Susan Melissa Namatsi | Client Experience & Administrative Executive
Email:-LinkedIn: https://www.linkedin.com/in/susan-melissa-namatsi-/
Cell No: - | -
Country: Kenya.
CAREER PROFILE
Dedicated, self-motivated and organized professional with over 10 years’ experience in administrative
functions and customer service that contributes to smooth, efficient and productive operations. I
thrive in building and maintaining relationships with new, prospective and existing customers.
I take pride in being committed and passionate in everything I do. I work with enthusiasm and diligence
with an understanding that the ultimate goal is to enhance customer satisfaction, customer retention,
company growth and my personal development and growth.
CORE COMPETENCIES
Remarkable Customer Experience
Office Administration skills
Virtual Admin Assistance
Excellent interpersonal,
communication skills and relationship
skills
Sales Processing
RP Knowledge- Sage, Opera, Oracle
Calendar Management, Scheduling &
Emailing
Adaptability and Flexibility
Client Relationship Management
Analytical skills
Positive Teamwork and Collaboration
Microsoft Office Suite
Pride and quality of work that shows a
willingness to go beyond in ways both big
and small during every single project.
Organizational Skills-Ability to multitask,
prioritize, and manage time efficiently
Negotiation skills
Attentive to detail and goal oriented
Problem solving skills
Account Management
Hotel Booking and Travel Management
WORK EXPERIENCE
Jan 2023- Present
Audio-visual Collaboration Technologies
Position: Corporate Account Manager
Responsibilities
Expand relationships with the existing clients by continuously proposing solutions that meet their
corporate strategy.
Establish new business opportunities
Create and manage CRM database of accounts and cultivate a complete understanding of their
needs and manage to meet their objectives, resolve their issues at a reduced timed thus enhancing
customer satisfaction.
Negotiate contracts with clients and establish a timeline of performance.
Track clients’ queries and followed up on ticket raised to ensure their concerns have been
resolved.
Pitch product portfolios to clients and ensured the correct products and services were delivered to
clients timely.
Introduce promotional programs to both new and existing clients to optimize sales revenue.
November 2021- Dec 2022
Up work
Position held: Virtual Administrative Assistant
Responsibilities
Database and CRM maintenance. Updated emails and contact information in the Customer
Management system.
Calendar management. Efficiently scheduled and organized appointments, meetings and events for
both general and executive staff.
Mail Management .Managed and sorted emails for clients and C suite executives of top
organizations.
Managed hotel and travel bookings for staff.
Screened calls and provided information to callers.
Inventory Management
Accomplishments
Due to frequent bookings of flights and accommodation, I reached out to travel agencies and
negotiated on lower flight and accommodation rates successfully.
Reached out to new vendors and negotiated lowers prices for office supplies cutting supply costs
by 10-20 % for most companies.
Successfully analyzed internal processes recommended and implemented procedural changes to
improve office operations.
February 2018- October 2021
Gravity Solutions Limited | ICT Firm
Position: Sales Administrator
Responsibilities
Managed a wide variety of customer service and administration tasks.
Managed all the administration relating to all sales processes which included preparation of
tenders, proposals, quotations, service contract, purchase orders, invoices, and delivery notes and
worked closely with business managers, CEO's and general operations as key contact persons.
Maintained an accurate CRM database of clients’ information that enhanced customer
relationship management.
Received and screened a high volume of internal and external communication.
Responded to new and aftersales inquiries from clients; channeled the issues to the right team
members and ensure the earliest resolution of the reported issues by working in tandem with the
technical team.
Collaborated with the sales team to maximize profit by up selling and cross selling.
Met client needs and deliverables according to proposed timelines.
Accomplishments
Formulated an order processing system, thereby increased sales process efficiency by 75%
Implemented client outreach program to clients to find out their experience with the product and
services offered and what actions to implement after which and as a result a smooth relationship
was enhanced thus promoting customer satisfaction and retention;
Worked overtime most times including holidays in order to complete and submit tenders
documents in time and as such received tender awards from reputable companies and government
institutions between the year 2019 and 2021.
February 2014 - November 2017
Africa Business News Group- CNBC AFRICA
Position held: Administrative Assistant and Production Coordinator
Responsibilities:
Handled reception desk and served as the first point of contact in the bureau by promoting a
positive image of CNBC AFRICA with staff and guests.
Provided secretarial support for the bureau manager and bureau administrator; screened and
handled appropriately telephone calls, enquiries, incoming emails, posts and requests.
Sourced for quotations from service providers, prepared purchase orders and ensured fulfillment of
orders as requested, invoices received in time and payments made to them.
Organized travel and hotel bookings for staffs and assisted them in processing their travel
documents; facilitated transport for staff going out on office assignments thus ensuring a smooth
production cycle.
Organized corporate events for the company, scheduled guest meetings and appointments for senior
management.
Maintained logging in and out of company vehicle and office equipment and ensured maintenances
and repairs of the same.
Analyzed internal processes recommend and implement procedural changes to improve office
operations.
Supervised cleaning personnel and ensure that the bureau remains safe, secure, and well
maintained.
Managed office petty cash.
Accomplishments
Received compliments and gifts from office management and guests for successfully upholding a
good reputation of the company by offering excellent experience to both staff and guests.
Reduced office expenses significantly by cutting off unnecessary office supplies, reducing quantity
of some consumables, encouraging staff to switch off lights if not in use, recycling printing papers
for internal use.
Assisted to onboard 16 employees successfully.
Successfully organized transport arrangements for all staff whenever the company would have
outdoor events. Every staff was comfortable, safe and satisfied.
July 2010 - June 2013
Fly Five Forty Aviation Limited
Position held: Sales and Ticketing Officer / Customer Service Officer.
Responsibilities
Customer service.
Airline ticket sales.
Airport passenger handling.
Accomplishments
Successfully assisted customers with check-in, tagging luggage, ticket changes, re-booking, and
special service requests.
Successfully checked-in and boarded passengers to the aircraft, including disabled passengers and
unaccompanied minors to and from the aircraft with no reported complaints.
Provided accurate gate pass, flight tickets, flight arrival and departure information, and answered
general inquiries appropriately.
Met and exceeded sales target and customer satisfaction for a consecutive period of 6 months in
2012.
Prepared and submitted daily sales report in time to Finance department; processed all office
administration requirements like banking, petty cash handling, staff and client transport
requirements.
March 2009- June 2010
Safaricom Kenya Limited
Position held: Retail Centre Representative
Responsibilities: Customer Service
Accomplishments: Efficaciously provided quality customer service and contributed to the overall
sales target.
PROFESSIONAL TRAINING
DAYSTAR UNIVERSITY |
DATA CENTRE TRAINING COLLEGE |
Certificate in Public Relations short courses, 2012 March
Microsoft Office Application, 2007
EDUCATIONAL TRAINING
MOI UNIVERSITY | Bachelor’s Degree in Hotel, Hospitality and Events Management, 2019
NAIROBI AVIATION COLLEGE | Diploma in Air Travel Operations, 2008
TRANSWORLD AVIATION COLLEGE | Certificate in Air Travel and Tourism, 2007
MUDAVADI GIRLS’ HIGH SCHOOL | Kenya Certificate of Secondary Education (KCSE), 2005
REFEREES
1. Mr. Daniel Mutua
2. Ms Sapna Ashok Shah
Senior Sage Consultant
Group Financial Controller | Azuri Technologies
Gravity Solutions Limited
Mobile phone: -
Mobile Phone: -
Email:-
Email:-3. Mr. Naoki Kumagai
General Manager | Mitsui & Co., Europe PLC- Tokyo
Email:-
