RICHARD NDETEI MWIWA

• Develop policies and procedures that balance satisfying customer needs and supporting organization's goals.
• Lead the onboarding of new customers and distributors.
• Develop goals that monitor customer relations metrics and determine which metrics are most important, and report their progress
• Employ comprehensive benchmarks to establish and monitor customer service standards.
• Resolve customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
• Develop working relationships with internal and external customers while assisting with account management duties.
• Assess customer service trends and evaluate complaints to determine areas in need of enhancement.
• Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Focus on progressive learning by staying informed on current industry techniques and methods.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.

• Developed yearly demand rolling forecasts for the Jik and Harpic for the Kenyan market based on demand patterns.
• Worked with the sales team to improve forecast accuracy by analyzing product run-rate data.
• Scheduled monthly forecast meetings with customers to align on orders.
• Managed an accurate record of all raw and pack materials required in the production of Jik and Harpic for the Kenyan and East African market.
• Liaised with suppliers of the raw and pack materials, developing replenishment plans based on safety stock and production requirements
• Built supplier relationships to mitigate risk and establish effective purchasing arrangements with indirect and logistics customers.
• Integrated financial and operation plans with strategic objectives to deliver improved operational and financial results to boost customer satisfaction, profitability, and working capital.
• Monitored and tracked supplier performance to enforce adherence to quality standards and established timelines.
• Established inventory targets, stock level, and risk mitigation targets and managed flexibility strategy to optimize inventory.
• Coordinated the shipping of Jik and Harpic products to the 4 customers in the East African region ie Kenya, Uganda, Tanzania, Rwanda and most recently South Sudan.nd receiving operations to reduce errors and improve customer satisfaction.

• Collaborated with project managers to discuss procurement, logistics and service requirements for optimized purchasing power.
• Managed functional areas of logistics.
• Analyzed procurement requests to identify service providers' information with performance, quality and prices to determine transaction requirements.
• Monitored production of the Jik and Harpic brands as per a call-off designed to meet the sales-team monthly plans.
• Called out production risks and mitigation plans to the business.
• Oversaw the delivery of Jik and Harpic to the main DB.
• Develop and circulate production and logistics performance reports.

Class Honours

• Member of AIESEC in Strathmore University - 2015 to 2018
• Elected to Local Chapter Vice President - Partner relations for AIESEC in Strathmore University in 2017.
• Dean's List Year 1 and 2.

Attained a merit of A- for my High School Diploma

Math B+, English A