Country Operations Manager

• Sep 2022 - Present

Responsible for organization operational excellence and expansion. Leading all operations to ensure set budgets and profitability. Responsible for customer needs anticipation, customer satisfaction, business development, attracting new partners, managing stakeholder relationships, staff and stakeholder training, budgeting, reporting and performance monitoring.

Country Operations Manager

• Sep 2022 - Present

Head of Key Accounts

• Apr 2021 - Aug 2022

I represent the whole spectrum of the business's products and services to the assigned consumers. Key account planning ensures that all assigned consumer accounts within the department are catered for and that their needs and expectations are met by the business.

Key Accounts Executive

• Nov 2017 - Apr 2021

Ensure set sales targets are achieved in due time Proactively generate leads and work with team to pursue business relationships with prospective clients.Regular customer visits for relationship maintenance and feedback on improving logistics services.Market intelligence and research on the economic sectors for future prospects, seasonality in trading. This enables proper planning and revenue forecast for the company.Identifying customer and industry trends to inform product development and diversification.Preparation and participation in tenders, bids and contracts for the company.Attending scheduled workshops, trade shows and seminars per marketing activity calendar.Identifying short term and long term opportunities for project cargo.Debt Collection: sensitize customers on credit terms and cost of money for disbursementsMinimize on customer loss, liaison with customer service 100% customer retention.Monthly competitor record information per sales Update sales and marketing risk management framework and work towards improving it.Liaison with partner networks across the globe for seamless logistics solutions to customers worldwide.Offer training and open workshops to key customers on understanding logistics formalities e.g Inco Terms, Customs Clearance, new regulations with KRA , KPA. Show less

PRICING AND TENDER ANALYST

• Jun 2016 - Oct 2017

• Review and analyze contracts, and discuss the distinguishing features of UPS products in relations to the approved pricing policy. • Design the customer tariffs for exports, imports and domestics rates depending on the frequency to determine the discount and profitability margins• Prepare RFQs RFPs for customers who would like to engage in our services with tight schedules and deadlines• Airfreight and Sea Freight quotations by engaging the network and other agents for their prices, analyze on a profitable mark up and yet competitive to pursue the business.• Contacting major airlines and sea lines for cargo rates and flight schedules for prompt planning and advising the customers.• Evaluating on the Pricing strategy for flexibility to handle more customers with an affordable rate, this enabled consolidation of consignments for better profits• Acquiring, preparing and consolidating company statutory documents for prequalification and tender participation.• Maintaining a record of all quotations presented to customers, converted and non-converted. Analyzing in terms of revenue growth, main trade lanes for most customers and the shipment growth.• Working together with Finance, Operations to obtain accurate information in terms of work process flow, billing and invoicing structures for presenting tenders and advising customers. Show less

TELESALES AND LEAD QUALIFIER

• Mar 2016 - Oct 2017

General Roles• Contact customers directly by telephone to make sales or support field sales representatives by setting appointments or qualifying prospects. • Build repeat sales through strong customer relationships by focusing on customers’ wants and needs.• Maintaining the existing customer base by building customer loyalty through an effective problem solving and customer care.• Follow up on potential leads and convert to account holders.• Filling up due diligence forms and supplier information documents for customer base and access our details in order to settle our payments.• Proposing meetings with customers through the sales planners and having one on one meetings with customers to expound more on our services and capabilities.Specific Roles• Keep a portfolio of account customers, the potential of shipping, expected revenue and analyze on the growth in terms of business.• Key office contact for all pricing queries and following up to convert to business.• Working hand in hand with finance to ensure my customer portfolio is up to date with payments and outstanding invoices.• Analyzing SOA, Statements of Accounts to clients and following up for payments.• Develop customer relationships with key Accounts by being the key contact in all matters pertaining UPS. Show less

Customer Service Executive

• Sep 2013 - Feb 2016

• Receiving calls on customer queries and converting them in to business. • Providing an efficient and professional service to customers through prompt, courteous and accurate responses to Customer’s enquiries. • Making bookings for shipments to be collected. • Tracing process of lost, misrouted shipments and redirecting them to final destination. • Suggesting new products to existing products and advising customers on the best products that suite their need. • Root cause analysis of customer complaints, explaining our terms and conditions and finding ways to compensate customers as per our terms • Tracking shipments using available soft wares and advising customers based on real time solutions and flight schedules. • Through training and coaching, I was able to advice customers and colleagues on Dangerous goods how they are handled and uplifted. • Monitoring the flow of calls using the Avaya systems, spool reports on call productivity, abandoned call rates and grade of service( GOS) • Participated in the COE, Centre of Excellence challenge to have Kenya as the best call center worldwide. • Communicating with the international networks for updates and service failures and sharing to the team for prompt advice to customers. • Working together with finance and pricing team to provide quotes to clients and invoices for prompt payment • Following up on customer queries and convert them to business • Evaluating on customer needs, to qualify as account holders. • Key contact for the diplomatic movement of passports and travel documents from Embassy to Embassy. • Arranging for collection travel documents from Embassies, High Commissions in Kenya that service Africa and the world at large. Show less