SAMUEL GUCHU NJENGA
Nairobi
Summary
An ambitious and self-motivated professional, who can deliver and achieve set targets. Ability to always keep a level head, evaluate opportunities, and deliver innovative new solutions to challenges. Communication is at the core of my skill set, contributing to effective organizational direction and goal attainment. I thrive in challenging and rewarding environments, where my passion for personal and organizational growth aligns seamlessly with international standards. I identify and prioritize activities and assignments, making necessary adjustments as needed, and foreseeing risks to allow for contingency planning.
Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Care Representative
K-unity Savings And Credit Cooperative
Kiambu, Kiambu District, Kenya
02.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers in navigating account management platforms and services offered by the cooperative.
- Collaborated with team members to streamline processes for handling customer feedback and service requests.
- Trained new staff on customer service protocols and best practices to enhance team performance.
- Conducted follow-up calls to ensure resolution satisfaction and foster positive customer relationships.
- Analyzed common issues reported by customers and provided recommendations for process improvements.
Business Support & Communication Officer
K-UNITY Sacco
Kiambu (Remote)
05.2023 - 02.2025
- Working at K-UNITY Savings and Credit Limited (K-Unity SACCO) as a business support and finance officer with the following roles:
- To manage cash flow and working capital, optimizing liquidity and ensuring financial stability during periods of rapid growth.
- To ensure full compliance with regulatory requirements, minimizing risk and avoiding potential penalties more in quarterly performance through SASSRA.
- To verify and review the correctness of postings in the system.
- To develop and formulate communication and marketing strategies for new products
- To review and verify customers' transactional vouchers for their adherence to standards, practices as well as internal and external regulations observing KYC/AML and CTF.
- Ensuring accurate and complete data is maintained by the society.
- Assist the management in the timely detection of Fraud and loss of funds.
- Preparing weekly/monthly and quarterly compliance reports for the business support department.
- Participate in the Branch handing over exercises.
- Ensuring proper safety and storage of all vouchers.
- Monitoring and verifying all tellers’ transactions and giving feedback via email and SMS.
- Managing and creating content portfolio for the Bank's digital platforms.
- Documenting client satisfaction and services stories regarding our services and products
- Negotiating periodic savings with the potential members.
- Building long-term relationships with new and existing members.
- Management of Cash Flows and Loans acquisition.
- Coordinating public events, and bank road shows campaigns geared at marketing the products.
- Account opening and Marketing of K-UNITY Products.
- Capacity building of departmental staff on communication strategies.
- Manager Roles at K-Unity Sacco, Kamwangi Branch
- To carry out financial audits, provide documentation, and respond to auditor inquiries
- To perform general ledger accounting, including journal entries, account reconciliations, and month-end close procedures.
- Prepare financial statements ensuring accuracy and adherence to company policies.
- To conduct in-depth financial analysis, identifying trends and variances that inform strategic decision-making.
- Developed and implemented internal communication strategies to enhance employee engagement.
- Trained staff on effective communication practices, fostering a culture of transparency and collaboration.
Sales Executive
K-unity Savings And Credit Cooperative
Kiambu, Kiambu District, Kenya (Remote)
05.2022 - 01.2023
- Developed and maintained strong client relationships to drive customer satisfaction and loyalty.
- Executed sales strategies to achieve targeted revenue goals and increase market share.
- Analyzed market trends to identify new business opportunities and enhance service offerings.
- Collaborated with cross-functional teams to streamline operations and improve overall efficiency.
- Conducted presentations and product demonstrations to effectively communicate value propositions.
- Managed client accounts, ensuring timely follow-ups and resolution of inquiries or issues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
Salesperson
Sheer Logic Limited
11.2021 - 04.2022
- Providing Clients/customers with Products goods and services upon request.
- Management of cash flows.
- Production of customer support.
- Roles and responsibilities:
Supply Chain and Sales assistant
KLB
07.2021 - 09.2021
- Supply chain assistant as well as making sales records of every resource material.
- Designing the KLB design section
- ICT support in the IT department
- Implementation of the M&E plan and Logical Framework.
- Proofreading in the Proof-reading section
- Typesetter in the type setting section
- Responsibilities:
Data Assistant Officer
AIC Kijabe Hospital
05.2019 - 08.2019
- Data Entry and Holding Data review and Performance review meetings.
- Computer maintenance
- Data Cleaning and Verification
- Reporting and Management of EMR system
- Continuous Quality assessments.
- DHIS2, 3 PM Data entry.
- I worked at Kijabe Hospital as Assistant Data Officer. My roles were:
Education
Bachelor of Science -
Morning Starlight Academy
Nyandarua, Nyandarua District, Kenya12-2012
High School Diploma -
Kerugoya Boys High School
Kerugoya, Kirinyaga District, Kenya11-2016
Primary School Certificate -
Morning Starlight Academy
Nyandarua, Nyandarua District, Kenya12-2012
Skills
- Problem Solving & Decision Making - Expert
- Planning and organization - Expert
- Communication - Expert
- Microsoft Word - Expert
- Microsoft Excel - Experienced
- Microsoft Access - Skillful
- Call center experience
- Data entry
- Customer service
- Inbound customer service
Certification
- CPA 1 (KASNEB) – January 2023 – September 2023
- Certificate in Computer Basic packages, Internet, and Graphics Design – June 2017 – September 2017
Interests
Singing, Journalism and Film, Professional guitarist, Music Enthusiast
LANGUAGES
English - Fluent
Swahili - Fluent
ADDITIONAL INFORMATION
- I have experience in running data entry and records management where I make sure the utmost confidentiality is upheld.
- I can support different colleagues and other departments in properly using data tools, ensuring that data is collected correctly and captured fully for proper analysis to inform decision-making for the organization.
- Certificate of Music – in the Kenya Music festivals.
Timeline
Customer Care Representative
K-unity Savings And Credit Cooperative
02.2025 - Current
Business Support & Communication Officer
K-UNITY Sacco
05.2023 - 02.2025
Sales Executive
K-unity Savings And Credit Cooperative
05.2022 - 01.2023
Salesperson
Sheer Logic Limited
11.2021 - 04.2022
Supply Chain and Sales assistant
KLB
07.2021 - 09.2021
Data Assistant Officer
AIC Kijabe Hospital
05.2019 - 08.2019
Bachelor of Science -
Morning Starlight Academy
High School Diploma -
Kerugoya Boys High School
Primary School Certificate -
Morning Starlight Academy