VICTORIA WAIGURU
Nairobi
Summary
Experienced business professional with a strong background in advanced management processes. Utilizes exceptional communication skills to cultivate meaningful, trusting relationships that consistently exceed client expectations. Highly skilled project manager with a proven track record of outstanding team leadership abilities, ensuring targets are met consistently.
Proven track record of enhancing client relationships and driving business growth through strategic account management. Demonstrated expertise in problem-solving and communication skills to effectively address client needs and foster long-term partnerships.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Client Success Manager
GIIV Ventures Ltd
04.2023 - Current
- Ensure clients get time to value by walking them through the project lifecycle and analyzing how each step adds value to their business.
- Enhance client training through onboarding them into the services and training them on available resources to better enhance their experience with the organizations' services.
- Promote client loyalty through regular check-ins to keep track of service renewal dates and introduce them to any new service advancements/technologies.
- Project coordination - managing teammates, flow of communications and projects overall for them to achieve on-time and on-budget status.
- Process mapping and rollout through creating checklists, flowcharts and documents outlining the organization's approach to delivery. I would bring teams together and create agendas (for recurring meetings) and ensure a clear flow and documentation of information based on the process.
- Develop healthy client relationships by resolving disputes, flagging potential red flags before they blew out of proportion through keen observation, actively listening to clients, offering them empathy, and thus creating a positive rapport with them.
- Notable Achievements:
- Successfully streamlined meeting preparation processes, resulting in a 20% reduction in time spent.
- Improved the accuracy and efficiency of expense approvals by implementing a new tracking system.
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Streamlined communication between clients and internal teams for smoother project execution.
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
Executive Associate
Drugs for Neglected Diseases (DNDi)
11.2022 - 03.2023
- Support to the Country Director in Kenya and International Development Director in Switzerland through:
- Collating and coordinating bi-monthly update reports from the various sections at the regional office and ensuring a timely transmission towards all-staff meetings.
- Approving expenses related to the Director's office as per signature policy and delegation matrix.
- Assisted in the development of comprehensive training programs tailored to individual employee needs, resulting in skill enhancement and professional growth within the organization especially for staff posted to the Director's office.
- Coordinated high-level corporate events especially conferences and social engagements with meticulous attention to detail.
- Participating in efforts geared towards improving the effectiveness and efficiency of operations in accordance with the policies and procedures as laid down in the organization's Quality Manual.
- Support the Senior Management Team through:
- Spearheading the preparation of Senior management and leadership office meetings.
- Through the Global Executive Office Team, acts as a liaison point between the regional Senior Management Team and the Global Executive Team, to suggest and arrange topics and action points for the agenda and action of both teams.
- Following up on annual key deliverables and objectives as set by the Senior Management Team in the Action Plan.
- Coordinating travels, conference registrations, preparation of travel agenda, and supporting documents for office Heads.
- Organizing expense claims for office Heads.
- Travel, Events' Organization, and Occupational Health and Safety Management
- Writing instructions, procedures, guidelines, and manuals to describe and improve administrative and operational methods and systems as required.
- Coordinating the Director's office budget and handling accounting.
- Promoted a positive work environment by demonstrating strong leadership skills, providing constructive feedback, and empowering employees to take ownership of their responsibilities.
Administration Manager & Procurement Officer
Techno Brain Group
05.2016 - 02.2020
- Planned and coordinated with human resource teams on administrative procedures and devised ways to streamline processes.
- Managed budgets and financial reporting, enabling effective allocation of resources and timely identification of potential cost savings.
- Collaborated with leaders from other departments to achieve consistent processes and maximize efficiency of resources.
- Conducted regular audits of internal processes to identify areas for improvement and implement corrective measures promptly, in line with ISO recommendations.
- Checked equipment invoices and addressed queries and issues promptly.
- Supervised a team of administrative professionals, providing guidance, support, and constructive feedback to ensure high-quality service delivery.
- Assessed staff performance through close monitoring of individual KPI target achievements.
- Monitored office inventory supplies with excellent attention to detail and purchased required new material within budgetary constraints.
- Monitored spending and processed payroll, working closely with accounts team to complete on time each month.
- Oversaw general office activities such as recycling and building maintenance, working closely with third-party contractors.
- Liaised with logistics suppliers to check timeframes and schedules for timely deliveries.
- Helped finance teams set up budgets and manage cash flow, keeping financial records accurate and up-to-date.
- Acted as point of escalation for internal and external customers, addressing issues and resolving queries to keep smooth-running operations.
- Developed and maintained efficient and clear filing systems for the entire organization.
- Kept up-to-date with all organisational changes and business developments, adjusting administrative processes to meet evolving needs.
- Created and reviewed department data to solve potential problems or strengthen performance.
- Oversaw staff compliance with company policies and values, acting as brand ambassador to customers.
- Planned and coordinated conferences, interviews, training sessions and other office events, overseeing logistics, catering and AV setup.
- Identified areas in administrative procedures in need of improvement and recommended ways to streamline processes.
- Facilitated interdepartmental communication by organizing regular meetings, fostering collaboration and cohesive decision-making across the organization.
- Delivered timely and relevant financial and monitoring information to senior management to inform decision-making.
- Administered accounting system, logging all income and expenditure, raising invoices, paying bills and bank reconciliation.
- Scoped and managed achievable project plans to improve central administration services.
- Notable Achievements:
- Negotiated vendor contracts, resulting in a 15% reduction in procurement costs.
- Redesigned new policies, increasing operational efficiency by 25%.
- Successfully ensured 100% ISO compliance in all administrative aspects through rigorous audits and zero non-compliance issues.
Administration Supervisor
Techno Brain Group
05.2014 - 05.2016
- Provided senior level support to the executive floor which hosted the offices of the CEO, CEO, business unit heads, and heads of departments by providing top-notch administrative support including diary management, travel arrangements, internal communications, and in-house guest management
- Applied communication skills in acting as a communication channel between the Nairobi office and satellite offices across nineteen locations
- Managed administration personnel across the nineteen African states by conducting their performance appraisals, conducting training on new processes, developed materials for team training, conducted team building activities
- Maintained all administration dashboards for a clear representation of our satellite offices and expenditure checks as well as ensuring all offices are operating within allocated budgets
- Managed the supply chain to ensure the office is well stocked with staff welfare requirements and coordinating with finance office for payments
- Vendor management to ensure continuity of service without interruption and ensuring payments are done on time
- Prepared timely presentations and ensure all dashboards are up to date for the global admin manager during mid-year and annual end-year management meetings.
- Notable Achievements:
- Effected a performance appraisal system, leading to a 10% improvement in team performance.
- Streamlined supply chain processes, reducing expenses by 15% while maintaining optimal stock levels.
Call Centre Supervisor
Techno Brain BPO ITES
07.2013 - 05.2014
- Helped teams solve complex customer issues and complaints by providing guidance and support throughout calls.
- Hired trained and developed employees per month to become talented, hardworking and proactive team players.
- Improved call centre operations by hiring productive, hardworking and knowledgeable staff, adding to workforce.
- Monitored individual performance, providing coaching and training opportunities to struggling or underperforming team members.
- Increased positive customer service reviews by offering friendly, helpful and informative customer service.
- Observed team operations to verify employees work with maximum productivity, adhering to company best practices.
- Maintained excellent customer service by proactively answering virtual questions.
- Created targets for sales, wait time and issues resolved to motivate team in meeting goals.
- Answered and dealt with agent questions, regarding best practices, complex customer cases or difficult calls.
- Scheduled continuing educational workshops for call centre agents to achieve additional certification, enhance skills and boost performance.
- Monitored individual performance, providing coaching and training opportunities to struggling team members, improving colleague satisfaction.
- Prepared reports showing customer wait times and feedback to determine KPIs.
- Utilized software, databases scripts and tools during phone calls to avail of resources and methods.
- Tracked key metrics and prepared reports outlining activities and financial details.
- Partnered across departments to set clerical schedules and determine resource requirements for special projects.
- Completed regular performance reviews and advised employees on potential improvements.
- Maintained team harmony by resolving grievances and assisting with conflicts.
- Established clear procedures for team work, document tracking and data reporting.
- Reviewed work results against objectives and identified staff knowledge or skill gaps.
- Organized training to teach new office workers in processes and important policies.
- Managed telephone and switchboard operations for timely call handling.
- Set up staff development schemes for continued team progression.
- Worked with other department supervisors and managers to support agents with high volume calls, decreasing wait time during busy periods.
- Dealt with complex complaints professionally and politely, resolving issues with favorable solutions.
- Notable Accomplishments:
- Achieved a 95% conversion rate of customer calls into sales through effective team management.
Sales Account Manager
Arcam Investments
10.2010 - 11.2011
- Proposed and helped implement new and innovative strategies to meet and exceed department's profit and revenue targets.
- Kept accurate records of all current and prospective customers to help with providing personalized services.
- Provided finance department with prompt and accurate information about sales to help with accurate forecasting and invoicing.
- Used social media to position brand as industry experts to gain more market share.
- Responded promptly to customer requests, identifying needs and resolving issues to enhance client satisfaction.
- Identified cross-selling opportunities through ongoing customer needs analysis.
- Formulated marketing and promotional strategies to drive business revenue.
- Managed the evaluating, determining value and pricing of new products within product range.
- Managed finances by controlling budgets and authorizing expenditures.
- Collected, analyzed and summarized information to submit weekly, monthly and quarterly reports within agreed deadlines.
- Maintained relationships with customers by providing ongoing support, information and guidance.
- Supported accounts receivable team by contacting client with unpaid invoices as agreed in client payment terms.
- Researched prospective clients to develop and execute cold call lists.
- Notable Accomplishments:
- Developed and implemented an incentive program, resulting in a 20% increase in agent productivity.
- Increased Customer satisfaction score by 15% and customer retention by 20%
Education
Bachelor of Arts - Marketing Major
Jomo Kenyatta University of Agriculture & Technology
Kenya07.2010
Skills
- Client engagement strategies
- Project coordination
- Customer loyalty strategies
- Data-driven decision making
- Office management
- Workplace organization
- Staff scheduling
- Collaborative communication skills
- Strategic task assignment
- Organizational strategy development
- Proficient in advanced MS Office tools
Certification
- Emergency Aid Services Oct 2014
- Customer Service Management Aug 2017
- Cyber Security Awareness Jan 2023
Interior Styling
In my free time, I enjoy curating spaces as per my client's specifications. You can have a look at my website https://nookandbloom.space
Languages
English
Bilingual or Proficient (C2)
saw
Bilingual or Proficient (C2)
French
Beginner (A1)
Timeline
Client Success Manager
GIIV Ventures Ltd
04.2023 - Current
Executive Associate
Drugs for Neglected Diseases (DNDi)
11.2022 - 03.2023
Administration Manager & Procurement Officer
Techno Brain Group
05.2016 - 02.2020
Administration Supervisor
Techno Brain Group
05.2014 - 05.2016
Call Centre Supervisor
Techno Brain BPO ITES
07.2013 - 05.2014
Sales Account Manager
Arcam Investments
10.2010 - 11.2011
Bachelor of Arts - Marketing Major
Jomo Kenyatta University of Agriculture & Technology
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