Reading novels
Raphael Samba
Mbita,137
Summary
Dynamic and results-driven professional with extensive experience in operational management (branch operations, and warehouse operations), leadership and management, and customer service. Seeking a position to leverage my expertise in optimizing processes, enhancing team performance, and driving customer satisfaction. Committed to contributing to the growth and success through strategic planning and effective leadership. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Warehouse Supervisor
Watu Credit
Kisii
12.2022 - 05.2024
- Streamlined daily warehouse operations, leading to a 20% increase in efficiency and a reduction in operating costs within 1 year
- Implemented process improvements resulting in a 25% decrease in customer complaints and a 30% increase in customer satisfaction within 1 year
- Maintained 100% accuracy in data entry by implementing rigorous verification procedures
- Conducted thorough analysis of loan applications, resulting in a 10% increase in successful loan approvals
- Ensured compliance with company processes and routines, achieving a 95% adherence rate
- Managed inventory to maintain optimal stock balance, reducing stockouts by 20%
- Consistently met or exceeded SLAs by effectively managing daily queues and prioritizing tasks
- Led a team to achieve a 30% increase in operational efficiency and reduced customer complaints by 25%.
Branch Manager
Watu Credit
Embu
09.2021 - 11.2022
- Increased branch revenue by 15% within 1 year through strategic identification and exploitation of new market opportunities
- Reduced customer complaints by 25% through prompt resolution and proactive customer service initiatives
- Improved employee productivity by 20% by conducting regular performance appraisals and targeted training sessions
- Enhanced stakeholder relations, resulting in a 30% increase in dealer partnerships and government collaborations
- Ensured 100% compliance with safety, health, and business regulations, mitigating legal risks and penalties
- Maintained brand excellence, achieving a consistent 95% customer satisfaction rating
- Implemented fraud prevention measures, resulting in a 50% decrease in fraudulent activities
- Conducted SWOT analyses leading to actionable strategies that boosted branch performance by 10%.
Branch Manager
Watu Credit
Kitui
12.2019 - 08.2021
- Implemented coaching and performance strategies resulting in a 15% improvement in team results and a more conducive work environment
- Spearheaded process improvements and new initiatives, leading to a 20% increase in customer satisfaction and meeting evolving customer needs effectively
- Expanded client base and improved service delivery, driving portfolio growth by 25%
- Generated new business through effective networking, establishing an active presence in the local market
- Conducted regular meetings to disseminate information, update policies, and align staff with organizational objectives
- Fostered teamwork and collaboration, resulting in a 30% increase in team productivity and efficiency
- Utilized budget forecasts and financial research to make informed decisions, optimizing expenditures and revenue streams
- Successfully assessed credit risk for new and existing clients, minimizing fraud and losses by 40%
- Implemented robust information management strategies, ensuring the protection of customer information and business assets from loss and theft.
Customer Service Representative
Horizon Contact Centers
Nairobi
11.2018 - 09.2019
- Increased customer retention by 20% through effective handling of inquiries, complaints, and issues, providing insightful solutions
- Enhanced customer satisfaction by promptly resolving product and service issues, resulting in a 25% reduction in unresolved cases
- Improved efficiency by researching and providing accurate information, resulting in a 30% decrease in average call handling time
- Implemented specialized communication techniques to de-escalate complaints, leading to a 15% decrease in escalations.
Attachment
National Cereals and Produce Board
Nairobi
04.2017 - 09.2017
- Managed financial accounts by implementing rigorous checks and controls, meticulously maintaining documents and records, and proficiently utilizing the NAVISION accounting system
- Administered cash office operations including the preparation of imprests, daily stock summaries, and revenue summaries
- Additionally, handled the preparation of sales orders, purchase requisitions (PRs), commercial invoices, and customer statements
- Conducted bank reconciliations, prepared purchase invoices (PIs), payment vouchers (PVs), and maintained meticulous documentation within the NAVISION accounting system
- Ensured quality standards through the maintenance of quality via fumigation and spraying techniques, while efficiently managing chemical usage
- Maintained accurate records by preparing daily and weekly stock reports, performing reconciliations, and effectively utilizing the NAVISION system within the records office
- Conducted cereal grading in the laboratory, meticulously documenting grading processes and outcomes.
Education
Certificate - Data Analysis
W3Schools
OnlineCertificate - Project Management
Dataville Research LLC
03.2024
Certificate - Monitoring And Evaluation
Infolaunch Africa
Nairobi, Kenya01.2024
Bachelor Of Science - Agribusiness Management
Kenyatta University
Nairobi, Kenya12.2018
Certificate - Leadership Development And Mentorship
Kenyatta University
Nairobi, Kenya 12.2018
Skills
Employee training
Team coaching
Performance management
Manage storage operations
Resolve customer issues
Complaint investigation and resolution
Proficient in warehouse operations and logistics management
Strong leadership and interpersonal skills
Effective problem-solving and decision-making abilities
Excellent communication and presentation skills
Proficient in Microsoft Office Suite and other relevant software
Project management
Data analytics
Budgeting
Operations management
Customer Service
Customer retention
Sales and marketing
Ensuring workplace compliance
Market research
Market Expansion
Sales and Marketing
Educationexperience
- 04/01/2024, Ongoing, Data Analysis, W3Schools
- 02/16/2024, 03/14/2024, Certificate of Fellowship in Project Management, Dataville Research LLC
- 12/06/2023, 01/03/2024, Certificate in Monitoring and Evaluation, Infolaunch Africa
- 09/01/2014, 12/01/2018, Bachelor of Science Agribusiness Management, Kenyatta University
- 09/01/2017, 12/01/2018, Certificate in Leadership Development and Mentorship, Kenyatta University
References
- Mrs. Hellen Nzisa Kioko, National Cereals and Produce Board, Nairobi, 30586-00100, 0722616481, hnzisa@ncpb.co.ke
- Oskars Melecis, Watu Credit, Mombasa, 80101, 0740775181, omelecis@watuafrica.com
- Chris Rumenda, Watu Credit, Mombasa, 80101, 0728315062, crumenda@watuafrica.com
Interests
Travelling and exploring
Socialising
Timeline
Warehouse Supervisor
Watu Credit
12.2022 - 05.2024
Branch Manager
Watu Credit
09.2021 - 11.2022
Branch Manager
Watu Credit
12.2019 - 08.2021
Customer Service Representative
Horizon Contact Centers
11.2018 - 09.2019
Attachment
National Cereals and Produce Board
04.2017 - 09.2017
Certificate - Data Analysis
W3Schools
Certificate - Project Management
Dataville Research LLC
Certificate - Monitoring And Evaluation
Infolaunch Africa
Bachelor Of Science - Agribusiness Management
Kenyatta University
Certificate - Leadership Development And Mentorship
Kenyatta University