Geoffrey Mburu Gathoni

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 :-