Open to opportunities

murugi nyaga

@muruginyaga

Message

Highly motivated executive with over 12 years in customer service.

Kenya

Message

What I'm looking for

I am looking for a role that values teamwork and offers growth opportunities.

I am a highly motivated and result-oriented executive with over 12 years of experience in customer service and retail business. My career has been defined by my ability to fulfill client needs while consistently outperforming sales and customer satisfaction objectives. I thrive in team environments where we strive to exceed company goals and expectations.

Throughout my career, I have specialized in end-to-end service, upselling, reporting, and customer acquisition and retention. My recent role as a Stock Controller at Safaricom PLC involved optimizing stock levels and ensuring data integrity, which resulted in a 38% reduction in variances. I have also excelled in customer care and sales, achieving a monthly sales target of $4,500 and maintaining a Net Promoter Score of 98%.

Experience

Work history, roles, and key accomplishments

Current

Stock Controller

Current

Nakumatt Mega Retail Safaricom PLC

Nov 2024 - Present (7 months)

Optimized stock levels through regular replenishment, inventory monitoring, and tracking of stocks on hand while observing the FIFO rule. Ensured real-time availability and visibility of stock levels by capturing data on centralized inventory systems.

Inventory Management Stock Control Data Entry

Monitoring and Evaluation Officer

Safaricom Foundation Safaricom PLC

May 2020 - Present (5 years 1 month)

Conducted contextual analysis of data to inform the implementation of the Foundation's investment framework, focusing on sustainability, equality, and inclusivity. Participated in record keeping of the department's database while observing maximum data accuracy.

Data Analysis Database Management Stakeholder Management Minute Taking

Retail Customer Care and Sales Executive

Safaricom PLC

Mar 2017 - Present (8 years 3 months)

Advanced customer service operations at front office, via email, and telephone, ensuring timely and professional resolution of customer issues. Achieved assigned monthly individual sales targets of phones and accessories, and maintained a monthly Net Promoter Score of 98%.

Customer Service Sales Customer Onboarding Data Analysis Customer Feedback

Call Centre Customer Care Executive

Jambo Call Centre Safaricom PLC

Nov 2010 - Present (14 years 7 months)

Drove product adoption, increasing sales by 20% through personalized engagements, and championed data-driven resolutions, reducing complaints by 40%. Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.

Customer Service Sales Data Analysis Problem Solving

Debt Collection Officer

Horizon Contact Centers

Mar 2009 - Present (16 years 3 months)

Managed debt collection through cold calling, telemarketing, and lead generation for a business partner, registering payment commitments from UK customers. Trained new agents on closing leads due to top performance in meeting daily client targets.

Debt Management Cold Calling Telemarketing Lead Generation Training

Sales & Marketing Representative

Risjoy Enterprises

May 2008 - Present (17 years 1 month)

Boosted household cleaning product sales by 15% through outdoor sales and improved customer satisfaction by promptly addressing inquiries and resolving product-related issues. Maintained a high level of product knowledge to provide accurate information and support to customers.

Sales Marketing Customer Satisfaction Problem Solving Product Knowledge

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor of Education, Education

Studied educational theories and practices, preparing for a career in teaching. Gained foundational knowledge in various subjects and pedagogical methods.