Hiking
Peninah Njuguna
Corporate Trainer
Nairobi
Summary
Dedicated corporate trainer, coach and project management professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working in rapidly changing environments and adapting to new situations and challenges to best enhance the organizational brand. Loves to work in an organization with strong leadership and with great teams.
Overview
19
19
years of professional experience
9
9
years of post-secondary education
4
4
Certificates
Work History
Leadership & Emotional Intelligence Coach
LEAP Training & Consulting International-Founder
Nairobi
07.2020 - Current
- Maintained energy and enthusiasm in rapid-paced environment.
- Created plans and communicated deadlines to complete projects on time.
- Led projects and analyzed data to identify opportunities for improvement. Managed to effectively facilitate 6 annual programs yearly which has increased revenue by 17%.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Conducted research, gathered information from multiple sources and facilitating 80% shifting of coaching and training programs online from physical meetings.
- Improved operations through consistent clear vision, hard work and dedication.
- Mentored and guided contracted employees to embrace company culture for proper completion of assigned duties.
- Established as reliable learning resource for many women who desire to develop or improve their leadership skills, life skills and corporate training on soft skills courses.
- Worked with colleagues to create prototypes for designs and training materials
Administrative Manager, Trainer and Leadership Coach
Royalle Training and Consulting International
Nairobi
11.2018 - 07.2020
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving with overall 100% accuracy.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind growing client base by 63%.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Delivered performance reviews, recommending additional training or advancements resulting to great motivation of staff, embracing values, vision and mission of organization.
- Updated reports, managed accounts and generated reports for company database achieved 97% efficiency.
- Implemented new training courses with additional 3 new courses after assessing corporate data and identifying employee and clients needs growing revenue by 22%
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
Clothing Store Owner
Self Employed
Nairobi
08.2014 - 11.2018
- Carried out day-to-day duties accurately and efficiently by sourcing quality clothing at affordable prices
- Identified issues, analyzed information and provided solutions to problems with suppliers and employees reducing delays in returns and deliveries.
- Received and processed stock into inventory management system with 100% accuracy.
- Monitored company inventory to keep stock levels and databases updated reduced stock outs by 92%
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed team communications and information for meetings by leveraging on productivity apps to reduce communication gaps.
Account Relationship Manager
Safaricom PLC
Nairobi
07.2014 - 08.2016
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes and awarded best Relationship manager for two consecutive years.
- Adhered to sales contract agreements and high-quality service delivery by coordinating with technical and legal team and leveraging productive and open client communications.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationship achieving 40% upgrade from Class C outlets to Premium Class by demonstrating business value through quality negotiations skills
- Fostered customer trust by addressing concerns and needs using targeted problem-solving achieving 2% loss managing 512 accounts in 2 years.
- Retained updated knowledge of market competition and related offerings to generate favor for financial products.
- Exceeded annual revenue goals by 200% through improved client relationships and education.
Channel Development Executive
Safaricom PLC
Nairobi
07.2011 - 01.2014
- Developed and maintained courteous and effective working relationships.
- Budget management by effectively managing and controlling budget for trade execution of various assigned channels and projects.
- Drove operational improvements which resulted in savings and improved profit margins. Reduced cost of rolling out own outlets by 60% through co-sharing space with business partners.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement. Introduced solar mobile charging solutions in rural areas increasing device sales by 13% and transmission equipment efficiency use by 27%.
- Collaborated with cross functional and multi-cultural team members to achieve targets growing annual revenue by 32%
- Identified issues, analyzed information and provided solutions to problems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed and initiated projects, managed costs and monitored performance.
- Maintained relationships with material vendors to lower costs and diversify capabilities.
- Led project teams through design, construction and launch process.
- Managed projects from procurement to commission.
- Branding of all trade channels in line with company policy
Contact Centre Support Analyst
Safaricom PLC
Nairobi
11.2008 - 06.2011
- Collaborated with cross functional team members to achieve target results.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked with customers to understand needs and provide excellent service.
- Exceeded goals through effective task prioritization and great work ethic.
- Conducted research, gathered information from multiple sources and presented results to team manager
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Increased customer satisfaction by resolving issues in effective and timely manner achieved 98% in Service Level Agreement (SLA) which was best achieved in organization.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Prepared variety of different written communications, weekly reports and documents.
- Drove operational improvements which resulted in savings and improved profit margins.
- Maintained energy and enthusiasm in fast-paced environment.
- Used coordination and planning skills to achieve results according to schedule.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
Senior Retail Center Agent
Safaricom PLC
Nairobi
02.2007 - 11.2008
- Driving products and services awareness through subscriber education and cross selling
- Developed and maintained courteous and effective working relationships.
- Monitored company inventory to keep stock levels and databases updated.
- Cash management
- Handled 100 face to face customer inquiries and concerns per day.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Honed selling and marketing skills
- Led projects and analyzed data to identify opportunities for improvement.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Customer Care Executive
Safaricom PLC
Nairobi
01.2005 - 02.2007
- Coordinated timely responses to online customer communication and researched complex issues.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Took ownership of customers issues to follow problems through to resolution handling calls full-time 8 hours shift, 5 days every week.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Offered free products or services to pacify irate or unsatisfied customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Oversaw orienting and training of customer care staff to facilitate capable workforce.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Education
Master of Arts - Leadership (Business And Entrepreneurship)
Pan African Christian University
Nairobi, Kenya 01.2014 - 10.2016
Bachelor of Education - Home Economics
Kenyatta University
Nairobi, Kenya 01.2000 - 01.2003
High School Diploma -
Bahati Girls High School
Nakuru, Kenya 04.1995 - 04.1998
Skills
Change management skillsundefined
Additional Information
- PERSONAL INFORMATION NAME: , Peninah Wakanyi Njuguna ADDRESS: P.O. Box 102629 -00100, Nairobi CELLPHONE +254721-510389
Certification
Certified Strategic Life Coaching Practioner Accreditation, The Priority Academy
Interests
Community Work
Travelling
Timeline
Women and Leadership, University of Luxenbourg
05-2022
Certified Emotional Intelligence Coaching Practitioner Accreditation, The Priority Academy
03-2022
Certified Strategic Life Coaching Practioner Accreditation, The Priority Academy
01-2021
Leadership & Emotional Intelligence Coach
LEAP Training & Consulting International-Founder
07.2020 - Current
Administrative Manager, Trainer and Leadership Coach
Royalle Training and Consulting International
11.2018 - 07.2020
Clothing Store Owner
Self Employed
08.2014 - 11.2018
Account Relationship Manager
Safaricom PLC
07.2014 - 08.2016
Master of Arts - Leadership (Business And Entrepreneurship)
Pan African Christian University
01.2014 - 10.2016
Develop the Leader in You Executive Program, Strathmore University
08-2011
Channel Development Executive
Safaricom PLC
07.2011 - 01.2014
Contact Centre Support Analyst
Safaricom PLC
11.2008 - 06.2011
Senior Retail Center Agent
Safaricom PLC
02.2007 - 11.2008
Customer Care Executive
Safaricom PLC
01.2005 - 02.2007
Bachelor of Education - Home Economics
Kenyatta University
01.2000 - 01.2003
High School Diploma -
Bahati Girls High School
04.1995 - 04.1998
Strategic Life and Emotional Intelligence Coaching Practitioner Accreditation
I have a deep interest in helping people to unlock their leadership potential and be the best versions of themselves while at it. This brought me to a place where I need professional skills to fully be of valuable help to people. It started as a passion and I have developed this to different programs that help women to embrace their leadership and lead authentically, boldly to increase their impact, influence and income.
Strategic Life and Emotional Intelligence Coaching Practitioner Accreditation
I have a deep interest in helping people to unlock their leadership potential and be the best versions of themselves while at it. This brought me to a place where I need professional skills to fully be of valuable help to people. It started as a passion and I have developed this to different programs that help women to embrace their leadership and lead authentically, boldly to increase their impact, influence and income.
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