pauline muthua
@paulinemuthua
Client-focused manager delivering exceptional service, driving retention and revenue through relationship-building and business development.
KenyaWhat I'm looking for
I am a client-focused professional with six years of experience delivering exceptional service and building strong, long-term client relationships across Nairobi.
I have overseen teams of client service representatives and coordinators across 20 branches, driven sales initiatives and marketing campaigns, generated leads through networking and outreach, prepared proposals and regular performance reports, and tracked KPIs to refine strategy and exceed targets.
I seek to leverage my skills in account management, team training, and business development to elevate the client service experience and contribute to the growth of a reputable, client-centric organization.
Experience
Work history, roles, and key accomplishments
Business Development Manager
Lorenzo Group Ltd
May 2023 - Feb 2024 (9 months)
Oversaw a team of CSEs and customer service representatives across 20 Nairobi branches, driving sales initiatives and lead generation to expand client accounts and support revenue growth.
Client Service Manager
Spark Communication Ltd
Nov 2022 - Apr 2023 (5 months)
Managed client service teams across five units (Retail, Branding, Digital/Creative, Activations), ensured on-time delivery of campaigns and produced timely quantitative and qualitative reports to clients.
Business Unit Manager
Spark Communication Ltd
Apr 2022 - Nov 2022 (7 months)
Led business unit operations, conducted market research, generated leads and sales contracts, and trained staff to expand client relationships and revenue.
Account Executive
Interactive Communication Ltd
Jan 2019 - Mar 2022 (3 years 2 months)
Serviced and grew existing accounts through effective project planning and execution, managed third-party partnerships, and developed proposals to add value to client brands.
Administrative Assistant
Interactive Marketing Communications Ltd
Jan 2015 - Jan 2018 (3 years)
Managed front-office operations, executive support and logistics, and maintained filing systems and office supplies to ensure smooth daily operations.
Receptionist
Interactive Marketing Communications Ltd
Jan 2013 - Jan 2015 (2 years)
Operated front desk functions including visitor reception, switchboard, meeting bookings and courier coordination to maintain office efficiency.
Secretary
Hotspot Motors Ltd
May 2011 - Dec 2012 (1 year 7 months)
Maintained company records, prepared agreements and advertisements, and managed petty cash to support sales and administrative operations.
Intern - Admission Section
Mount Kenya University
Nov 2010 - Apr 2011 (5 months)
Provided admissions administrative support including data entry, filing, document preparation and customer care for students and dean offices.
Education
Degrees, certifications, and relevant coursework
Kenya Institute of Management
Diploma in Business Management, Business Management
2008 - 2010
Diploma in Business Management at the Kenya Institute of Management from 2008 to 2010, covering client service, project planning, and execution.
Kamenu Primary School
Kenya Certificate of Primary Education, Primary Education
Completed the Kenya Certificate of Primary Education at Kamenu Primary School in 2001.
Komothai Girls Technical School
Kenya Certificate of Secondary Education, Technical Education
Completed the Kenya Certificate of Secondary Education at Komothai Girls Technical School.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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