MWANARUSI ATHMAN
Finance and Accounting
Nairobi
Summary
Dynamic Finance and Business Development Manager with over a decade of experience driving revenue growth and leading high-performing teams across diverse sectors. Adept at executing strategic partnerships and enhancing operational efficiency, demonstrating exceptional skills in financial analysis, customer service, and team leadership. Proven track record in surpassing performance targets while fostering a culture of accountability and continuous improvement. Committed to delivering exemplary client service and implementing effective internal controls that contribute to long-term business success.
Overview
16
16
years of professional experience
Work History
Team Leader
LTVPlus
05.2025 - Current
- Lead and manage a team of 15 agents across 6 campaigns, ensuring daily operations align with company objectives and high service standards.
- Developed and conducted training programs, providing knowledge and resources on all Lines of Business (LOBs) to enhance team capabilities and adaptability.
- Motivated team performance by setting achievable goals and fostering a culture of accountability, resulting in improved customer satisfaction rates.
- Conducted regular evaluations to align team performance with campaign objectives, implementing action plans for continuous improvement.
- Managed performance metrics, providing insight to the Customer Success team and facilitating effective communication on team productivity and coaching sessions.
- Served as a point of contact for client escalations, ensuring timely resolutions and maintaining strong relationships.
Senior Customer Service Concierge( Recharge)
LTVPlus
09.2024 - 04.2025
- Assisted in the successful launch of the Recharge Concierge campaign, focusing on exceptional customer service in subscription order management, including order rescheduling, modifications, processing, and cancellations.
- Compiled the Recharge Concierge Handbook, serving as the official knowledge base for the campaign, which streamlined onboarding and training processes.
- Developed quick templates and macros that became critical resources for the team, enhancing response times and improving efficiency in handling customer inquiries.
- Maintained a swift response time of 3-5 minutes for customer inquiries, leveraging AI tools to ensure attentive and prompt assistance.
Recovery Specialist
LTVPlus
11.2023 - 08.2024
- Engaged churned customers through multiple communication channels to reinstate memberships and secure updated payment information.
- Delivered exemplary customer service, recognized as a top-performing agent for consistently exceeding performance and quality benchmarks.
- Developed a well-documented recovery process, addressing customer complaints promptly and effectively.
Strategic Partnerships Manager
Reservation Centric
05.2023 - 12.2023
- Identified and engaged potential strategic partners within the hospitality sector, negotiating partnership agreements that enhanced client revenues.
- Coordinated cross-functional meetings to ensure successful initiative execution, analyzing performance metrics to adapt strategies as necessary.
L2 Customer Service Agent
LTVPlus
09.2022 - 10.2023
- Managed and resolved over 70 customer inquiries daily while maintaining a 95% customer satisfaction rating.
Senior Revenue Manager
Hotel Online
Nairobi
02.2022 - 04.2023
- Collaborated with OTAs, implementing pricing strategies that resulted in a 38% revenue increase for client hotels.
Credit Control & Payment Specialist
Booking.com
05.2017 - 10.2020
- Oversaw credit control practices, successfully managing over 3,000 hotel accounts and facilitating a monthly cash flow exceeding £400,000.
Credit Control Supervisor
G4S Kenya Ltd
Nairobi
11.2016 - 05.2017
- Developed credit control strategies and managed a team of credit controllers to improve financial reporting and reduce Days Sales Outstanding (DSO).
Credit Controller
G4S Kenya Ltd
Nairobi
11.2012 - 11.2016
- Conducted in-depth financial analysis and risk assessments on prospective clients, effectively reducing credit exposure.
Administrative Manager
Sylvia Owori Boutique
Nairobi
01.2010 - 03.2011
- Enhanced office productivity by designing optimized workflow procedures and conducting performance evaluations.
Education
CPA 1 & 2 - Accounting
KASNEB
Bachelor of Commerce - Finance
University of Nairobi
12.2010
Master of Business Administration - Operations Management
University of Nairobi
01.2019
Skills
- Financial Analysis
- Data Management
- Negotiation Skills
- Revenue Optimization
- Relationship Management
- Customer Service
- Risk Mitigation
- Team Leadership & Development
- Problem-solving
- Attention to Detail
- Decision-making
- Performance Management
Websites
Personal Information
- Title: Team Leader
- Nationality: Kenyan
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Leader
LTVPlus
05.2025 - Current
Senior Customer Service Concierge( Recharge)
LTVPlus
09.2024 - 04.2025
Recovery Specialist
LTVPlus
11.2023 - 08.2024
Strategic Partnerships Manager
Reservation Centric
05.2023 - 12.2023
L2 Customer Service Agent
LTVPlus
09.2022 - 10.2023
Senior Revenue Manager
Hotel Online
02.2022 - 04.2023
Credit Control & Payment Specialist
Booking.com
05.2017 - 10.2020
Credit Control Supervisor
G4S Kenya Ltd
11.2016 - 05.2017
Credit Controller
G4S Kenya Ltd
11.2012 - 11.2016
Administrative Manager
Sylvia Owori Boutique
01.2010 - 03.2011
CPA 1 & 2 - Accounting
KASNEB
Bachelor of Commerce - Finance
University of Nairobi
Master of Business Administration - Operations Management
University of Nairobi
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