James Gitonga Email & Phone Number

1. Business Development.• Manages and oversees key sales functions• Create strong relationships with key stakeholders• Establish sales• Maintain sales volume, product mix and selling• Establish and adjust selling• Complete Territory sales operational requirements• Foster a culture of continuous process improvement.• Achieve set sales targets and increase overall market• Brand positioning and sales promotion• Product retail price• Develop and enhance effective supply route to market.• Continuous review of cost against Profit.2. Network Development.• Identify growth opportunity areas.• Review and document market research and intelligence feedback.• Protect and develop the existing clients• Dealer and Network Development•Account management3. Customer relationship.• Work with internal teams to ensure the highest level of customer service.• Problem resolution – technical, warranty, customer complaints, etc.; professionally and timely• Handle all customer feedback with root cause analysis and countermeasures• Customer database management• Customer retention strategies4. Reporting.• Analyze pipeline and lead data• Prepare and submit activity reports: weekly/monthly work plans and annual territory analysis updates.• Through reporting and analytics, validate the quality of the pipeline data.5. Team Leadership• Work with the Sales, Account Management, and other stakeholders to implement targeted sales strategy.• Sales planning, annual target setting and sales budgeting.• Territory performance management.• Coaching, mentoring, and guiding the sales team including supporting staff.• Staff training and development needs assessment.• Ensure adherence to statutory and company policies and procedures.

Ruiru, Kiambu, Kenya

Key Contributions & resultsCustomer Analysis: Successfully identified key customer growth trends and optimized strategies to maximize individual customer potential. Developed daily work orders that effectively guided agents on target areas, serving as a crucial interface for all analytical processes.Product Analysis: Conducted in-depth reviews of product performance, leading to the identification of areas where the organization could extract maximum value. Customized product combinations to meet specific customer needs, implemented successful bundling suggestions, and executed targeted selling/geofencing strategies that aligned with evolving customer requirements.Behavioural/Operational Efficiency Analysis: Analysed and improved customer behaviour understanding, including ordering, returns, and fulfilment processes. Enhanced delivery experience through insightful vendor feedback and reconciliation reports, driving significant efficiency improvements across operational systems. Provided daily reports that streamlined the fulfilment clearance process, enabling faster next-day assignment fulfilment.Data Analysis & Reporting: Compiled, analysed, and shared actionable reports, delivering critical insights that guided strategic decision-making in key responsibility areas, thereby contributing to the organization's overall success.

Nairobi County, Kenya

Key Contributions & results• Mentoring and coaching the trade development representatives as well as the fulfilment team on communication, sales and customer service skills to ensure that they are fully equipped to grow the business by acquiring new customers as well as retaining the existing ones by offering excellent customer experience at all touch points.• Supervising and supporting the trade development representatives and the fulfillment team to ensure that they stay focused and are able to achieve the set KPI’s daily, weekly and monthly.• Developing and implementing strategies geared towards customer growth, acquisition, retention and upselling.• Ensuring delivery efficiency through route and capacity optimization as well as aligning the fulfillment team to ensure that deliveries are done on time, in full.• Handling all customers concerns on time and conclusively.• Ensuring 100% delivery realization on all goods dispatched as well as banking for all the revenue collected.• Managing and maintaining the company’s assets used in deliveries i.e. vehicles, crates, and phones to ensure that they are always in a perfect state.• Gathering market insights on competitor activities, shifting customers’ tastes and preferences, and using the data to make critical company decisions.

Nairobi, Kenya

Duties and responsibilities• ORDER GENERATIONo Finding prospective vendors, understanding their needs, business drivers, and business owner, presenting Twiga’s proposition, and onboarding the customer through Twiga Ways of Working. o Periodically visiting the customer to build and maintain a regular relationship.o Assessing the performance of the business, identifying opportunities around stock and product placement and merchandising, proposing solutions, upsell and cross-sell, and communicating promotions.• PRODUCT ASSORTMENT: o Staying updated on the products and SKUs within each category, new product launches, and daily promotions to drive assortment and achieve set promotion targets.• REVENUE TARGETS: o Achieving revenue targets while adhering to a defined product/assortment mix per day and to the defined number of customers.• MARKET INTELLIGENCE o Gathering market intelligence and insights and sharing them with the Line Manager..CUSTOMER RECRUITMENT AND RETENTION I ensured in a week I recruited a minimum of 10 vendors per day just to ensure the customer base grows.Each month, I ensured 90% of the vendors in my universe which was around 400 have placed an order within the first two weeks of the new month. This boosted sales and the universe.

Nairobi County, Kenya

Key Roles:1. Customer recruitment. (Had a target of 20 new vendors per day)2. Customer Retention. Made sure 90% of the vendors in the universe make a purchase each month.3. Collect market insights and share them with the line manager.4. Pursue new markets. During this time I managed to explore new 3 new markets which boosted the business sales and increase the customer's universe.5. Retain good customer service with the vendors.

Nairobi, Kenya

Dhanush Infotech LimitedTraining as administrator, systems management also as a trainer in dactari total health care solutions limited a solution-based platform poised to revolutionize health care in Africa. Key Responsibilities:Installing telemedicine application in servers and client PCsTraining clients staff i.e. Doctors, Nurses. IT support and other staffTrouble shooting telemedicine related issuesSupporting setup of the Telehealth call center Training and coaching the Hospital Management traineesSetting up training environment, and skype accounts for traineesTraining the company’s new employees on Telehealth Call CenterI have trained a clinic on how to use a system called telemedicine and provided support.

Nairobi County, Kenya

KEY ROLES-Solving customer's request and recruitment .-Offering support to all the Zuku fibres customers

Nairobi County, Kenya

Duties:Level one help desk support including password resets, account creations, account terminations, desktop and laptop builds and printer support.Provide user support on Microsoft office, assist in computer setup, email support, light network troubleshooting, general laptop, desktop and printer repairs and help desk calls when required.Assist with securing, maintaining the organization servers according to international best practices available, and monitoring IT services. Assist in asset management and tracking of IT equipment within KALRO.Assist in the server maintenance plan and monitoring IT services.Vendor management – work directly with IT service providers to obtain support, repair and warranty information.Enterprise Ticket management – work inside our helpdesk system to provide timely and transparent staff support of all requests.Hardware inventory- work with our supply chain department in imaging, distributing and tracking all the organization hardware Installing all purchased software’s and assisting with software development testing – develop test conditions by working with end user to ensure that provided solution meet user requirements, is secure and free of errors.Preventive maintenance – responsible for checking on critical systems to ensure there are no interruptions in business continuity.