feedback to continuously improve offerings and customer satisfaction.
- Training and development by staying updated on industry trends, sales techniques, and product knowledge by participating in training programs and workshops to enhance skills and knowledge.
- Completed administrative tasks such as preparing sales report, maintaining database and managing sales documentation.
Sales & Marketing
Stanbest Group (EA) LTD
03.2024 - 07.2024
- Developing sales strategies: create and implement effective sales stragegies to meet or exceed sales targets by identifying target markets, analyzing competition, and defining sales tactics.
- Proactively seek out new business opportunities through various channels such as cold calling, networking, and referrals. Develop and maintain a pipeline of potential clients.
- Building and nurturing strong relationships with existing and potential clients. Understanding their needs and requirements, and provide tailored solutions to address them.
- Prepared and delivered compelling sales presentations and product demonstration to prospects. Highlight key features, benefits, and value propositions to clients.
- Negotiated terms of sale, pricing, and contracts with clients by using persuasive selling techniques to overcome objections and secure deal, close sales and achieve revenue targets.
- Collaborated with the marketing team to develop and execute marketing campaigns and promotions. This involved creating content for advertisements, social media posts, email newsletter, etc
- Conduct market research to identify to identify trends, opportunities, and potential threats. Gathered insights into customer preferences, competitor activities, and industry developments.
- Tracking sales performance metrics such as conversations rates, sales volume and profitability. Analyzing data to identify areas for improvement and optimize sales.
- Gathering customer feedback from clients regarding their experiences with products/services and using the feedback to continuously improve offerings and customer satisfaction.
- Training and development by staying updated on industry trends, sales techniques, and product knowledge by participating in training programs and workshops to enhance skills and knowledge.
- Completed administrative tasks such as preparing sales report, maintaining database and managing sales documentation.
CLIENT SERVICING MANAGER
Continental Financial Group
04.2014 - 08.2022
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Collected and logged client feedback about service experience to identify areas for improvement.
- Adhered to sales contract agreements and high-quality service delivery by coordinating with all teams and leveraging productive and open client communications.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
- Investigated and integrated new strategies to expand business operations and grow customer base.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
CUSTOMER RELATIONS OFFICER
Dubai Insurance Company
09.2013 - 04.2014
- Developed and implemented standards for staff to provide consistent service to customers.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created activities and engagements to enhance customer experience, knowledge and patronage.
- Liaised between customers and organization with particular focus on working with sales department.
- Maintained statistical database of customers using CRM software for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Promoted available products and services to customers during service, account management and order calls.
TEAM LEAD
Al Tayer Group - Personnel Services
02.2013 - 07.2013
- Company Overview: Al Tayer Group is a diversified conglomerate spanning 6 counties
- Advised and guided HR team and line managers on all procedure/legal obligations to be followed in case of new employee, with regards to insurance.
- Highlighted possible risks, delays with view to secure/protect the best interest of the group.
- Oversaw the employees and their dependents enrollment and cancellation from the applicable medical insurance plans upon their joining and leaving the company.
- Liaised with the insurance providers in cases where there were external factors delaying/impending the process of insurance claims to expedite the process.
- Provided data on claim history, enrollment, comparison of services by providers to present and facilitate discussion/ resolution of services issues and negotiation of terms.
- Oversaw the provision of correspondences and documentation support on all employee related issues and ensure timely processing of all personnel requests in efficient, accurate and customer friendly manner.
- Ensured the maintenance of up to date personnel records/files and safe custody of passports in line with company's HR policies and procedures.
- Ensured applicable system update, where mandated/required, suitable documentation and record keeping in line with internal and external audit requirements.
- Coordinated the issuance and cancellation of discount card, parking, access and POS card to employees.
INSURANCE ADMINISTRATOR
Al Tayer Group
07.2011 - 02.2013
- Managed employees' enrollment & cancellation from the applicable medical Insurance plans upon their joining and leaving the company respectively.
- Liaised with the Insurance providers for changes to employee's details / renewal/ loss and cancellation of cards and correction of cards.
- Liaised with insurance providers (medical/ life/ w/m's comp) for members' claims and maintain updated data and records on the same.
- Ensured issuance & applicable insurance cards to the members and their dependents, as applicable within the HR SPA.
- Coordinating on changes/ upgrade of membership of employees to eligible cases due to promotion/ transfer etc. and update their master/ details eligibility.
- Maintained all insurance policies(medical &life),ensuring they are renewed, signed and the benefit schedule published on the HR intranet &update for network list &changes in policy/ provider/ benefit on a regular basis.
- Leading and ensuring smooth functioning of the Insurance process.
- Assisted with compiling of necessary reports, claim history consolidating and analyzing data to present & facilitate discussion/ resolution of service issues, & negotiation of terms etc.
- Advised and guided members on insurance policy matters, process claim requests and address and resolve grievances on their behalf with the Insurance service providers.
- Reviewed accuracy of invoices, process and coordinate the timely accurate payment of insurance premiums to the suppliers of Insurance services.
- Managed all debits and credits with service providers and group companies in liaison with HR/Finance for right cost Centre accounting.
INSURANCE COORDINATOR
Al Tayer Group
09.2008 - 07.2011
- Filed and tracked insurance claims and communicated claims status to members.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Referenced monthly aging reports to follow up on unpaid claims and obtain maximum reimbursement.
- Maintained compliance with local, state and federal regulations governing insurance, Medicare and Medicaid requirements.
- Obtained prior authorization and precertification for outpatient procedures.
- Verified insurance and communicated coverage to staff and patients.
- Achieved revenue goals by managing collections and accounts receivables, referral process and insurance billing.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Determined appropriateness of payers to protect organization and minimize risk.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
HUMAN RESOURCES ASSISTANT
Triton Petroleum Ltd
01.2007 - 05.2008
- Company Overview: Triton Petroleum leading oil and gas exporter and distributor.
- Administered compensation, benefits and performance management systems at direction of supervisor.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Filed paperwork, sorted and delivered mail and maintained office organization.
- Posted positions through approved recruitment channels.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Organized new employee orientation schedules for new hires.
- Processed employee termination paperwork at direction of supervisory staff.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Tracked various statistics and kept detailed records to support human resources department.
- Compiled employee records from individual departments to maintain central files.
ADMINISTRATIVE ASSISTANT
Nyadwe Insurance Brokers
05.2004 - 12.2006
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Education
POST GRADUATE DIPLOMA - Human Resource Management
Institute of Human Recourse Management
08.2007
BACHELOR OF ARTS - Economics & Sociology
Catholic University of Eastern Africa
05.2004
Skills
Client relationship management
References
- DAVID, AVASTHI, Managing Director, davasthi@gmail.com, CME Capital Management Risk Management
- JYOTI, MAINI, Human Resource Manager, jyoti.maini@cfsgroup.com, Continental Group International, Dubai, United Arab Emirates
- Sammy, Mwirotsi, CEO, mwirotsi.sammy@ubuniworks.com, 0724427470, Ubuniworks
Professional Training
- Interpersonal, Management & Customer Service Skills Training
- Creative Thinking & Innovative Problem Solving, Residential Training - 1Day
- Assertiveness, Residential Training - 2Days
Additional Information
- Empathy, Quality, Initiative & Integrity (EQI2)
- Al Tayer Group Values Quarter 1 2011
- Nominated 5 times (2009, 2010 & 2011) for the Quarterly EQI2 awards
Timeline
Sales & Marketing
UbuniWorks Limited
07.2024 - 03.2025
Sales & Marketing
Stanbest Group (EA) LTD
03.2024 - 07.2024
CLIENT SERVICING MANAGER
Continental Financial Group
04.2014 - 08.2022
CUSTOMER RELATIONS OFFICER
Dubai Insurance Company
09.2013 - 04.2014
TEAM LEAD
Al Tayer Group - Personnel Services
02.2013 - 07.2013
INSURANCE ADMINISTRATOR
Al Tayer Group
07.2011 - 02.2013
INSURANCE COORDINATOR
Al Tayer Group
09.2008 - 07.2011
HUMAN RESOURCES ASSISTANT
Triton Petroleum Ltd
01.2007 - 05.2008
ADMINISTRATIVE ASSISTANT
Nyadwe Insurance Brokers
05.2004 - 12.2006
BACHELOR OF ARTS - Economics & Sociology
Catholic University of Eastern Africa
POST GRADUATE DIPLOMA - Human Resource Management
Institute of Human Recourse Management