Account Manager
Apex Collections Africa
01.2026 - 03.2026
ZEPHANIA OTUNGA
C.E.O. ● SOCIAL WORKER ● PLAYWRIGHT ● ENTERPRENEUR ● TEACHER ● COMMUNITY DEVELOPER ● HUMAN RIGHTS ACTIVIST ● DESIGNER ● CREATOR
Nairobi,30
Timeline
Master Of Science In Nonprofit Management - Non-Profit Management
University of Essex Online
09.2025 - Current
Account Manager
Optivus Kenya Limited
07.2025 - 01.2026
Diploma - Business Administration And Management
Diploma in Business Administration And Management
05.2025 - Current
Founder & Chief Executive Officer
Wellness Impact Network
07.2024 - Current
Diploma - Social Work And Community Development
ALISON INTERNATIONAL COLLEGE
07.2024 - 03.2025
Customer Service Representative
Dreams International
02.2024 - 12.2026
Diploma - Educational Psychology
Kenya Christian Industrial Training Institute
02.2024 - 09.2026
Work History
Founder & Chief Executive Officer
Wellness Impact Network
Eastleigh, 30
07.2024 - Current
- Developed comprehensive business strategies to drive growth and market presence.
- Established operational processes that enhanced efficiency and resource allocation.
- Led cross-functional teams to execute projects aligning with company objectives.
- Implemented data-driven decision-making frameworks to optimize performance outcomes.
Customer Service Representative
Dreams International
Migori, 27
02.2024 - 12.2026
- Assisted customers in resolving issues efficiently through phone and chat support.
- Provided accurate product information to enhance customer satisfaction and loyalty.
- Utilized CRM software to document interactions and track customer inquiries effectively.
- Collaborated with team members to streamline support processes and improve response times.
Account Manager
Apex Collections Africa
Nairobi, 30
01.2026 - 03.2026
- Assisted in managing client relationships and handling inquiries to ensure satisfaction.
- Supported cross-functional teams in delivering seamless account management solutions.
- Coordinated with clients to gather feedback and identify service improvement opportunities.
- Maintained accurate records of client interactions using CRM software for effective tracking.
- Led client onboarding processes, ensuring seamless integration into account management systems.
- Developed and maintained strong relationships with key clients to drive retention and satisfaction.
- Analyzed client accounts to identify opportunities for upselling additional services and solutions.
- Designed customized reports for clients, enhancing visibility into account performance metrics.
- Collaborated with cross-functional teams to resolve client issues promptly and effectively.
- Mentored junior staff in account management best practices, fostering a collaborative team environment.
- Implemented process improvements that streamlined workflows and increased overall efficiency in service delivery.
- Conducted regular training sessions on new products and services to enhance client knowledge and engagement.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Account Manager
Optivus Kenya Limited
Westlands, 30
07.2025 - 01.2026
- Cultivated portfolio of high-value clients by leveraging industry knowledge and strategic networking.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Supported cross-functional teams in delivering seamless account management solutions.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Education
Diploma - Social Work And Community Development
ALISON INTERNATIONAL COLLEGE
Eastleigh, NRB 07.2024 - 03.2025
Diploma - Business Administration And Management
Diploma in Business Administration And Management
Eastleigh Campus 05.2025 - Current
Diploma - Educational Psychology
Kenya Christian Industrial Training Institute
Eastlands NRB 02.2024 - 09.2026
Master Of Science In Nonprofit Management - Non-Profit Management
University of Essex Online
London 9DE 09.2025 - Current
Skills
- Team leadership
- Strategic thinking
- Marketing
- Entrepreneurial and innovative
- Client engagement
- Organizational structuring
- Visionary leadership
- Team engagement
- Start-up operations
- Negotiation
- Project management
- Customer focus
- Operations management
- Staff management
- Consulting
- Relationship and team building
- Leadership and people development
- People and culture
- Community outreach
- Program administration
- Cross-functional collaboration
- Management team leadership
- Account management
- Employee coaching
- Organizational development
Summary
Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic.
Pragmatic professional with solid experience in leadership roles. Adept at implementing strategic business plans, driving growth and improving operations. Skilled in financial management and stakeholder relations. Collaborative and dedicated to building and leading talented and motivated individuals.
Quote
To succeed in life, you need two things: ignorance and confidence.
Mark Twain
Languages
English
Bilingual or Proficient (C2)
Swahili
Advanced (C1)
German
Intermediate (B1)
Certification
- Certified Playwright, Kenya Association of Technical Training Institutions (KATTI) - 2025
- Education Leadership Training- Anna Sophie [German] exchange programme- 2025