VIRGINIA WAMBUI
NAIROBI
Summary
I am a dynamic professional with a strong background in banking, customer service, sales, and financial management.I have a proven ability to drive business growth through effective relationship management, insightful product positioning, and robust customer retention strategies. With expertise in financial reporting, compliance with Kenyan accounting standards, and payroll administration, I guarantee operational excellence and strict regulatory adherence.My track record in sales and business development showcases my ability to consistently exceed targets through tailored solutions and strategic partnerships.My strengths in procurement, inventory management, and logistics enhance overall efficiency, while my exceptional customer service skills ensure high satisfaction rates. As a collaborative leader,I have successfully coordinated cross-functional teams, streamlined processes, and implemented innovative marketing strategies, illustrating my adaptability and results-oriented approach.
Overview
3
3
Languages
15
15
years of professional experience
Work History
DIGITAL PAYMENTS OFFICER
HFCB GROUP LTD
09.2024 - Current
- Business Development & Portfolio Management: Successfully acquired and managed a portfolio of high-transacting SME merchants, increasing merchant retention rates and contributing to a 15% portfolio growth within the first quarter of tenure.
- Product Positioning: Strategically positioned value-added services such as loans, mortgages, financing for assets, and cash management solutions tailored to merchant needs, enhancing product penetration.
- Stakeholder Engagement: Collaborated with internal teams and external partners to deliver financial solutions, securing partnerships that drove merchant loyalty and service adoption. Sales Leadership: Drove sales efforts for merchant acquisition and retention, achieving a 25% increase in revenue-generating transactions.
- Strategic Initiatives: Facilitated the digitization of payments for SME merchants, optimizing transaction processing and increasing transactional efficiency by 30%.
- Key Results: Enabled cash transaction optimization between business accounts, tills, and loans, achieving a 20% growth in transaction volumes. Onboarded high-value clients, securing contracts for merchant schemes and partnerships that contributed KSh 50 million in revenue. Streamlined financing processes for merchant asset acquisition, improving time-to-disbursement by 10%.
- HFC BANK
- Skills: Business Development, Stakeholder Management, Sales, Merchant Banking, Product Strategy, Financial Solutions, Partnership Building, Data-Driven Decision
HEAD ACCOUNTANT AND PROCUREMENT OFFICER
BRANDNEST ADVERTISING &DESIGN LIMITED
07.2023 - 08.2024
- Financial Management:
- Prepared and reconciled debtor invoices, ensuring timely collection of outstanding payments and maintaining a 95% collection efficiency rate.
- Verified creditor statements and processed payments promptly, improving supplier relationships and achieving a 98% on-time payment rate.
- Managed petty cash operations through Mpesa Business Till, providing detailed utilization reports and ensuring accountability.
- Oversaw payroll preparation, including staff salary calculations, statutory deductions (NSSF, NHIF), and savings, ensuring 100% compliance with Kenyan accounting and statutory standards.
- Supervised disbursement of staff benefits, such as monthly airtime, transport allowances, and lunch provisions, contributing to enhanced employee satisfaction.
- Procurement & Operations:
- Spearheaded procurement of branding and printing materials, coordinating timely transport and delivery, reducing lead time by 20%.
- Procured and renewed TotalEnergies distributor licenses across multiple counties, ensuring full regulatory compliance annually.
- Coordinated outsourcing for labor (riders, casuals, drivers, and vehicles), optimizing cost efficiency and operational readiness.
- Supported administrative and managerial functions, contributing to streamlined workflows and improved operational efficiency.
- Key Results:
- Reduced procurement costs by 15% through strategic vendor negotiations.
- Ensured 100% compliance with tax and statutory obligations, mitigating regulatory risks.
- Enhanced cash flow management, reducing payment delays and improving financial transparency.
- Skills: Financial Reporting, Procurement, Compliance, Cash Flow Management, Payroll Administration, Vendor Negotiation, Operational Coordination, Stakeholder Collaboration
OFFICE MANAGER & CUSTOMER SERVICE REPRESENTATIVE
MIN-QUEST INSURANCE AGENCY
05.2019 - 11.2022
- Financial Support:
- Assisted the accountant with creating, editing, and reconciling financial documents, ensuring accuracy and compliance with Kenyan accounting standards.
- Organized bookkeeping processes, evaluated financial budgets, and tracked expenses to maintain financial integrity and transparency.
- Drafted and presented financial reports, reconciling incoming and outgoing funds to support decision-making.
- Customer Service Excellence:
- Responded to customer queries via email, phone, and in person, resolving issues promptly and improving client satisfaction by 25%.
- Coordinated mass communication campaigns, including policy renewal notifications and payment reminders, achieving a 90% renewal rate for active policies. Administrative Coordination:
- Scheduled appointments, maintained calendars, and coordinated staff and team meetings, ensuring efficient operations.
- Managed all incoming and outgoing correspondence, including emails, SMS messaging, memos, invoices, and internal reports, ensuring timely dissemination of information.
- Established and maintained both electronic and physical filing systems, improving document retrieval efficiency by 30%.
- Operational Contributions:
- Streamlined customer communication processes, reducing response time by 20%.
- Enhanced data management systems, supporting smooth operations and regulatory compliance.
- Skills: Customer Relationship Management, Financial Administration, Communication, Calendar Management, Document Control, Process Improvement, Organizational Skills
DIRECT SALES REPRESENTATIVE
KCB BANK KENYA LTD
05.2015 - 04.2019
- Customer Engagement & Service Delivery:
- Responded to customer inquiries, provided accurate information, and identified client needs, recommending tailored banking solutions that increased product uptake by 20%.
- Maintained exceptional service standards, ensuring customer retention and loyalty while onboarding new clients, contributing to a 15% growth in the client base annually. Sales & Business Development:
- Recommended banking products and services aligned with customer needs, achieving 110% of sales targets consistently.
- Conducted customer appraisals and identified high-potential prospects, facilitating targeted recruitment and enhancing portfolio quality.
- Developed and executed marketing strategies collaboratively with the team, increasing sales referrals and contributing to a 25% boost in revenue.
- Operational Excellence:
- Assisted clients with accurate and timely completion of bank documentation, ensuring compliance with KCB Bank policies and regulatory standards.
- Participated in daily, weekly, and monthly snap checks to ensure operational integrity and adherence to audit requirements.
- Demonstrated computer proficiency by completing accurate data entry, analysis, and reporting to support decision-making.
- Event Management:
- Organized and executed marketing and product activation events, enhancing brand visibility and customer engagement.
- Generated leads and cultivated relationships during activations, driving increased sign-ups for KCB products and services. Key Results:
- Increased customer acquisition by 25% through proactive engagement and sales strategies.
- Reduced documentation errors by 15%, streamlining the customer onboarding process.
- Exceeded quarterly sales quotas by 20% on average, recognized as a top-performing sales representative.
- Skills: Customer Relationship Management, Sales Strategy, Marketing, Documentation Compliance, Data Analysis, Event Coordination, Team Collaboration
CUSTOMER SERVICE REPRESENTATIVE
HAPPY GO LIMITED
07.2011 - 11.2014
- Customer Support & Account Management:
- Handled DStv and GOtv subscription collections, ensuring timely payments and account reconciliations through system updates.
- Managed customer account reconnections and credited payments, reducing service downtime by 30%.
- Responded to customer inquiries via phone, providing accurate product information and resolving issues, resulting in a 95% customer satisfaction rate.
- Sales & Revenue Generation:
- Promoted and sold DStv and GOtv subscriptions, contributing to a 20% increase in product sales.
- Processed M-Pesa cash deposits and withdrawals with 100% transaction accuracy, strengthening customer trust.
- Inventory & Financial Oversight:
- Maintained accurate stock records, placed orders for MultiChoice products, and ensured timely delivery to meet customer demand.
- Supervised daily banking of subscription collections, ensuring compliance with company policies and mitigating cash handling risks.
- Key Results:
- Increased subscription retention by 15% through effective customer engagement and follow-ups.
- Streamlined reconciliation processes, reducing errors in customer account credits by 20%.
- Enhanced operational efficiency by optimizing stock-keeping and procurement processes.
- Skills: Customer Service, Sales, Account Reconciliation, M-Pesa Transactions, Inventory Management, Financial Supervision, Communication
Education
BACHELOR OF COMMERCE -
EGERTON UNIVERSITY
Nakuru06.2014
K.C.S.E(KENYA CERTIFICATE OF SECONDARY EDUCATION) - undefined
MOIGIRLS'HIGHSCHOOL
ISINYA, KAJIADO11.2009
Skills
Interpersonal Skills
Critical thinking and problem solving
Problem Solving
Effective Time Management
Decision Making
Microsoft Excel
Customer Service
Microsoft Office
Time Management
Interests
Traveling, Reading, Watching Movie, Networking, Community Engagement, Fitness & Wellness
References
- MS. Catherine Mwaura HAPPY GO LTD
katemwaura001@gmail.com · 254721400021
- MR.Harun Wambugu MIN-QUEST INSURANCE AGENCY
wambugu.harun@gmail.com · 254724856760
- MR.Frank Agwanda SBM BANK KENYA LTD
Frank.agwanda@gmail.com · 254728777547
Personal Information
Nationality: Kenyan
Timeline
DIGITAL PAYMENTS OFFICER
HFCB GROUP LTD
09.2024 - Current
HEAD ACCOUNTANT AND PROCUREMENT OFFICER
BRANDNEST ADVERTISING &DESIGN LIMITED
07.2023 - 08.2024
OFFICE MANAGER & CUSTOMER SERVICE REPRESENTATIVE
MIN-QUEST INSURANCE AGENCY
05.2019 - 11.2022
DIRECT SALES REPRESENTATIVE
KCB BANK KENYA LTD
05.2015 - 04.2019
CUSTOMER SERVICE REPRESENTATIVE
HAPPY GO LIMITED
07.2011 - 11.2014
K.C.S.E(KENYA CERTIFICATE OF SECONDARY EDUCATION) - undefined
MOIGIRLS'HIGHSCHOOL
BACHELOR OF COMMERCE -
EGERTON UNIVERSITY