NAME:
GEOFFREY MBURU GATHONI
ID NO:
-
MOBILE NO:
-
KRA PIN:
A-K
EMAIL ADDRESS:
-
NATIONALITY:
KENYAN
LANGUAGES SPOKEN:
FLUENT ENGLISH & SWAHILI
KEY AREAS OF COMPETENCE
Excellent experience in managerial and administration
duties. Excellent experience in financial control.
Excellent Operation and Management of the telephone and the switchboard.
Intermediate experience in mechanical line maintenance including C-check,
Vehicle inspection, brake fitment, wheel balancing, alignment & vehicle
service.
Intermediate computer skills and excellent graphic design skills.
Excellent performance in customer relations duties.
Excellent performance in administrative secretarial duties.
Unquestionable integrity and honesty.
Excellence in self-supervision and teamwork.
High level of confidentiality and loyalty.
Clean valid driving license
WORKING EXPERIENCE BACKGROUND
Jun 2017 – To Date: Business Development Manager–RUNDA CAR CARE CENTRE
LTD My roles as a Business Development Manager include and not limited to:
Develop and execute the organization's business and marketing plan.
Organizing Sales visits and selling business partnership proposals to companies that require
automotive services.
Provide guidance to the management team in making business decisions
Ensures appropriate communications to the management team and the entire organization, creating a
Smart Menu for the retail staff, and an expense tracker for the accounts team.
Develop and communicate organization staff policies, new systems in the carwash, bodyshop and
garage.
Oversees the evaluation, allocation, and management of physical assets, employment
decisions, and financial resources to fulfill the stakeholders' expectations
Sets the financial direction for the organization utilizing monthly budgets and ensures
financial stability through audits and internal controls
Ensures the dealership's reputation and image is protected by implementing a new
working website and social media platform.
Developing new sales leads such as Lantera Ltd, Jim Cabs, Boera Security, Edwardo Tours, Brookside
Montesorri Schools, etc
Manages recruiting, staffing and employee development activities for employees reporting
to my position.
1
Jan 2017 – Jun 2017: Management Trainee/ABM–AUTOXPRESS LIMITED
My roles as a Management Trainee/ABM include and not limited to:
Overseeing the branch sales and marketing function.
Handling/resolving customer’s complaints on products or business processes and
escalating the more complex ones to the regional manager.
Inventory management including stock optimization function, mid and end month
stock take and reconciliation.
Ageing Dept collectors list. Follow up of unpaid customer invoices.
Safety & Security; In charge of opening and closing the branch & resetting branch alarms.
Preparing and sending daily DSS and S&B reports to company directors as well as
handling petty cash/ financial control.
Frequent building and branch maintenance, conducting monthly asset verification.
Updating branch flight plan daily and holding pre-shift meeting with junior staff to
share the branch figures vs target and the bonus structure.
Attending monthly branch managers meetings at HQ and relaying new company
policies or new campaigns to the branch staff.
Ensuring branch compliance with county licenses e.g Branch vehicles license, branch
bill board license and relevant operations documents are updated.
Sept 2015 – Dec 2016: Retail Customer Service Executive (RCSE)–AUTOXPRESS
LIMITED My roles as a Retail Sales Executive include and not limited to:
Handling telesales, organizing branch clinics and participating in product activations
e.g. Mall or major roundabout.
Handling/resolving customer’s complaints on products or business processes and
escalating the more complex ones to the regional manager.
Processing customer claims e.g. premature tyre ware, tyre burst, etc.
Preparing and sending daily DSS and S&B reports to company directors as well as
handling petty cash/ financial control.
Building and plant maintenance.
Chq posting, Cash reconciliation and Petty Cash reconciliation.
Assisting in Induction of new staff to the branch and training them on customer
handling, upselling & closing a sale.
Creating new customer accounts to AutoXpress Ltd Database.
Sept 2014 – Aug: 2015: CSR/Team Leader-HORIZON CONTACT CENTER (Toyota Account)
My roles as a Team Leader include and not limited to:
Calling customers on a daily basis to get their feedback on the services rendered to them at
Toyota and to answer their various queries regarding Toyota and Toyota Sister Companies
related products.
Handling/resolving customers queries on an FCR(First Call Resolution) and Escalating
the more complex ones to my superiors/the CRs
As a team Leader I ensure that the team is motivated and performs as per the
set KPIs I conduct weekly performance review for each of the members of the
team
I conduct a side by side coaching & training to each member of the team on a daily basis
to ensure that the calls handling procedures are observed.
I conduct knowledge checks in the team and organize for coaching of the team members
depending on the individual needs
As a team leader I prepare and submit daily, weekly and monthly reports on the team’s
performance Ensure that the team does to satisfaction any other activities assigned to them
by the client(TKEN)
2
Sept 2013 –Sept 2014:
HORIZON CONTACT CENTER
POST:
CUSTOMER SERVICE REPRESENTATIVE
Duties and Responsibilities
Responding to customer enquiries via emails, live chats and phones and anticipating potential
needs or problems of customers and resolving.
Customer service representative at Toyota Kenya. Analyzing and doing service retention
for vehicles which are due for service. Also compiling report of the trend of customers
retention plan of all the vehicles bought and brought for service at all Toyota branches
and dealers country wide.
Maintaining a balance between business and customer needs and making recommendation of
alternate solutions if customer expectations cannot be met and following relevant escalation
contact protocols
Providing accurate information about products or services and Processing transactions
effectively
Achieving first contact resolution (FCR) by providing accurate information about
products and services and maintaining confidentiality of information.
Feb 2013 - Aug 2013:
POST:
Duties and Responsibilities
Responding to customer enquiries via emails, live chats and phones and anticipating potential needs
or problems of customers and resolving.
Maintaining a balance between business and customer needs and making recommendation of alternate
solutions if customer expectations cannot be met and following relevant escalation contact protocols
Providing accurate information about products or services and Processing transactions effectively
Achieving first contact resolution (FCR) by providing accurate information about products and
services and maintaining confidentiality of information.
Feb 2012 - Dec 2012:
POST
Duties and Responsibilities
KENCALL EPZ LTD
CUSTOMER SERVICE REPRESENTATIVE
PARKLANDSPRIMARY SCHOOL
COMPUTER TEACHER
Teach pupils from both lower and upper primary introduction to computing, Ms Word, Paint
program, Encarta Kids and other primary packages.
Designing and printing internal school posters.
Sorting incoming e-mail and authorizing outgoing e-mail
Being answerable directly to the directors.
Preparing schemes for teachers to use.
Creating and Maintaining the official school website and social media pages.
Setting and marking computer exams in the school.
Jun 2009 – Dec 2011
GERADESTINE & GIBBS AGENCY
POST:
RECEPTIONIST/SECRETARY
Duties and Responsibilities
Receiving, Sorting out and Distributing all incoming mail
Manning the telephone and the switchboard
Handling and Controlling the petty cash
Receiving, Receipting and Banking money paid to the company
Receiving and Entertaining visitors.
Typing company documents and any other secretarial work.
PROFESSIONAL QUALIFICATIONS
Jan 2011 - Dec 2013:
TECHNICAL UNIVERSITY OF KENYA
DIPLOMA IN TECHNOLOGY AERONAUTICAL ENGINEERING (AIRFRAMES AND ENGINES)
Applied Mechanics
Chemistry
Engineering Mathematics I, II, III, IV & V
Material Science
Airframe Technology
Computer Aided Design
Communication Skills
Computer Aided Manufacturing
Airframe Structures
Avionics I & II
Entrepreneurship
Practical
Control & Instrumentation.
2010 Jan - 2011 Dec:
NAIROBI INSTITUTE OF BUSINESS STUDIES
(i)
MICROSOFT OFFICE SUITE
Operating Systems
(Distinction)
Ms Windows
(Distinction)
Word Processing
(Credit
Spreadsheet
(Credit)
Database
(Credit )
Ms Power-point
(Distinction)
Adobe Page-maker
(Distinction )
Internet & Email
(Credit)
(ii)
CERTIFICATE IN WEB DESIGN
HTML
(Distinction)
DREAM WEAVER
(Distinction)
FLASH
(Credit)
EDUCATIONAL BACKGROUND
1996 TO 2006
PARKLANDSPRIMARY SCHOOL
KCSE B+
2006 TO 2009
ITURU HIGH SCHOOL
KCPE B-
HOBBIES
Basket ball
Table tennis
Traveling
Writing Creative Literature
4
Graphic designing
Web designing
Transcribing
Teaching/ Coaching
REFEREES
1. MR. G. M. WAMBAA (H.O.D)
TECHNICAL UNIVERSITY OF KENYA
P. O. BOX 52428 – 00200, NAIROBI, KENYA-, -
E-mail :-2. MRS. ROSE M. MUREU. (HEAD TEACHER)
PARKLANDS PRIMARY SCHOOL
P.O.BOX 32135 – 00600 NBI.
TEL:-
E-mail :-3. MRS. NYAMBURA NJUGUNA (CR MANAGER)
TOYOTA KENYA.
P.O.BOX 3391, NAIROBI, KENYA.
TEL:-
E-mail :-4. MR. DOMINIC NDAMBUKI (CR Coordinator)
TOYOTA KENYA.
P.O.BOX 3391, NAIROBI, KENYA.
TEL:-
E-mail :-5. MS. BRENDA ONYANGO (SDM)
HORIZON CONTACT CENTER
P.O.Box-, Nairobi, Kenya EA
TEL:-
E-mail :-
