MERCY MUTINDI NGUTI
Nairobi
Summary
Dynamic Section Manager at FLO Retail Kenya with proven expertise in operations coordination and team leadership. Achieved a 30% reduction in reporting errors through process optimization. Skilled in SAP and data analysis, I excel in enhancing client relationships and driving team performance to exceed business objectives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Section Manager
FLO Retail Kenya
11.2021 - Current
- Oversaw daily operations and administration for a high-traffic retail outlet.
- Coordinated inventory planning, SAP system updates, and sales reporting.
- Led a team of 7 or more staff, including salespeople, cashiers, and stockroom assistants.
- Liaised with procurement and logistics teams to ensure timely stock replenishment.
- Prepared detailed turnover, expense, and variance reports for management.
- Trained staff on workflow processes, data entry, and customer service.
- Reduced reporting errors by 30% by streamlining data collection workflows.
- Maintained up-to-date records of employee attendance, overtime hours worked, vacation days taken.
- Optimized processes by collaborating with upper management to implement innovative technologies.
- Supervised daily workflow activities within the section, ensuring all tasks were completed in a timely manner.
Cashier
FLO Retail Kenya
02.2020 - 10.2021
- Delivered professional front-desk and point-of-sale service.
- Provided customer support and escalated complex queries appropriately.
- Used SAP to verify stock and prices, contributing to back-office coordination.
- Maintained 100% transaction accuracy for 12+ months consecutively.
Customer Service Representative
CCI Kenya (Dlight Solar)
03.2019 - 12.2019
- Handled inbound/outbound client queries, complaints, and product support.
- Logged interactions, escalated issues, and updated customer records.
- Achieved 95% customer satisfaction rating during tenure.
Data Verification Officer
CCI Kenya
02.2019 - 02.2019
- Verified customer information via outbound calling campaigns.
- Maintained database integrity through accurate data entry and updates.
Deputy Manager
K Shoe Leather & Accessories
09.2013 - 05.2018
- Managed stock movement, supplier coordination, and basic bookkeeping.
- Supported procurement processes and resolved customer issues.
- Reduced supply delays by 15% through improved vendor communications.
Sales Assistant
Bata Shoe Company
12.2009 - 08.2013
- Assisted in product sales, inventory updates, and customer interactions.
- Maintained visual merchandising and floor coordination.
Education
Diploma - Business Information Technology
Kenya Methodist University
Nairobi Campus11.2027
Certificate - Data Analytics
ALX Africa
Nairobi09-2025
Certificate - Information Technology
Wantech Computer College
Nairobi12.2012
Certificate - Retail Sales Training
Bata
Limuru12.2012
Skills
- Operations coordination
- Data analysis and reporting
- Client relationship management
- SAP expertise
- Microsoft Office proficiency
- Process optimization
- Team leadership
- Project management
- Procurement support
- Excel mastery
- Word processing
- Google Workspace tools
- CRM systems knowledge
- Inventory control systems
- POS systems operation
Attributes
- Strong attention to detail and documentation
- Dependable team player and proactive leader
- Excellent verbal and written communicator
- Adaptable and resourceful under pressure
Certification
- Intoduction to project management cycle
References
References available upon request.
Timeline
Section Manager
FLO Retail Kenya
11.2021 - Current
Cashier
FLO Retail Kenya
02.2020 - 10.2021
Customer Service Representative
CCI Kenya (Dlight Solar)
03.2019 - 12.2019
Data Verification Officer
CCI Kenya
02.2019 - 02.2019
Deputy Manager
K Shoe Leather & Accessories
09.2013 - 05.2018
Sales Assistant
Bata Shoe Company
12.2009 - 08.2013
Diploma - Business Information Technology
Kenya Methodist University
Certificate - Data Analytics
ALX Africa
Certificate - Information Technology
Wantech Computer College
Certificate - Retail Sales Training
Bata