Mercy Wahu Njoora
Nairobi
Summary
Accomplished professional with extensive experience in client relationship management, sales strategy execution, and credit operations. Proven ability to drive efficiency, expand market share, and foster long-term client partnerships. Key achievements include: - Driving a 20% efficiency gain in credit operations. - Expanding market share by 8% through innovative sales strategies. - Enhancing client retention rates by 50% through exceptional service and tailored solutions. Adept in business development, team leadership, and leveraging technology to streamline operations and improve customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Executive Business Consultant
Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH
09.2024 - Current
- Provide advisory services on private sector development, SME growth, and economic empowerment.
- Develop and implement capacity-building programs for entrepreneurs and businesses.
- Conduct in-depth market research and policy analysis to support sustainable business practices.
- Collaborate with government agencies, NGOs, and private sector stakeholders to drive impact.
- Design and execute projects focused on economic development, trade, and investment promotion.
- Support businesses in accessing funding, improving operations, and scaling their impact.
- Supported 30+ SMEs in improving their business models and operations.
- Led 10+ training sessions and workshops benefiting over 200 entrepreneurs.
- Contributed to economic development programs that impacted 5,000+ individuals.
- Assisted businesses in securing $1M+ in funding and investment opportunities.
- Partnered with key stakeholders to implement 3 major economic development initiatives.
- Skills: Business Advisory Services
- Business Strategy
- Strategic Consulting
- Business Coaching
Credit and Customer Success Manager
Tenakata Enterprises Ltd
02.2022 - 01.2025
- - Streamlined credit operations, achieving a 20% improvement in efficiency and reducing overdue accounts by 15%.
- - Led a team of Business Development Officers (BDOs) to recruit and support MSMEs, contributing to an 8% market expansion.
- - Designed and implemented customer acquisition and sales strategies, enhancing client satisfaction and retention.
- - Coordinated debt recovery efforts with service providers to minimize costs and improve recovery rates.
- - Managed the onboarding and training of new BDOs, fostering a high-performing team environment.
- - Achievements: Maintained best performance in SME recruitment with a 50% portfolio at risk (PAR).
- - Strategically entered four new markets, expanding company reach.
- - Recovered key customer relationships, increasing sales by 15%.
Customer Representative
4G Capital
07.2020 - 01.2022
- - Achieved a 95% customer satisfaction rating by delivering exceptional service and promptly addressing customer concerns.
- - Increased customer retention by 20% through proactive outreach and personalized follow-ups.
- - Spearheaded the implementation of a feedback system, leading to process improvements and enhanced customer experience.
- - Recognized as the top customer representative for consecutive quarters.
Team Leader
Premier Credit – Fintech
12.2019 - 06.2020
- - Led a team of 14 employees, achieving 100% of sales targets.
- - Implemented workflow improvements, increasing team productivity by 35%.
- - Organized quarterly sales meetings, enhancing team alignment and performance.
Education
Master of Business Administration (MBA) - Strategic Management
Daystar University
10.2025
Bachelor of Science - Botany
Laikipia University
01.2019
Kenya Certificate of Secondary Education - undefined
Ruchu Girls
01.2014
Skills
- 1 Client Relationship Management Expert in building and nurturing long-lasting client relationships, resulting in improved customer loyalty
- 2 Sales Strategy Development Skilled in developing and executing sales plans that align with organizational goals
- 3 Credit Risk Assessment Proficient in analyzing credit risks and developing effective recovery strategies
- 4 Business Development Experienced in identifying growth opportunities and driving customer acquisition and retention
- 5 Project Management Adept at managing and implementing projects within budget and timeline constraints
- 6 Technical Proficiency Advanced knowledge of CRM tools Freshdesk, Zendesk, MS Office Suite, Google Workspace, and QuickBooks
- 7 Leadership and Supervision Skilled in mentoring teams, fostering collaboration, and achieving high-performance outcomes
References
- Perez, Olero, Operations Manager, polero@tenakata.com, +254 707 086 765, Tenakata Enterprises Ltd
- Samson Kingore, Mwema, Customer Care Manager, samson.kingore@4g-capital.com, +254 708 489 444, 4G Capital
Certification
- Certificate in Credit Analysis, Skillfin College, 2022
- EMN-2 Remote Customer Service Certification
Timeline
Executive Business Consultant
Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH
09.2024 - Current
Credit and Customer Success Manager
Tenakata Enterprises Ltd
02.2022 - 01.2025
Customer Representative
4G Capital
07.2020 - 01.2022
Team Leader
Premier Credit – Fintech
12.2019 - 06.2020
Bachelor of Science - Botany
Laikipia University
Kenya Certificate of Secondary Education - undefined
Ruchu Girls
Master of Business Administration (MBA) - Strategic Management
Daystar University
Technical Proficiency
- CRM Tools: Podio, Freshdesk, Zendesk
- Financial Tools: QuickBooks, Sage
- Communication Platforms: Slack, Skype for Business, Zoom
- Office Applications: MS Office Suite (Word, Excel, PowerPoint), Google Workspace