Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Affiliations
Timeline
Generic
NANCY KAGWIRIA MUTWIRI

NANCY KAGWIRIA MUTWIRI

Nairobi

Summary

I am a high performer in office management, An enthusiastic customer care with over 5 years of experience working as a liaison between the customer and corporations, I also possess over 4 years' experience in sales and product promotion. During this time, I gained valuable skills such as communication, client service, ability to work under pressure, maintaining the highest level of integrity; dedicated to providing reliable and friendly services without ever compromising the reputation or competencies of the organization. In addition to this, I am a self-motivated person, trustworthy and easy to work with. I aspire to provide exceptional service to each unique client across a dynamic society.

Overview

11
11
years of professional experience
2028
2028
years of post-secondary education

Work History

Gbrands Agency — Supervisor /Senior Client Service Executive

Gbrands Agency
11.2024 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Supervised and coordinated daily operations of client service and sales teams, leveraging Microsoft Teams for communication, task tracking, and performance monitoring, contributing to business growth.
  • Led virtual team meetings, training sessions, and status updates via MS Teams, ensuring cross-departmental alignment and accountability in sales initiatives.
  • Managed client communication threads, shared key documents, and streamlined collaboration with internal stakeholders using Microsoft Teams, enhancing client relationships.
  • Created and maintained dedicated Teams channels for project-based discussions, significantly enhancing team productivity and reducing email clutter, supporting efficient project delivery.
  • Conducted remote performance reviews and coaching sessions utilizing MS Teams' video conferencing and integrated calendar features, fostering team development and sales performance.
  • Integrated Microsoft Teams with other Microsoft 365 tools (e.g., Outlook, SharePoint) .

SENIOR CUSTOMER SERVICE EXECUTIVE

INBETKENYA, MOPA INVESTMENTS LTD
06.2020 - Current
  • Promote and sell products/services using solid arguments to existing and prospective customers
  • Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
  • Establish, develop and maintain positive business and customer relationships
  • Reach out to customer leads through cold calling
  • Expedite the resolution of customer problems and complaints to maximize satisfaction
  • Achieve agreed upon sales targets and outcomes within schedule
  • Analyze the territory/market's potential, track sales and status reports
  • Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services
  • Increased sports turnover to Ksh 500,000/- per month and delivered 10 retail shops
  • Awarded the best overall performer for 4 months in a row assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
  • Resolved [Product or Service] issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
  • Addressed on average of 50 customers inbound/outbound customer calls daily.
  • Conducted 5 surveys to determine customer opinion of products and services.
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions.
  • Maintained customer account information database by canceling and updating customer accounts.
  • Developed and updated databases to handle customer data.

SALES MANAGER

NANCY COLLECTIONS
01.2016 - 01.2020
  • Present, promote and sell products/services using solid arguments to existing and prospective customers
  • Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
  • Establish, develop and maintain positive business and customer relationships
  • Reach out to customer leads through cold calling
  • Expedite the resolution of customer problems and complaints to maximize satisfaction
  • Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services
  • Reviewed customer service agreements for terms and conditions pricing and accuracy.

CUSTOMER CARE EXECUTIVE

AIRTEL KENYA
01.2015 - 01.2016
  • Manage Customer Relationship and Documentation compliance and completion.
  • Maintain the defined quality of Customer service standards
  • Manage the customer contact queue and customers tolerance
  • Communicate and escalate factors that impact on customer experience to the appropriate Airtel departments.
  • Manage service delivery aligned to customer needs and business objectives
  • Monitor and maintain facilities
  • Drive sales in the Walk in centers
  • Increase customer base in both prepaid and post paid categories
  • Contribute to, monitor and report daily productivity on all revenue generating activities
  • Through contact with the customers, give feedback on customer reactions to products and services rendered.

RECEPTIONIST

PANARI HOTEL
01.2014 - 01.2015
  • Perform all check-in and check-out tasks
  • Manage online and phone reservations
  • Inform customers about payment methods and verify their credit card data
  • Register guests collecting necessary information
  • Welcome guests upon their arrival and assign rooms
  • Provide information about our hotel, available rooms, rates and amenities
  • Respond to clients' complaints in a timely and professional manner
  • Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests' needs
  • Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests

Education

Bachelor of Arts - Communications

University of Nairobi

Associate of Arts - Project Management Certification Course

Vantage Africa School of Leadership

Diploma - Hotel and catering management

Thika Institute of Business Studies
01.2011 - 01.2013

Kenya Certificate Secondary Education - undefined

Kinjo Secondary School
Meru, Kenya
01.2006 - 01.2009

Skills

  • Customer care services
  • Sales and marketing
  • Production promotion
  • Teams Efficient
  • Computer packages
  • Office Management
  • Sales expertise
  • Service standard compliance
  • Staff management
  • Inventory control
  • Operations management
  • Strategic planning

Accomplishments

  • Resolved product issue through consumer testing
  • Supervised team of 5 staff members
  • Achieved 40% Increase through effectively helping with Sales support
  • Used Microsoft Excel to develop inventory tracking spreadsheets

Interests

Swimming
Cooking
Travelling

Affiliations


KENNETH GOVI Project Manager, Fine Brands Phone: 0729 995200


BENSON KIARIE CEO Vantage Africa School of Leadership Phone: +254 725303645 Email: bkiarie@vantageafricaleaders.com


VICTOR MAINA Inbet Kenya (Mopa Investments Ltd) Phone: +254 707817727 Email: V.Maina@inbetkenya.co.ke

Timeline

Gbrands Agency — Supervisor /Senior Client Service Executive

Gbrands Agency
11.2024 - Current

SENIOR CUSTOMER SERVICE EXECUTIVE

INBETKENYA, MOPA INVESTMENTS LTD
06.2020 - Current

SALES MANAGER

NANCY COLLECTIONS
01.2016 - 01.2020

CUSTOMER CARE EXECUTIVE

AIRTEL KENYA
01.2015 - 01.2016

RECEPTIONIST

PANARI HOTEL
01.2014 - 01.2015

Diploma - Hotel and catering management

Thika Institute of Business Studies
01.2011 - 01.2013

Kenya Certificate Secondary Education - undefined

Kinjo Secondary School
01.2006 - 01.2009

Associate of Arts - Project Management Certification Course

Vantage Africa School of Leadership

Bachelor of Arts - Communications

University of Nairobi

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NANCY KAGWIRIA MUTWIRI