Ruthie Mwanzia

MWANZIA RUTH NDUNGE Customer Experience Value-based & Social Selling | Relationship Management | Customer Experience | Product Specialist | Consultative Selling | Employee Experience Design| Customer Service | Virtual & in-person Trainer | Content generation | Learning and Development | Business Analyst | Workshop Facilitator| Design Thinking : - | - | Email:-| PROFESSIONAL PROFILE With four years of experience, I excel in driving customer-centric outcomes through value-based and social selling. As a product specialist, I've consistently delivered tailored solutions, resulting in heightened customer satisfaction, increased loyalty, and a measurable reduction in complaints. My proficiency extends to employee experience design, virtual and in-person training, and design thinking methodologies, positioning me as a catalyst for organisational growth. I creatively address challenges and drive innovative solutions, leveraging a strong foundation in business analysis. Through content generation and strategic learning and development initiatives, I translate complex business insights into actionable knowledge, empowering teams to deliver exceptional service. My commitment to optimising customer experiences has directly contributed to enhanced satisfaction, increased loyalty, and a measurable reduction in complaints.By seamlessly integrating relationship management and consultative selling, I've consistently delivered not just products, but tailored solutions that align with clients' unique needs. Special Projects Marketing Strategies. Developed strategy and identified key areas of opportunities resulting in venturing into the Ugandan market increasing book of value within a period of 4 months while in My Health Africa. In Brandlove Customer Experience one of my special roles is to help brands especially in the financial sector to uncover moments of misery for customers which results in negative brand sentiments, higher churn rates and loss of key accounts. Professional Strengths: ☑ Customer Service: Organised, passionate about client relations and focused on enhancing the customer experience. ☑ Team spirit, Time Management and Commitment: Works collaboratively with partners and colleagues to achieve organizational goals; soliciting input by genuinely others’ ideas and encouraging ownership and commitment Ruth Ndunge CV Page |1 ☑ Strategic Management: An excellent planner and strategy builder with experience creating detailed work plans ☑ Consultative Selling: Prioritizes relationships and open dialogue to help in identifying the customers’ needs and providing solutions ☑ Presentation and pitching ideas: Able to present and demonstrate the value of products and services to clients ☑ Training: Trained as a trainer of trainers, especially the front-facing staff. Industry Expertise Customer Experience Management/ Employee Experience Value- based Selling Facilitation Virtual and In-person Trainor Customer Journey mapping/design thinking PROFESSIONAL EXPERIENCE Customer Experience Trainer | January 2022 – Present Brandlove Global Customer Experience Key Contributions ☑ Using my cx knowledge to create marketing content for social media. ☑ Helping brands identify key moments of truth (Moments where customers decide whether to stay or leave a brand). ☑ Helped brands identify new markets/products by leveraging on empathy while identifying consumer persona. ☑ Increased employee retention by training client-facing staff in critical skills needed to deal with difficult clients and teams ☑ Training people on how to do stakeholder mapping and journey mapping. ☑ Helping brands to curate ideal experiences they desire their customers to have and evoke the right emotions. ☑ Working with brave leaders who want their brand to be loved and their people to deliver brand experiences that are remarkable and true to their promise. Ruth Ndunge CV Page |2 ☑ Worked with brands to help them identify their brand essence (their secret sauce) and how to evoke the right emotions in customers ☑ Assisted brands to evoke the right emotions to ensure customers feel good about themselves when interacting with the brand. ☑ Created training modules for colleagues to use. Business Development Executive | August 2021 – Dec 2022 Blu Zetta Key Contributions ☑ Working with clients by offering advice on emerging branding which resonates with the ideal target market to ensure reduced visitor bounce rate and increase the accessibility of their websites. ☑ Assisting companies increase their response rates by ensuring excellent client retention through effective engagement strategies. ☑ Identifying customer requirements and delivering tailored and excellent solutions. ☑ Devising and implementing the business strategy to advance service delivery. ☑ Enhancing thorough understanding of the market thereby supporting investment growth opportunities and delivering market insight which informs investment plans. ☑ Researching and advising the management on how to diversify the market scope that helps provide high quality content Business Development Volunteer | June 2021 – August 2021 Kenfro Company Limited Key Contributions ☑ Worked with clients by helping them set up and manage their online presence by creating quality contents ☑ Offered customer outstanding and timely services by sending quotation and Invoices and various policy documents Ruth Ndunge CV Page |3 ☑ Coordinated various administration duties from receipting, filing and provided exemplary sales services to clients ☑ Increased the organization’s response rate by 90 % by eliminating delay time at the client’s service points ☑ Adopted virtual calls thereby building trust with clients especially the international clients which was possible through the implementation of the use of video call for products demonstration and instant feedbacks ☑ Developed and Implemented a FAQS and an automatic responses system across all the social media pages which increased the customer engagement and response by 100% Business Development Executive/Product Specialist | January 2020 – April 2021 My Health Africa Group Limited Key Contributions ☑ Developed successful market entry strategies which helped launch products in new regions ☑ Conducted webinars for Telemedicine that assisted medics adapt new technology as well as addressing their needs. ☑ Collaborated with the development team and designed country specific products which addressed various market needs. ☑ Developed a pre-recorded demo that was shared to the team which enabled product demonstration at any time and boosted sales ☑ On boarded new colleagues to ensure they were well acquainted with the system. ☑ Trained new clients on how to use the product we sold and acted as their continual point of reference. Finance/Property Management Intern | August 2019 – December 2019 Knight Frank Kenya Ruth Ndunge CV Page |4 Key Achievements ☑ Collaborated with Property Managers in ensuring uninterrupted operations by timely billing of electricity, water and preparation of service providers contract and agreements. ☑ Facilitated the successful handing over of Zepre and Prosperity building to the client. ☑ Prepared and submitted render documents of buildings. VOLUNTEERING ☑ Successfully coordinated the Annual Economic Forum organized by the Business Club which hosted about 300 participants from various universities as well as Industry participants ☑ Collaborated with the Capital Market Authority representatives and recruited 80 student participants for a competition ☑ Volunteered and proactively participated in administration duties at USIU- Africa ☑ A Volunteer and Young Children Mentor | FEM Family Church EDUCATION BSc. International Business Administration (Finance) | United States International University (USIU) | 2016 - 2019 AWARDS Certificate of Participation | Capital Market Authority | 2019 Certificate of Recognition | Commencement Ceremony- USIU | 2018 PROFESSIONAL TRAININGS Digital Marketing Skills | Google Training | Ongoing Customer journey architecture Design thinking Effective facilitation Ruth Ndunge CV Page |5 INTERESTS Teaching children | Real Estate and Investment | Organizing Corporate events | BOOKS ☑ The Art of Creative Thinking- How to Be Innovating and developing Great Ideas | John Adair ☑ Pitch Anything- An Innovative Method of Presenting, Persuading and Winning the Deal | Oren Klaff REFERENCES Dr. Veronica Kaluyu | Professor, Strategic Management, USIU-Africa, Nairobi-Kenya | Email:-Tina Lovasic | Director Of Operations – Brandlove customer experience South Africa| Tel: - | Email:-Rose Njoroge | Senior Property Manager- Knight Frank Kenya| Tel: -| - | Email:-Steve Muriithi | Associate- Acumen International | Tel: - | Email:- Ruth Ndunge CV ti Page |6