Ms Office - Word, Excel, Powerpoint, Quickbooks, Sage, Pastel
SARAH GATHONI NJOROGE
ADMINISTRATION, CRM PROFESSIONAL
Nairobi,Nairobi
Summary
CAREER SUMMARY
Customer-oriented Business Administrator with extensive 11-years
experience in resolving customer disputes, rendering after-sales support, processing sales orders and contracts with proven success in maintaining long-term growth. Excels in building long-lasting, productive client relationships to boost customer numbers and market share.
Proficient in SalesForce CRM coupled with in-depth knowledge of project management, strategic financial planning, budget controls, purchasing and and digital filing systems for continuous improvement and revenue growth.
Overview
11
11
years of professional experience
18
18
years of post-secondary education
2
2
Languages
Work History
SALES ADMINISTRATOR
DPO GROUP
03.2021 - 12.2021
- Assist with special projects, such as data analysis, commissions/SPIF (sales performance incentive fund), bonus modeling, annual planning initiatives, QBR (Quarterly Business Review).
- Verifying customer Identification documents through Au10tix software to ensure a smooth customer onboarding, verification automation allowing companies to onboard faster, prevent fraud, meet compliance mandates and, importantly, establish trust with their customers.
- Manage Sales Operations procedures by continually monitoring, reviewing and challenging the process to identify gaps and propose changes.
- Account creation and review before onboarding them into the system.
- Training sales team new joiners on CRM and ZOHO ticket desk management.
- Supporting the Group Head of Sales with office management, meeting management and calendar management.
- Handling all domestic and international travel reservations of the Group Head of Sales and the entire sales team.
SALES ADMINISTRATOR
SIMBA CAETANO FORMULA LTD
03.2019 - 07.2020
- Managed interdepartmental relationships (Sales, Service and Parts): cross functional support to deliver the Brand, Retail customer experience, enhance sales Service Quality and Market share.
- Implement and maintain momentum on BPM (Business Performance Management): metrics to manage growth and performance by assisting the sales leaders and aftersales leadership to strategize the brand.
- Assisting the Chief Commercial Officer (CCO) in the day to day running of the Sales Department, preparing budgets, sales targets, evaluating end month sales and preparing tender documents.
- Support the retail sales management, a ‘ONE TEAM’ commitment to brand retail - Resolve issues and escalate to appropriate stakeholders as required and facilitate communication between the departments.
- Execute and track Training and Development plans by recommending training programs to improve sales and service performance by continually determining GAPS in sales team’s performance Manage sales logistics.
- Do stocks report and analysis and share with the relevant teams for continuous business growth, ensure the brand CI is maintained at all levels by staff, showroom display, customer reception and handling.
CRM MANAGER
CMC MOTORS GROUP LTD, AL, FUTTAIM GROUP
03.2016 - 11.2018
- Training and supporting Microsoft Dynamics 2015 CRM system to all users in East Africa.
- Monitoring and offering CRM system guidance to the group to achieve the envisioned business benefits.
- Perform data analysis and interpretation to assist the business maximize its commercial opportunities while making high level critical business decisions.
- Change realization manager for CRM System within the group for easier adaptability by monitoring and evaluating training program’s effectiveness, success and ROI periodically.
- In charge of the integration of the customer centric business areas in marketing, sales and customer service on the use of the Dynamics CRM system.
- Design dashboards, campaign generation and monitoring, call center management that can be used by senior management in making decisions to ensure profitable Return on Investment.
- Work with the marketing team to ensure that campaigns are loaded on a timely basis and that every inquiry meets the campaign criteria and is convertible.
- Implement strategic marketing plans, Financial and Budget Management for the division.
- Work with the system external service providers to ensure that any new system developments or updates are met on time to meet the business expectations.
SALES AND MARKETING CORDINATOR
CMC MOTORS GROUP LTD
01.2012 - 02.2016
- Coordinating marketing events and project management for the division.
- Reports and Analysis of the marketing Return on Investment.
- Competition Market Intelligence.
- Customer Relationship Management and Administration.
CREDIT CONTROL ASSISTANT
CMC MOTORS GROUP LTD
03.2010 - 12.2011
- Monthly set debt collections.
- Reconciling accounts of the paid-up accounts.
- Forecasting weekly cash-flow reports to the divisional manager.
Education
Master’s - Business Administration – Strategic Management
Kenya Methodist University
01.2011 - 12.2021
Bachelor’s - Business Administration – Finance and Accounts
Kenya Methodist University.
07.2007 - 07.2010
I & II, KASNEB Certificate. KEY PROFESSIONAL -
Vision Institute of Professionals
01.2006 - 12.2007
KNEC Diploma -
Kenya School of Professional Studies − Business Management
07.2003 - 07.2005
Skills
Business development and planning
Sales operation
Operations
Sales Reporting
Strategic account development
Strategic planning
Business administration
Planning and Coordination
Accomplishments
- Created a company-wide, comprehensive training program for all sales team members.
- Promoted to CRM Manager after four successful years in the sales department.
- Collaborated with team of seven in the development of Microsoft Navision CRM implementation across East Africa while at CMC Motors Group.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Reduced department operating costs by 10% in six months.
Software
Project Management
Account Management
Zoho Desk Management
Microsoft Navision CRM
Microsoft Business Solutions Navision (INCADEA)
Office 365, G-Suites, Canvas and Qlik
Timeline
SALES ADMINISTRATOR
DPO GROUP
03.2021 - 12.2021
SALES ADMINISTRATOR
SIMBA CAETANO FORMULA LTD
03.2019 - 07.2020
CRM MANAGER
CMC MOTORS GROUP LTD, AL, FUTTAIM GROUP
03.2016 - 11.2018
SALES AND MARKETING CORDINATOR
CMC MOTORS GROUP LTD
01.2012 - 02.2016
Master’s - Business Administration – Strategic Management
Kenya Methodist University
01.2011 - 12.2021
CREDIT CONTROL ASSISTANT
CMC MOTORS GROUP LTD
03.2010 - 12.2011
Bachelor’s - Business Administration – Finance and Accounts
Kenya Methodist University.
07.2007 - 07.2010
I & II, KASNEB Certificate. KEY PROFESSIONAL -
Vision Institute of Professionals
01.2006 - 12.2007
KNEC Diploma -
Kenya School of Professional Studies − Business Management
07.2003 - 07.2005