Summary
Overview
Work History
Education
Skills
Attributes
Certification
References
Timeline
Generic

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 Campus
11.2027

Certificate - Data Analytics

ALX Africa
Nairobi
09-2025

Certificate - Information Technology

Wantech Computer College
Nairobi
12.2012

Certificate - Retail Sales Training

Bata
Limuru
12.2012

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

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