About

Highly qualified and result oriented customer service, sales and distribution professional with over 15 years of experience in managing customer relations, problem solving, developing and executing strategies and processes, optimizing and managing sales operations and systems and market expansion. Iam seeking a challenging position where i can leverage expertise in sales and customer service management, process improvement and team leadership to drive efficiency, customer satisfaction and revenue increase.

Skills

  • problem solving skills
    10
  • Customer relationship building and retention
    10
  • Team leadership/Facilitation/Conflict resolution
    10
  • Training and coaching
    10
  • Computer Skills
    10
  • logistics and transport skills
    7
  • Sales and Marketing
    10
  • Excellent communication and interpersonal skills
    10
  • Negotiation and listening skills
    10
  • Time management skills
    10
  • Flexibility and Adaptability
    10
  • Data Analysis
    8
  • research and analysis
    8
  • English
    10

Experience

Najjemba Shatra

Work experience
  • Scope the core customers and their respective category needs within the targeted channels.
  • Appraise the existing NHOP categories and/or SKUs and establish which ones are a strategic fit to the relevant channels and/or customer segments.
  • Collaborate with Finance to produce competitive commercial offers per category and/or SKU whilst upholding NHOP’s gross margin ambitions.
  • Proactively look out for bidding, contract manufacturing opportunities, and follow them up to closure.
  • Manage the targeted channel customers through the development and implementation of account strategies and/or plans to maximize revenue performance.
  • Establish close working relationships with the target audience to gain high levels of support and loyalty whilst enhancing understanding of the trading environment in service of building and protect NHOP’s competitive advantage.
  • Actively collaborate with all NHOP relevant stakeholders to ensure that there is always seamless execution and excellent customer satisfaction.
  • Manage allocated resources to ensure that use in the most efficient and effective manner possible.
  • Monitor and evaluate category and channel performance.
  • Leverage the escalation matrix so that any potential issues can be dealt with in real time.

Najjemba Shatra

Work experience
  • Developed and executed customer service policies and processes elevating service standards.
  • Managed a diverse team, fostering an environment of continuous improvement. I was able to introduce a live template where the team could update their performance in real time.
  • Innovatively resolved complex customer issues, enhancing brand loyalty and customer satisfaction by introducing a customer relationship management system.
  • Implemented strategies to optimize service productivity and profitability. I was able to introduce more payment options for the customers like Momo and Airtel pay, Visa payments and Flexi pay.
  • Successfully opened up two company outlets leading to an increase in sales for walk-ins from 50M to now 300M per month.
  • Oversee the achievement and maintenance of agreed customer service levels and standards with other departments
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
  • Ensure the necessary resources and tools are available for quality customer service delivery.
  • Handle complex and escalated customer service issues with in 48 hours and was able to achieve 80% complaint resolution.
  • Successfully generated a customer database using the CRM i introduced hence improved efficiency in customer tracking and communication.
  • I was able to liaise with other departments and ensured effectiveness in our operations. I introduced a customer service alignment meeting were all departments attend, I opened up WhatsApp groups which improved communication within all support departments.
  • I was able to co-ordinate, organize and supervise the company trade-fairs leading to an increase in awareness of the brand and visibility plus sales.
  • I was able to introduce a competence capacity building program were all team members had to learn what the other does. This improved on the effectiveness and efficiency of the team.
  • I successfully evaluated and manage performance for the team on a monthly basis.
  • I Identified and addressed team training and coaching needs.
  • I was able Monitor customer pending orders and push for on-time and in-full. I achieved 70%
  • I successfully on boarded transporters to deliver products to the agents.
  • I was able to maintain a distribution cost of 2.3% per month leading to a reduction in the company costs.
  • Observe and fully participate in the Mission Directed Work Teams Operating.
  • I introduced the stock status report that played a crucial role in informing the different sales channel on products available leading to improved communication with our customers.
  • I developed the return process for all items that are conforming to the quality standards, and this led to an improvement in quality. As quality had to do investigations on what was causing the issues.

Najjemba Shatra

Work experience
  • August, 2020 - December, 2022
  • Fulltime
  • Initiated the New Retailer Support Program, focusing on young distributors' success.
  • Managed the Route to Market project, ensuring adherence to timelines and objectives.
  • On boarded over 100 youths as wholesalers and Retailers on to the project.
  • Conducted training for over 300 youths in small business management.
  • Re-engineered the distribution chain to target young people, primarily women.
  • Enhanced monthly reporting for better decision-making and budget management.
  • Launched successful marketing campaigns for new youth wholesalers and retailers.

Najjemba Shatra

Work experience
  • Led the recruitment of agents and wholesalers, expanding market reach from Zero agents to 3 agents and from 150 wholesalers to 330 wholesalers.
  • Achieved 100% NSV target through strategic sales forecasting and planning.
  • Enhanced team performance through focused training and management.
  • Successfully maintained price compliance and account reconciliation for all agents.
  • I was able to increase sales for the region from 400M per month to 600M.
  • Successfully Monitor customer preferences and resolve their issues with in 48 hours.
  • Enforced repeat order generation from the agents at least twice a week hence increased sale.
  • Led the recruitment of sales associates in my region.
  • Monitor adherence to prices by the agents and compliance to the agreement requirements hence improved customer satisfaction.
  • I was able to increase coverage for the agents by on-boarding over 100 (institutions, schools, hotels, events companies and churches)
  • Observe and fully participate in the Mission Directed Work Teams Operating.
  • Enforced account reconciliation for the agents monthly with the company and avoided trading stoppages.

Najjemba Shatra

Work experience
  • Directed sales strategies by introducing route-sales where our trucks would move in different areas of the country selling our products to the wholesalers leading to increased customer satisfaction.
  • I was able to sales from 2B to 3B per month by improving the effectiveness of the sales force through daily tracking of performance and proper resource allocation.
  • Played a pivotal role in policy advising and operational improvements. I was able to develop a route-sales tracker which guided in determining which items where to be loaded for a particular route and supported in the analyzing of the route profitability.
  • Championed budget management, ensuring efficient resource allocation.
  • Track and resolve customer complaints and issues with in 48 hours.
  • I was able to monitor customer preferences to drive the focus of sales team through product mapping per region.
  • I was able to review operational records and reports to project sales per month leading to better preparedness especially in the Go back to school seasons.
  • Advise agents and distributors on policies and operating procedures to ensure functional effectiveness of business.
  • Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
  • In case of unavailability, distribute product depending on the overall sales contribution per customer hence creating a balance and increasing in sales.
  • Successfully worked hand in hand with different departments to ensure excellency in the day-to-day sales operations.
  • Direct clerical staff to keep records of export correspondence, bid requests, and credit collections, and to maintain current information on tariffs, licenses, and restrictions.
  • Direct foreign sales and service outlets for NHOP.
  • Assess Sales/Marketing potential of new and existing store locations, considering statistics and expenditures.
  • Observe and fully participate in the Mission Directed Work Teams Operating System

Najjemba Shatra

Work experience
  • August, 2009 - December, 2012
  • Fulltime
  • Excelled in customer engagement, driving sales through personalized service, Hunting and moving door to door activating customers. I was able to increase customers from 7 to over 100 customers.
  • I was able to contribute to an increase in the company revenues from 700M to 2B per month. I would make monthly sales of 200M.
  • Implemented effective marketing strategies, resulting in increased brand visibility.
  • Demonstrated exceptional account management and reconciliation skills. All accounts and credit issued to the customers was cleared every end of month to Zero 100%.
  • I excelled at customer management, profiling and understanding of my customer by creating a database for all my customers making it easy to engage and for other members to follow through.
  • I was able to improve product diversification in my area by 40%, customers that where trading 50% of our product portfolio now started trading 90%.
  • I conducted market intelligence and research which helped management in decision making especially on pricing and new product development. Two products were developed through this initiative.
  • I was able to maintain all the accounts created by 99%.
  • Attended team meetings and sharing best practices with colleagues.
  • I excelled at report writing, all my reports would be submitted before deadline.

Najjemba Shatra

Work experience
  • Streamlined stock management, improving inventory efficiency by 30%
  • Enhanced customer experience through expert product advice and assistance.
  • Played a key role in implementing promotional strategies for in-store products increasing sales by 10%
  • Maintained high standards of store presentation and cleanliness.
  • Maintained cashflows, by receiving and purchasing items required for the store including managing the expenses for the shop. I was able to save 5% of money that was being spent.
  • Track and resolve queries customers queries with in 72 hours.
  • Balancing cash registers with receipts.
  • Attaching price tags to merchandise on the shop floor making it easy for the customers to identify items of purchase. Reducing on the customer time spent shopping from 10mins to 5mins

Najjemba Shatra

Education
  • August, 2005 - December, 2008
  • Fulltime

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