LOISE NDANU MUTHENGI

Dynamic professional with a proven track record at Kenya Power, enhancing customer satisfaction and loyalty through exceptional communication and CRM software expertise. Spearheaded innovative Customer Experience programs, achieving significant improvements in customer engagement. Fluent in multiple languages, adept at training and coaching teams to exceed corporate objectives.

The Marketing Society of Kenya (M.S.K), Associate Member

• Participated in the development and implementation of new business and strategic business partnerships on the company`s products and services e.g the launch of additional Easy Pay points such as Barclays Bank, Equity Bank, Stima Loan Facility (Equity Bank and KP), payment of electricity bills via the mobile money platforms (Safaricom`s M-Pesa and Airtel`s Airtel Money).
• Conducted market studies to determine the market viability of the company`s products in my assigned territory-Nairobi North.
• Involved in the organization and co-ordination of Kenya Power`s Nairobi North Road shows and Umeme Pamoja Customer Open Days to market Stima Loan Product while identifying new customers.
• Participated in numerous marketing promotions and other customer enhancement efforts through exhibitions at the Safari Park, Sarit Centre, KICC and the Nairobi International Trade Fair.
• Possess a strong attention to detail and ability to help others improve their performance.
• Very effective in delegation of tasks and making sure that they are executed to expected standards.
• Good at preparing excellent and timely reports on assigned tasks.,
• Excellent presentation skills using Power Point and Excel Ms applications on Bar Graphs, Pie Charts and Tables.
• Strong problem-solving skills in both work and non-work-related situations and environments.
• Ability to convey factual and accurate information accurately and confidently while assisting to better team relationships.

• Good verbal communication skills necessary for explaining procedures related to customer service.
• Ability to convey factual information clearly.
• Diplomatic and tolerant in relaying and receiving information.
• Ability to listen and probe effectively to determine customers' real needs.
• Assertive - able to put forward an idea or view despite opposition.
• Resilient - able to retain optimism despite setbacks and not take criticism personally.
• Ability to remain calm and focused under pressure.
• Methodical, accurate, pays attention to detail.
• Results-orientated, adheres to turn-around times/deadlines.
• Customer service-orientated, able to maintain relationships even when communicating disagreeable information to customers.
• Team player, approachable, able to share with others.
• Self-motivated and energetic.
• Integrity and honesty.

• Agnes Ngali, General Manager - Legal Services, Geothermal Development, Nairobi, Kenya, 0721 326 478
• Bilha Mburia, Senior Customer Experience Officer, Kenya Power, P.O. Box 30099, Nairobi, 00100, 0725 508 874
• Peter Kahunyo Njuguna, Chief Executive Officer, Sacco Societies Regulatory Authority - SASRA, Nairobi, Kenya, 0721 206 228

• Swimming
• Travelling
• Reading Business Journals and magazines.

• To work in a highly demanding and group-oriented environment to be helpful to others and gain tremendously from them as well.
• To utilize my knowledge and skills and be part of an organization of ambitious and dedicated professionals who are driven and motivated to deliver on organizational objectives.
• To uphold utmost: ethics, tolerance, creativity, criticality, punctuality, accuracy and efficacy in the course of service delivery.

• ID Number: 22361356
• Date of Birth: 11/05/XX
• Gender: Female
• Nationality: Kenyan
• Marital Status: Married