Agnes Mwaniki

Tenacious professional with experience in customer service leadership and procurement operations. Demonstrated success in managing and leading teams, delivering excellent customer service, and driving cost savings through strategic sourcing and vendor management. Proven to develop and implement effective procurement strategies that align with organizational objectives. Skilled in building strong relationships with internal and external stakeholders to drive business growth and achieve desired outcomes.

As a Customer Service Lead,

• Executed over 200 day-to-day transactions on average, adhering to bank policies and operational procedures.
• Demonstrated a service culture that ensured 100% elevation and maintenance of customer satisfaction levels.
• Managed the resolution of customer complaints by analyzing and identifying the root cause, resulting in a 20% decrease in complaints.
• Collaborated with product and sales teams to open customer accounts improving retention by 40%.
• Reduced response time for customer inquiries by 30% through effective scheduling and efficient staffing.
• Promoted 90% company's products for a better relationship with customers that matched with a product based on the customer’s individual needs.
• Increased customer retention rate by 10% by providing personalized customer service.           

       As a Procurement Officer,

• Received and Inspected all goods supplied to ensure 85% quality and conformity.
• Prepared, attached, and organized documents for and after receiving goods and services for purposes of 100% payment to the suppliers.
• Initiated being a team leader of the Annual Asset Census report auditing in collaboration with the CBK and KSMS.
• Negotiated contracts and agreements with vendors, resulting in an average cost savings of 15%.
• Implemented a new supplier evaluation system, resulting in a 20% increase in vendor performance and a 10% reduction in procurement cycle time.
• Invented and implemented customization of 80% of customer orders in logistics operations.
• Streamlined the procurement process for office supplies, resulting in a 30% reduction in inventory costs.

Bachelor of Business Administration                                                                                            April 2015 to December 2018

Kiriri Womens University of Science and Technology

Major in Procurement