Martha Kyele
Kasisi
Nairobi
Summary
Reliable business professional with experience in Ecommerce operations. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Operations professional with solid foundation in managing and optimizing team performance. Known for driving process improvements while maintaining high standards of quality and efficiency. Strong focus on team collaboration and achieving results, adaptable to evolving challenges. Proficient in resource management and operational strategy.
Possessing strong leadership and organizational skills, with focus on optimizing operations and enhancing customer experiences. Demonstrates solid understanding of inventory management and sales analysis, coupled with effective problem-solving abilities. Committed to driving efficient store operations that lead to increased profitability and customer satisfaction.
Overview
7
7
years of professional experience
Work History
OPERATIONS TEAM LEAD (E-COMMERCE)
Carrefour Hypermarket
02.2023 - Current
- Managed internal operational standards and productivity targets.
- Motivated and trained employees (41) to maximize team productivity.
- Developed and implemented new policies and procedures to optimize operational performance.
- Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Evaluated customer needs and feedback to drive product and service improvements.
- Led teams of professionals to achieve project goals on time and within budget constraints.
- Enhanced client satisfaction by resolving issues promptly and maintaining open lines of communication.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
OPERATIONS FULLFILMENT (E-COMMERCE)/CUSTOMER SERCVICE
Carrefour Hypermarket
06.2021 - 01.2023
- Delivered prompt service to prioritize customer needs.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Coordinated closely with logistics partners to ensure prompt resolution of any shipping or delivery-related issues faced by customers.
- Created and maintained detailed database to develop promotional sales.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Provided exceptional support during peak shopping seasons, ensuring positive online shopping experience for customers.
CUSTOMER SERVICE AGENT
Ten Spot Company (Credit Hela)
01.2020 - 06.2021
- Promptly responded to inquiries and requests from prospective customers.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Updated account information to maintain customer records.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Intern
Inuka Africa Microfinance
09.2019 - 12.2019
- Approved loans within specified limits and referred loan applications outside those limits to management for approval
- Met with applicant to obtain information for loan applications and answered questions about process
- Analyzed applicant's financial status credit and property evaluations to determine feasibility of granting loans
- Explained to customers different types of loans and credit options
- Computed payment schedule
- Reviewed loan agreements to ensure that were completed and accurate according to policy.
Attaché
Kisii County Government
01.2018 - 05.2018
- Organized and detail-oriented with a strong work ethic
- Learned and adapted quickly to new technology and software applications
- Gained strong leadership skills by managing projects from start to finish
- Worked well in a team setting, providing support and guidance
- Proven ability to develop and implement creative solutions to complex problems
- Worked effectively in fast-paced environments
- Demonstrated respect, friendliness and willingness to help wherever needed
- Demonstrated leadership skills in managing projects from concept to completion
- Acted as a team leader in group projects, delegating tasks and providing feedback
Education
Diploma in Information Communication Technology -
N.Y.S Institute of Business Studies
01.2016 - 2018.05
Kenya Certificate of Secondary Education -
Thithi Secondary School
01.2009 - 2012.04
Skills
Inventory Reconciliation
Professional Courses
Paramilitary Training, National Youth Service Training College, Gilgil, 04/2015, 11/2015
Other Engagements
Socialization and Regimentation, National Youth Service - Mombasa Technical College, 05/2015, 01/2016
Career Profile Summary
Dynamic and results-oriented eCommerce Manager with a proven track record of driving revenue growth and optimizing online operations. Leveraging 4 years of experience in the eCommerce industry, adept at developing and implementing strategies to enhance customer experience, increase sales, and streamline processes. Highly skilled in managing cross-functional teams and collaborating with stakeholders to achieve organizational objectives. Possesses a comprehensive understanding of eCommerce platforms, digital marketing techniques, and emerging trends in the industry.
References
- Miss Eunice Kamau, Collection Team Manager, Credit Hela at Ten Spot, younieckamau@gmail.com, +254712414104
- Mr. Butch Adika, Manager Ecommerce Maf-Carrefour Ecommerce, P.O Box 2012-00621, Nairobi, badika@mafcarrefour.com, +254702462190
- Mr. Ashkan Danesh, Head Ecommerce Maf-Carrefour Ecommerce, P.O Box 2012-00621, Nairobi,asdanesh@mafcarrefour.com, +254741313790
Timeline
OPERATIONS TEAM LEAD (E-COMMERCE)
Carrefour Hypermarket
02.2023 - Current
OPERATIONS FULLFILMENT (E-COMMERCE)/CUSTOMER SERCVICE
Carrefour Hypermarket
06.2021 - 01.2023
CUSTOMER SERVICE AGENT
Ten Spot Company (Credit Hela)
01.2020 - 06.2021
Intern
Inuka Africa Microfinance
09.2019 - 12.2019
Attaché
Kisii County Government
01.2018 - 05.2018
Diploma in Information Communication Technology -
N.Y.S Institute of Business Studies
01.2016 - 2018.05
Kenya Certificate of Secondary Education -
Thithi Secondary School
01.2009 - 2012.04
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