Stella Mbungu

STELLA MBUNGU 📱+254 - 📧-📍 Nairobi, Kenya (GMT +3) https://www.linkedin.com/in/stella-mbungu/ ACCOUNT MANAGER WITH EXTENSIVE B2B AND B2C EXPERIENCE Strategically Driving Growth, Retention, Satisfaction & Advocacy Account Management Professional with a proven history of exceeding sales quotas, retention targets, CSAT, and expansion goals. With over 6 years of experience managing relationships with both enterprise and SME customers, I specialize in driving change management strategies that enhance end-user adoption and scaling customer success, including 2 years of invaluable startup experience. Holding a Bachelor of Science in Actuarial Science, I focus on driving growth, boosting retention, and ensuring customer satisfaction. In a previous role, I led account management strategies that resulted in an impressive 11% reduction in churn within three months through a customer-centric approach. Moreover, I have been privileged to work with customers from prospecting, onboarding through renewal, ensuring a seamless and successful customer journey at every stage. My proficiency in data analysis and CRM tools also enabled me to increase lead conversion rates by 20%. I am excited about the opportunity to apply these abilities at your company. My collaborative nature and adaptability position me to excel in this role and make a tangible impact by utilizing my skills and experience. CORE COMPETENCES Customer-Centric Relationship Management | Enterprise Sales in FMCG, E-commerce & SaaS | Closing Techniques and Account Expansion, Retention, Cross Selling Strategies | Effective Negotiation and Value Proposition Delivery | B2B and B2C Engagement Expertise | Onboarding and Technical Support | Commercial Acumen | Collaborative Cross-Functional Approach | Performance Tracking and Reporting | Proficient in Market Analysis and Insights |Technical Proficiency - CRM: Salesforce, FreshSales, Airtable | Communication Platforms: Slack, Zoom, Microsoft Teams, Calendly | Office Suites: Microsoft Office, Google Workplace, Dropbox, OneDrive | Database Management: Airtable, Tableau SELECTED MAJOR HIGHLIGHTS Sales and Customer Care Lead | Farm to Feed Limited ● Collaborated with management to develop comprehensive go-to-market strategies, transitioning the company from a COVID relief foundation to a fully commercial business, ensuring alignment with customer-centric values while adhering to the ethos of reducing food loss and waste - Sustainability. ● Achieved an 11% reduction in churn rate through a dedicated focus on customer care, enhancing turnaround time, communication channels, feedback tracking, and overall satisfaction levels. Key Account Manager | Top Up Mama Limited (Now Cantin) ● Led sales strategies from prospecting, onboarding and through renewal in a tech start-up, successfully expanding into new markets while achieving 80% monthly customer retention rate, showcasing results in strategic growth and customer satisfaction. ● Achieved 20% revenue growth by developing business infrastructure to support rapid expansion and accelerate product deployment, leading to revenue improvements through strategic planning and infrastructure development. Key Account Manager | Mohan's Oysterbay (K) Drinks Ltd ● Managed 50+ high-value SME and Enterprise accounts trading volume over Kes 5M , surpassing sales targets and attaining a 25% revenue growth within just 3 months. ● Identified and capitalized on an untapped market segment, utilizing analytics tools to refine discount strategies, resulting in a 20% sales increase within six months showcasing proactive market expansion and an analytical approach to profitability. Sales and Administration Manager | Qway International Limited ● Successfully introduced two new products, contributing significantly to increased profits in both Q2 and Q4 of 2019, showcasing innovative strategies that directly impacted profitability. ● Demolished sales quotas by consistently exceeding them by up to 110%, demonstrating an unparalleled track record of exceeding expectations and delivering consistent overachievement. WORK EXPERIENCE SALES AND CUSTOMER CARE LEAD | FARM TO FEED LIMITED | APRIL 2023- NOVEMBER 2023 HYBRID Key Contributions & Results: ● Implemented data-driven sales tactics, resulting in a 25% increase in qualified leads within six months by effectively identifying and targeting new customer segments. ● Played a key role in refining the sales handbook and website language to better reflect customer-centric values, fostering a culture dedicated to customer success and satisfaction. ● Generated actionable insights through precise sales reports using Airtable, leveraging advanced data analysis tools to inform strategic decision-making processes. ● Collaborated cross-functionally with the operations team to streamline sales processes, optimizing order fulfillment time, and enhancing overall efficiency and customer experience. ● Maintained a 98% customer satisfaction rating by resolving 95% of service issues within 24 hours and implementing a feedback management system that reduced repeat complaints by 15%. ● Facilitated the seamless transition of customers to the eCommerce platform, ensuring a smooth onboarding experience and liaising with the engineering team to address technical concerns promptly. KEY ACCOUNT MANAGER | TOP UP MAMA LIMITED ( NOW CAANTIN) | MAY 2022- FEBRUARY 2023 HYBRID Key Contributions & Results: ● Led sales strategies in a tech start-up, expanding into new markets and achieving an 80% monthly customer retention rate through effective sales and customer relationship management. ● Maintained 98% accuracy in SaaS prospect records within designated territory, providing daily updates on calls, presentations, closed deals, and follow-up activities. ● Ensured timely payments through proactive management of payment timelines. ● Cultivated strong relationships with key stakeholders, resulting in an 80% monthly customer retention rate, driving profit growth and meeting business objectives, while enabling strategic expansion and enhancing customer satisfaction. ● Streamlined client onboarding processes and offered technical support for smooth integration of new customers into the company's SaaS ecosystem. ● Nurtured customer loyalty through regular branch visits, virtual communication tools, in-person and virtual training and demo sessions, effective problem-solving, expert advice, and adherence to fair trade practices. ● Generated actionable market intelligence reports on customer, brand, and competitor performance, enabling data-driven decision-making and strategic planning. KEY ACCOUNT MANAGER | MOHAN’S OYSTERBAY (K) DRINKS LTD | APRIL 2021 - MARCH 2022 HYBRID Key Contributions & Results: ● Managed high-value accounts trading volume over Kes 5M, surpassing sales targets and attaining a 25% revenue growth within just 3 months. ● Identified and capitalized on an untapped market segment, utilizing analytics tools to refine discount strategies, resulting in a 20% sales increase within six months and a 10% improvement in profit margins, showcasing proactive market expansion and an analytical approach to profitability. ● Developed, implemented, and managed the client's advertising media strategy to ensure maximum public appreciation of the product. ● Utilized advanced analytics for targeted marketing strategies, including strategic relationship-building and Joint Business Plans, resulting in increased sales and profit margins. ● Managed client relationships proactively, resolving disputes, and ensuring high levels of customer satisfaction and retention. ● Organized and coordinated the company’s participation in exhibitions, shows, and other special events to promote the company’s products and image. SALES AND ADMINISTRATION MANAGER | QWAY INTERNATIONAL LIMITED | MAY 2018 - FEB 2021 HYBRID Key Contributions & Results: ● Spearheaded team leadership efforts by providing guidance and direction to brand representatives and administrative personnel, facilitating the exceeding of departmental objectives, nurturing a cohesive work atmosphere, and enhancing operational productivity. ● Implemented efficient inventory management processes, resulting in a noteworthy annual reduction of stock holding costs by 20%, indicating improved operational efficiency. ● Advocated for a customer-centric strategy, effectively resolving Demand Vs Supply issues and enhancing overall customer satisfaction. ● Integrated digital marketing strategies to enhance brand visibility and customer engagement. This included developing and executing social media campaigns, email marketing, and influencer partnerships, resulting in a 30% increase in online brand presence and engagement. ● Achieved consistent growth in the customer base, boasting an exceptional 95% retention rate, reflective of outstanding client relationship management and high satisfaction levels. ● Prepared and delivered comprehensive monthly, quarterly, and annual sales reports to management, enabling informed decision-making and strategic planning. ● Enhanced sales analysis methodologies for improved product positioning and market insights. CREDIT ASSISTANT | EAGLE CREDIT LIMITED | AUGUST 2016 - APRIL 2018 REMOTE Key Contributions & Results: ● Managed and organized credit application files and documentation efficiently, processing an average of 20-50 applications per week, optimizing processes for enhanced efficiency and effectiveness. ● Conducted in-depth credit risk assessments and financial analyses, as well as conducting interviews and discussions with applicants remotely to gather necessary information and clarify details, minimizing risk and enabling informed decision-making. ● Utilized credit scoring and assessment tools to evaluate applicants' creditworthiness and financial stability, resulting in a 15% increase in approved loans. ● Implemented a systematic review process for customer files remotely, reducing credit defaults and improving receivables health. ● Ensured compliance with internal policies, procedures, and regulatory guidelines that govern microfinance lending, maintaining a 98% compliance rate. ● Provided assistance and support to customers with credit-related inquiries and concerns, both remotely and through other channels as necessary, occasionally traveling to the office site to meet with clients and team members. OTHER PROFESSIONAL ROLES HELD ✔ Remote Part Time Financial Research Assistant Crown Agents Bank Sept 2017 - Dec 2017 ✔ Actuarial Intern - Resolution Health Insurance Company Mar 2016 - July 2016 ✔ Case Study Research Assistant - Food Agricultural Organisation Jan 2016 - Feb 2016 ✔ Student Volunteer- Extractive Industries Share Fair 2015- UN Women Sept 2015 - Oct 2015 ✔ Finance and Administrative Intern - Kenya School of Monetary Studies Jan 2011 - June 2011 EDUCATION BACKGROUND ● Masters of Banking and Finance with a Minor in Financial Markets Moi University, Kenya ● Bachelor of Science in Actuarial Science - Second Class Honors Jomo Kenyatta University of Agriculture and Technology, Kenya December 2013 July 2011